Masergy Communications Launches Cloud Contact Center Solution

The customer journey or customer experience now entails businesses being able to communicate effectively with consumers across many different channels in their contact centers. Without an omni-channel platform in place, the different segments of the population that prefer using alternatives to voice communications cannot be addressed. Masergy Communications has announced its Cloud Contact Center solution will give organizations the ability to interact with their customers with next generation communications technologies by helping them transition to a unified cloud platform so they can deliver superior customer service experiences.

Masergy owns and operates the largest independent software defined platform in the world. The company delivers hybrid networking, managed security and cloud communications to global enterprises with SDN, NFV, advanced machine learning and big data analytics to provide the flexibility and visibility IT teams require for greater control. The new Cloud Contact Center leverages the company's infrastructure and technology to seamlessly bring in omni-channel experiences by simplifying the process through automation so organizations can deploy, modify and manage their contact center needs effectively.

As part of the Masergy Unified Communication as a Service (UCaaS) solution, the new Cloud Contact Center will allow agents to interact with customers using web chat, SMS, email and Twitter feeds from a single screen. Callers are routed to the agent that is able to best address their particular issue based on predictive analytics to an omni-channel platform that can use these multiple touch points.

"Enterprises aren’t looking for just an automatic call distribution engine for their contact center operations “They want to leverage streams of data from all business applications to predictively route customer interactions to the most appropriate resource. And, they want to be able to turn the streams of data into meaningful business insights," said Dean Manzoori, Vice President of Product Management for UCaaS, Masergy.

The integration of Salesforce as part of Cloud Contact Center is going to give agents valuable information, including customer history, intent and other relevant data as part of an interactive user interface that quickly and efficiently provides the resources agents need at their fingertips. The browser-based analytics can segment, profile and visualize all automated call distribution, voice response, CRM and customer interaction data. This information can be used to create reports capable of generating insights into customer/agent interaction and performance.

"Masergy's Cloud Contact Center is a next-generation solution that will help companies improve customer interactions and increase customer satisfaction.The move to the cloud, omni-channel communications and predictive analytics are key differentiators in the contact center market," said Cindy Whelan, Principal Analyst, GlobalData.

Edited by Maurice Nagle