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.
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.
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.
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.
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.
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.
Enjoy a best-of-breed, Cisco Webex solution embedded into Masergy’s global software-defined network.
The customer engagement hierarchy should drive your customer service strategy, but mapping data across each phase and system is difficult. Key insights help you transform your business.
With two awards, Cisco recognizes Masergy as its top strategic partner in delivering Webex Contact Center solutions to the market. Masergy has more bookings and the most global users worldwide.
IDG research shows what matters most when designing a strategy for unified communications and cloud contact centers. Get the top three considerations.