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Masergy's Software Defined Platform enables customizable hybrid solutions that deliver the industry's best client experience.
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A global wide-area network should guarantee your company a consistently high-quality user experience anywhere in the world. Here are some key issues to explore with prospective service providers.
Join Masergy and Forrester on June 8 at 1:00pm - 2:00pm CST for a free webinar to discuss innovative new cyber security strategies for IT leaders.
What keeps CIOs up at night? Unauthorized users on their communications networks; stolen information; disrupted business activity. These are all real threats that Masergy's UCaaS is designed to thwart.
Masergy provides high-performance solutions customized to address our customers’ unique IT needs and delivers the industy's best client experience.
Hear from global IT leaders on how Masergy's Hybrid Networking, Managed Security and Cloud Communications solutions have provided them with unparalleled agility, security, and productivity.
HOP Energy gained unmatched network visibility, real-time analytics and significant cost savings after a seamless migration to Masergy's software defined WAN.
Masergy’s Software Defined Platform leverages leading edge innovations in software defined networking, network function virtualization, advanced machine learning, and big data analytics that power our solutions.
Learn about Masergy's 15 years of groundbreaking advancements. From our patented Software Defined Platform to our award winning customer experience. Masergy enables IT transformation.
Masergy's Software Defined Network Control mobile application allows real-time control of your network infrastructure - even from the beach!
Learn how Masergy delivers innovative technologies and customized solutions to transform enterprise IT. We share insights on industry trends, customer successes, and Masergy solutions.
Even more information and answers to the questions you have can be found in ourSupport andSoftware Downloads sections.
Cloud Communications can help your organization reduce its TCO by eliminating upfront acquisition costs, reduce deployment cycles, cut IT administrative costs, remove software update requirements and eliminate on-premises equipment.
Masergy’s Unified Communications as a Service solution has been designed to protect voice networks against today’s most serious security threats. It detects and prevents attacks designed to steal critical information and disrupt your most important business activities.
"Conflicting Commitments" - A Masergy Comic
Masergy has created an award-winning partner ecosystem that enables us to deliver the most advanced solutions to our customers around the globe. Working with a wide variety of partners, we provide unparalleled solutions and support throughout the entire customer lifecycle.
Learn why the tech industry's top channel partners and agents prefer to sell Masergy Hybrid Networking, Managed Security and Cloud Communications solutions.
Masergy owns and operates the largest independent Software Defined Platform in the world, delivering hybrid networking, managed security and cloud communication solutions to global enterprises. Our patented technology, customizable solutions and unmatched customer experience are why a growing number of leading organizations rely on Masergy to deliver performance beyond expectations.
Masergy's hybrid networking, managed security and cloud communication solutions deliver guaranteed business outcomes with the best end-to-end client experience in the industry.
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Masergy provides support for Standard and Enhanced call centers, allowing business agents to receive incoming calls from a central phone number. Using this service, a business can establish technical assistance lines, customer support numbers, or order-taking centers. Multiple call centers can be supported per business. Incoming calls to a call center are presented to the next available agent.
Call Center DataSheet (PDF)Call Center Overview (PDF)
The Call Center service builds on the basic Hunt Group service to provide a complete, business-ready application. Hence, call centers inherit all of the characteristics of the Hunt Group service and are also provided with sophisticated call-handling features like queuing, Music on Hold, and so on. For a complete description of Hunt Group service features and characteristics, refer to the (Hunt Group Page Link). Provisioning interfaces are available to support a call center supervisor client. The Call Center Reporting service is used to assign or unassign the supervisors, who supervise agents and the server to which call center activity data is to be sent. A supervisor can be a member of the group or enterprise and can be assigned to more than one Call Center. A supervisor then selects the agents to be supervised. The following sub-sections describe the additional features provided by the Call Center service.
Masergy expands the capabilities of legacy call centers by allowing call center agents to be geographically distributed. Therefore agents can attend call center calls from home, a satellite office, or any other location served by Masergy in a transparent fashion. Masergy Call Center service functionality can be combined with other Masergy Call Completion services to ensure that all incoming calls are serviced expeditiously under any network condition and at anytime.
The group administrator configures call centers through the group web portal. The Call Center maximum recording length is 5 minutes. The Call Center Music on Hold maximum recording length is also five minutes. Through the configuration pages, the administrator can set users who should be part of the call center and configure the following (in order).
The administrator can also consult the call center daily statistics that provide the following information:
These statistics are provided for the current day and previous day. With Call Center Enhanced you can see up to the previous two years of statistics.
This feature provides provisioning interfaces necessary to support third-party call center supervisor and agent clients. Masergy supports call center supervisor Client and call center Express Agent as well as the Call Center Reporting service.
The Call Center Reporting service is assigned to a call center. This service allows any member of a group or enterprise to be designated as a supervisor for a call center in that group. The number of supervisors a call center can be associated with is not restricted.
The Masergy Call Center Supervisor Client can be assigned to any user to enable that user to supervise agents for one or more call centers. A user can be a supervisor for multiple call centers. The supervisor is also considered to have Masergy Agent capabilities. Once assigned this service allows the user to select which members of a call center the user supervisors. The supervisor can choose any member of a call center to supervise including an agent also serving as a supervisor. (See guide under User Features.)
Our global UC solutions deliver a comprehensive suite of communications and productivity applications from thecloud to your fingertips. Masergy UCaaS delivers enterprise-grade communications anytime, on any device, anywhere on the globe.
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