Workforce Management insights to enrich your customer experience
Analytics and reporting to optimize your contact center
Operational efficiencies for better customer experiences
Foundational to delivering an amazing customer experience every time are the data, insights, and tools necessary to manage the workflow. With Masergy Workforce Management powered by Calabrio® – Gartner Peer Insights' customer choice for workforce engagement management - you can optimize forecasting, streamline scheduling, and free managers to focus on their agent performance.
Heightened efficiencies
- Build forecasts in minutes
- Streamline workflows
- Automate administrative tasks
Employee engagement
- Deliver immediate feedback
- Empower agents with flexible scheduling
- Show agents the value they deliver
Optimized staffing
- Predict requirements based on historical data
- Respond to changes in real-time
- React with dynamic scheduling tools
Happy agents. Happier customers. More revenue.
Studies have proven that the happier the employee, the better experience they will provide to your customers. Arming your agents with the data they need to be more empowered to best serve your customers is critical. Delivering consistent service levels and delighting customers are the end goals and can only be achieved through leveraging data and insights.
Building Next-Generation WFM for Your Contact Center
Keep exploring
Building Next-Generation WFM for Your Contact Center
WFM tools are now powered by analytics engines, artificial intelligence and machine learning. This guide highlights the leading-edge capabilities you need to take your contact center to the next level.
Learn more about Building Next-Generation WFM for Your Contact Center
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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.
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Omni-Channel
Masergy Cloud Contact Center give your agents the ability to serve customers through their preferred channel–be it a phone call, text message, or email.
Predictive Routing
Connect the right customer with the right agent using machine learning and big data analytics to generate better outcomes.
Virtual Agent
Always on and ready, Masergy’s Virtual Agent delivers self-service applications with speech recognition accuracy and machine detection capabilities.