Actionable 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


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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.

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Cloud Contact Center

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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