Seven days a week, 24 hours a day, and 365 days a year, Masergy’s Virtual Agent is at the ready, delivering premium self-service applications with speech recognition accuracy and machine detection capabilities. Built on an AI platform, your virtual agent continues to get even smarter in predicting what your customer needs, collecting all the relevant information and routing each interaction to the right agent.
Hit the trifecta – happier customers with first call resolution, happier agents with one desktop view of the entire customer journey, and improved efficiencies for your business. With Masergy Cloud Contact Center your agents will need just one tool quickly and effectively service your customer.
According to Gartner’s "Market Guide for Conversational Platforms," by 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017. And they predict that by 2020, 25% of customer service and support operations will integrate virtual customer assist technology across engagement channels.
Now it's easier than ever to enable self-service and automate customer interactions for reduced call volumes. Leveraging artificial intelligence, Cloud IVR is a web-based visual tool for building conversational experiences.
IDG research explores challenges with UCaaS/CCaaS, outlining key considerations for moving mission-critical workloads to the cloud with confidence.
How do you leverage AI and cloud technology to build predictive service that proactively delights customers? Consider this your toolkit for 2020 and beyond.
Transform your customer experience with virtual agents, predictive routing, and workforce optimization embedded in Masergy's software-defined network. This brief details our best-of-breed solutions powered by Cisco.
AI technologies are automating customer service tasks, but putting together a cohesive approach can be difficult. This how-to guide has tips for avoiding complexity and streamlining your strategy.
Essen Health Care partnered with Masergy to upgrade legacy PBX technology. Learn how Global Unified Communications as a Service and Cloud Contact Center solutions enable enterprise-grade call routing and comprehensive management capabilities.
Nemertes Research sheds light on the cloud technologies used to build a digital customer experience, highlighting the deployment methods and integration steps needed to create coveted customer journeys.
Enjoy a best-of-breed, Cisco Webex solution embedded into Masergy’s global software-defined network.
Virtual Agents are here, but which technologies ensure true intelligence? This framework guides you through the advanced functionality and deployment methods, mapping business needs to capabilities.
Delivering customer care at reduced costs, virtual agents can help you respond in times of crisis. Here’s how to use AI for service automation.
AI is fueling the digital customer experience, and research studies can help you confidently create a plan for investment. Identify ROI and avoid implementation missteps with this guide.