Masergy has introduced its Cloud Contact Center, providing enterprises an opportunity to transition their legacy call centers to a unified cloud platform to enhance the customer service experience via an omnichannel system.
The service provider said the Cloud Contact Center lets companies improve customer satisfaction, reduce costs, drive incremental sales and strengthen brand identity.
As an extension of Masergy’s Unified Communications as a Service (UCaaS) solution, Cloud Contact Center dynamically determines how best to route each customer interaction based on predictive analytics.
Dean Manzoori, VP of product management for UCaaS at Masergy, said in a release that business customers “want to leverage streams of data from all business applications to predictively route customer interactions to the most appropriate resource” and then be “able to turn the streams of data into meaningful business insights.”
The new service is all about accelerating customer response times. Unlike a traditional call center that offers one-at-a-time, voice-only inbound queuing, the omnichannel contact center allows agents to view and respond to customers via web chat, SMS, email and Twitter feeds from one screen.
By letting them make and receive calls within Salesforce, Cloud Contact Center helps agents become more productive. Using the familiar Salesforce interface, agents can view customer history, intent and other relevant data through interactive pop-up screens.
Additionally, the Cloud Contact Center includes browser-based analytics for segmenting, profiling and visualizing all automated call distribution, voice response, CRM and other customer interaction data. Information can be imported to create interactive charts to deliver insights around customer interactions and agent performance.