Masergy Rolls Out Cloud Contact Center with Omni-Channel
ATC provider, Masergy, recently launched its Cloud Contact Center. Cloud Contact Center represents the next generation in customer interaction solutions, providing an omni-channel system that helps companies transition to a unified cloud platform to create more holistic, improved customer service experiences.
Omni-channel is a multichannel approach to (i.e. over voice, instant messaging, email, SMS and social media) to interacting with your customers. Route all customer interactions to one or more teams, sites, or outsource partners with a single, global queue in the cloud to maximize your customers’ satisfaction.
Masergy’s Cloud Contact Center also features predictive analytics and Salesforce capabilities.
“The move to the cloud, omni-channel communications and predictive analytics are key differentiators in the contact center market,” says Cindy Whelan, Principal Analyst, GlobalData. “Masergy’s Cloud Contact Center is a next-generation solution that will help companies improve customer interactions and increase customer satisfaction.”
The new Cloud Contact Center, an extension of Masergy’s leading UCaaS solution, dynamically determines how best to route each customer interaction based on predictive analytics. Unlike a traditional call center that offers one-at-a-time, voice-only inbound queuing, the omni-channel contact center allows agents to view and respond to customers via web chat, SMS, email and Twitter feeds from one convenient screen.
“Enterprises aren’t looking for just an automatic call distribution engine for their contact center operations,” said Dean Manzoori, Vice President of Product Management for UCaaS, Masergy. “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.”
The Cloud Contact Center helps agents become more productive by letting them make and receive calls within Salesforce. Using the familiar Salesforce interface, agents can view customer history, intent and other relevant data through interactive pop-up screens.