Masergy’s Call Center solution is natively integrated into the Masergy global Cloud Unified Communications platform, providing an expansive, scalable Call Center application – all delivered from the cloud. Unlike traditional call centers, our Hosted Call Center allows call center agents to be geographically distributed. Agents can work from home, a satellite office, or any other location served by Masergy in a transparent fashion. Our Hosted Call Center solutions can be combined with other Masergy Call Completion services to ensure that all incoming calls are serviced expeditiously under any network condition and at any time.
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.