Your business success depends on the customer experience you deliver. A better experience drives loyalty, and loyalty creates new engagement channels and revenue streams. The bottom line: A good contact center can turn happier customers into business outcomes.
Consumers want to communicate through their preferred channel–be it a phone call, text message, or email. And they expect your agents to know everything about their history. With Masergy Cloud Contact Center you will be able to offer your customers more choices and give your agents the ability to serve customers efficiently.
Machine learning and big data analytics are the core of Masergy Predictive Routing powered by Cisco. Unlike traditional routing to the next agent in the queue, each interaction is evaluated based on customer history, past purchases, and more to match the customer to the agent who is best suited to meet their needs.
Seven days a week, 24 hours a day, and 365 days a year, Masergy’s Virtual Agent is at the ready, delivering premium self-service applications with speech recognition accuracy and machine detection capabilities. Built on an AI platform, your virtual agent continues to get even smarter in predicting what your customer needs.
Foundational to delivering an amazing customer experience every time are the data, insights, and tools necessary to manage the workflow. With Masergy Workforce Management you can optimize forecasting, streamline scheduling, and free managers to focus on their agent performance.