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

White Paper

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.

Download the White Paper

The Contact Center Made Cognitive

White Paper

The Contact Center Made Cognitive

AI powers the digital customer experience. Learn how to build a cognitive contact center using new technologies and migration models that create predictive customer experiences.

Download the White Paper

Masergy Cloud Contact Center solution brief

Solution Brief

Masergy Cloud Contact Center solution brief

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.

Read the Solution Brief

Let's get started

Call for Sales

+1 (866) 627-3749

Schedule a Consultation