Masergy Cloud Contact Center

Transform your customer experience

Multiple channels. One unified experience.

Your contact center is the center of your business. A good cloud-based contact center helps engage customers across multiple channels—making customers happy, driving brand loyalty, and delivering better business outcomes for your business.

Masergy’s Cloud Contact Center delivers omnichannel customer engagement on a global scale. You get unsurpassed quality with a best-of-breed solution leveraging Cisco Webex technology embedded with our pioneering softwaredefined network. Complete with virtual agents infused with artificial intelligence (AI), workforce management, and predictive call routing, you’ll be able to provide your customers with the best possible experience.

Awards from Cisco

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Engage with customers the way they want across voice, instant messaging, email, and more. Predictive AI helps connect customers with agents quicker than humanly possible while enabling a personalized experience. All transactions are logged in the cloud and fully integrated into your CRM. Agents are served up a 360° view of the customers’ data to help exceed their expectations. Customer text chats can be seamlessly transitioned to voice calls or video meetings with shared whiteboards in one click. Masergy’s Cloud Contact Center provides you with a single unified omnichannel contact center solution—deployed and managed from the cloud—that transforms your customers’ experience and improves your business outcomes.

Predictive analytics-based routing

Masergy Cloud Contact Center combines advanced AI and detailed call analytics to predict what each customer needs based on their stage of the customer journey. No matter what communication method your customers use, Masergy Cloud Contact Center intelligently matches customers with the best available agent for their needs, complete with cross-channel insights to determine the urgency.

  • Integrate third-party applications (e.g., Salesforce, Microsoft® Office 365TM) and customer data with all internal/external communications channels to enable superior agent-assist capabilities
  • Improve average handling time (AHT) with AI-based predictive analytics routing, virtual agents, and workforce optimization solutions
  • Implement a managed contact center infrastructure in a Cisco-based cloud to reduce total cost of ownership

Virtual agents working for you 24/7

Masergy Cloud Contact Center uses cloud-based AI to take customer satisfaction to a new level. Our Virtual Agent, powered by Inference Solutions, automates routine tasks to help live agents provide value when and where it’s needed most. Highly predictive algorithms mean fewer errors, incredible savings, and happier customers 24/7.

Maximize efficiencies and satisfaction

A streamlined workflow leads to happier customers and more productive employees. Optimize operations for the business metrics that matter to you with built-in workforce optimization powered by CalabrioTM. Take advantage of real-time call analytics, KPIs, and monitoring in a consolidated dashboard view that lets you make actionable changes, and then reap the benefits across your business. Dynamically schedule agents, simplify quality management, and get “voice of the customer” insights through speech, text, and desktop analytics.

Why Masergy

Recognized as the pioneer in software-defined networking, Masergy enables unrivaled application performance across the network and the cloud with Managed SD-WAN, UCaaS, CCaaS, and Managed Security solutions.

2004

a Cisco partner for 15+ years

4year

visionary in Gartner Magic Quadrant for Network Services, Global

70+

net promoter scores for 4+ years

99%

customer retention rate

Challenge

Consolidate contact center services while simultaneously reducing operational costs and providing next-generation customer service

Results

  • Lowered total cost of ownership
  • Improved customer loyalty
  • Optimized efficiency for 200+ agents

Awards from Cisco

  • #1 Global Webex Contact Center Users
    Masergy has the largest number of active users worldwide
  • Top Webex Contact Center Bookings – America
    Masergy’s joint Cisco solution is the most preferred by American enterprises