Cloud Contact Center


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Take Your Call Center To A New Level

Masergy Cloud Contact Center enables unified omni-channel (i.e. over voice, instant messaging, email, SMS and social media) interactions with your customers. Route all customer interactions to one or more teams, sites, or outsource partners with a single, global queue in the cloud to maximize your customers’ satisfaction.

Manage And Monitor More Intelligently

Our cloud-based contact center solution uses predictive analytics to lower operating costs and improve your business performance. With Cloud Contact Center, you can dynamically determine how best to route each customer interaction based on measurable facts. Whatever key performance indicators you use to measure success, Masergy Cloud Contact Center will provide you with the insights needed to optimize them.

Gain Flexibility With The Cloud

Masergy Cloud Contact Center is built into our global Software Defined Platform for the flexibility and performance you need to meet all your omni-channel customer communications needs. Integrate Masergy Cloud Contact Center with our global UCaaS and Intelligent SIP Trunking solutions--and with your existing Salesforce configuration. Like all Masergy solutions, our Cloud Contact Center is managed 24/7 by certified experts at our operations centers on three continents. Every support call to Masergy is answered by a live engineer with no IVRs for the best client experience in the industry.

feature richIntelligent Call Routing

Distribute calls across multiple contact centers, branch offices and to remote agents working from their homes based on real-time data about call volumes, resource availability and other variables.

feature richComprehensive Management Dashboard

Monitor calls across virtual contact center operations in real time from a web-based user interface.

feature richBuilt-In Disaster Recovery

Redirect call center traffic during unexpected emergencies such as natural disasters or disruptions in a matter of minutes globally from a single cloud-based platform.

feature richEasy System Integration

Merge with your existing call center infrastructure and seamlessly connect with top CRM software such as Salesforce.

Must-Have Features

Masergy Cloud Contact Center delivers all the critical omni-channel engagement features you need to maintain high customer satisfaction. For more details, download the Cloud Contact Center product sheet (PDF).

Agent Client

  • checkCall Controls (answer, hold, transfer, end)
  • checkAgent Controls (login, logout, etc.)
  • checkMulti-Party Conferencing
  • checkDisposition Codes
  • checkUnavailable Codes
  • checkOn-Line Directories
  • checkSupervisor Escalation
  • checkIM&P
  • checkCall History
  • checkOutgoing Calling Line ID Selection
  • checkCall Recording Controls
  • checkHistorical Agent Reports

Omni-Channel Support

  • checkChat Interaction
  • checkEmail Interaction
  • checkSMS Interaction
  • checkFax Interaction
  • checkSocial Interaction
  • checkUnified Interaction History
  • checkWeb Callback

Phone Integration

  • checkCall Center Name/Number Delivery
  • checkQueue Status
  • checkSoftkey Controls (LI, LO, Available, Unavailable)

Call Recording

  • checkAuto Attendant - Single Level
  • checkAuto Attendant - Multi Level
  • checkCustom IVR with Data Dips

Queue Threshold / Notification

  • checkDistinctive Ring
  • checkDialed Number Identification Service (DNIS)
  • checkDNIS prioritization
  • checkPromote due to wait time
  • checkDNIS outbound calling Name / Number
  • checkCustom DNIS Announcements

Supervisor Client

  • checkSilent Monitoring
  • checkBarge-In
  • checkWhisper Coaching
  • checkIntercept/Answer Inbound Calls
  • checkView / Change Agent Status
  • checkReal Time Queue Monitoring / Management
  • checkEnable Alternate Routing
  • checkHistorical Reports
  • checkReal Time Reports
  • checkCall Center Dashboard


  • checkDashboard
  • checkReal Time Reports - Queue
  • checkReal Time Reports - Agents
  • checkHistorical Reports - Queue
  • checkHistorical Reports - Agents
  • checkReports Branding
  • checkFlexible & Configurable Report Scheduling
  • checkThird Party Data in Reporting
  • checkAd-hoc Report Creation
  • checkCustomizable Reporting


  • checkThreshold Rules
  • checkAudit Trail
  • checkTeam Capacity Strategy
  • checkFlexible Call Flow Builder
  • checkGlobal Routing Strategies
  • checkPrivacy Shield for PCI Compliance
  • checkQueue Reshuffle
  • checkNative SFDC Integration
  • checkThird Party Integration
  • checkQuality Management
  • checkWorkforce Management
  • checkOutbound Dialer
  • checkScripting

Per Call Center/ACD Settings

  • checkCall Center Priority
  • checkAgent Control Settings
  • checkAgent Profiles
  • checkDefault Agent Settings
  • checkQueue Size
  • checkVideo Support
  • checkAnnouncements, Greetings
  • checkMOH
  • checkEntrance Message
  • checkComfort Message
  • checkAlternate Comfort Message (short wait time)
  • checkService Announcements
  • checkEstimated Wait Time
  • checkCall Whisper Message
  • checkCall Distribution Policies
  • checkOrdered
  • checkCircular
  • checkUniform Distribution
  • checkSimultaneous
  • checkWeighted
  • checkCall Selection (LWT, Highest Priority)
  • checkCall Routing Policies
  • checkBounced Call Routing
  • checkOverflow Call Routing
  • checkStranded Call Routing
  • checkSkill Based Routing - Single/Multi Skill
  • checkSkill Profiles
  • checkAlternate Routing Policies
  • checkNight Service
  • checkHoliday Service
  • checkForced Forwarding
  • checkMulti-Team Routing and Distribution
  • checkMulti-Site Routing and Distribution
  • checkRouting Across Third-Party Contact Centers
  • checkAnalytics-Driven Routing

Global Settings

  • checkCustom Disposition Codes
  • checkCustom Unavailable Code
  • checkAgent Thresholds / Notifications
  • checkAgent Default Settings

Enhance productivity with embedded features.

Our global UC solutions deliver a comprehensive suite of communications and productivity applications from the
cloud to your fingertips. Masergy UCaaS delivers enterprise-grade communications anytime, on any device, anywhere on the globe.


Cloud Communications

Simply Connect To Experience Real Productivity


Productivity Applications
Guaranteed Performance
Infinitely Scalable

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SIP Trunking

Advanced Features
UCaaS Integration
Trunk Pooling

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Global Presence

Global Office
Global DID
Global Gateway

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Analytics And
Service Control

Real-time Performance
Unlimited Endpoints
Cloud Based App

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