Masergy Introduces New Cloud Contact Center

Masergy Communications Inc. is bringing its Cloud Contact Center to the market, providing an omni-channel system designed to help companies transition to a unified cloud platform. The new contact center solution is designed to help improve customer satisfaction and strengthen brand identity, while driving incremental sales at a lower cost.

Cloud Contact Center is an extension of Masergy’s Unified Communication as a Service (UCaaS) solution. It uses predictive analytics to identify the best way to route customer interactions, through an omni-channel contact center that lets agents view and communicate with customers over their preferred channel from a single screen. Agents can access web chat, SMS, email, and Twitter feeds, allowing the organization to leverage data from all business applications.

Furthermore, the Cloud Contact Center offers browser-based analytics, allowing for the segmenting, profiling, and visualizing of all customer interaction data. This includes automated call distribution, voice, response, CRM, among others, all of which can be imported into interactive charts.

As the system can be used within Salesforce, agents can use the interface to view relevant customer data via interactive pop-up screens. This offers information such as customer history and intent, providing key context for their interactions. In doing so, Masergy hopes to turn data streams into meaningful business insights, rather than just handling automatic call distribution.

“The timing for adding contact center is good for Masergy, as the broader trend of integrating this with UC continues to build momentum,” notes Jon Arnold of UCStrategies and J Arnold & Associates. “Businesses are recognizing the benefit, especially as they strive to make all employees customer-facing, and the cloud allows them to bring contact center and UC together. Not only is Masergy providing omnichannel capability to handle all modes of contact, but with analytics, they’re providing contact centers with the right tools to route calls more intelligently and allow supervisors to make better operational decisions.”

For more information, visit www.masergy.com.