Masergy Corporate Headquarters
2740 North Dallas Parkway
Plano, TX 75093 (USA)
Customizable, high-performance global cloud networking with software-defined network control, fully managed 24/7.
Next-generation threat-management solutions, fully managed with continuous monitoring by security experts.
Feature-rich global unified communications solutions that are inherently resilient and infinitely scalable
Masergy provides a comprehensive customer experience from custom solutions designed to fit companies' unique business requirements to innovative technologies and customer support that is unrivaled in the industry.
Masergy’s customers credit us with delivering superior performance in every respect, from customized solution design and innovative technologies to proactive customer support. Clients view Masergy’s technical experts as an essential extension of their IT teams.
Masergy’s Software Defined Network Platform with advanced analytics and our adaptive behavioral-based security platform deliver powerful solutions that let our customers operate at the speed of business change.
Our 15-year history is highlighted by a host of groundbreaking advancements, including our software-defined network platform – all of which were developed through a customer lens.
Learn how Masergy is delivering the latest technologies and customized solutions to our clients in an effort to transform enterprise IT into an engine of business innovation.
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Masergy has created an award-winning partner ecosystem that enables us to deliver the most advanced solutions to our customers around the globe. Together, we provide unparalled service and support throughout the entire customer lifecycle.
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Masergy is the largest independent cloud network provider in the world. Our customized solutions approach helps our customers reduce the cost and complexity of managing their global networks, advanced security and cloud-based unified communications systems.
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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.
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.)
Big Data is no longer a futuristic buzzword; it's a reality many enterprises must deal with today. How does analyzing and using that data play an important role in reducing IT complexity and automating manual tasks at your business?
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