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.