All Masergy Cloud Contact Center ACD call routing is built starting with the Interactive Voice Response (IVR) all the way through to connecting the customer to an agent – is defined in the graphical Masergy Cloud Contact Center Call Flow Builder. This makes it easy to set up IVR caller prompts and self-service options. Fetches to a CRM platform or order entry database can be inserted into call flows, so that you can intelligently route and respond to calls based on customer attributes, past interactions and customer needs predicted by Masergy Cloud Contact Center’s analytics-driven routing.
To delight your customers, you need tools to analyze customer data and interaction history across channels in real-time to ensure each customer reaches the best available resource. Masergy Cloud Contact Center is an Omni-Channel contact center which seamlessly blends voice, web chat, email, SMS, and social media interactions in one universal contact routing engine with common reporting platform.
Yes, the Masergy Cloud Contact Center supports native integration with Salesforce Customer Relationship Management (CRM) where all the agent call controls are embedded into Salesforce. The Cloud Contact Center also integrates with many of the other CRMs such as Microsoft Dynamics, Zendesk, etc.
Yes, Masergy Cloud Contact Center centralizes call quality management regardless of the agent, site or outsourcing partner taking the call. Calls are stored in a hosted repository for long-term archival, replay and analysis. Customizable parameters and tags make for easy search, retrieval and file management.
The Masergy Cloud Contact Center supports both standard real-time and historical reporting plus custom reports. Masergy Cloud Contact Center captures all customer interactions and agent activities across channels and integrates them into unified customer interaction and agent activity records that represent all the actions each customer took with the same intent, the related agent activities and final resolutions. This valuable data is available for reporting and to analyze what delivers your business results and how to optimize with Masergy Cloud Contact Center predictive analytics.
No, the ACD Agent client is browser based and works on any standard browser deployed on the agent’s desktop. The Masergy Cloud Contact Center provides flexibility in mixed environments such as Microsoft Windows, Apple or Linux workstations.
The Masergy Cloud Contact Center supports only browser-based clients which makes it easy to deploy in any type of enterprise using standard browser interface for the Supervisor Dashboard and Agent ACD client.