Masergy Adapts to Meet New Customer Demands

Masergy invests in new AI and partnerships

Masergy Adapts to Meet New Customer Demands

Leading global provider of secure cloud communications, SD-WAN, and managed security, Masergy recently announced a range of updates to their customer experience strategy. The company has both launched a new AI virtual assistant and partnered with Cisco as a premier global partner, to better serve their full range of customers.

According to the Chief Revenue Officer and EVP of Masergy, Bob Laskey, as a leader in customer experiences, Masergy understands how important it is for enterprises to have the right tools available to empower employees and customers. As a premier partner for Cisco’s Customer Journey Platform, Masergy will be able to continue optimising business performance for their clients, by seamlessly migrating customers to the cloud.

At the same time, the new AI-powered virtual intelligence will deliver predictive analytics and natural language processing to businesses that need to learn more about their opportunities for customer engagement.

Premier Partnerships with Cisco

The Premier partnership with Cisco allows Masergy to deliver speedy deployments to customers, with minimal Capex expenditure. It also provides direct connections to Masergy’s SD platform and offers improved business performance with unified KPI reporting and predictive analysis.

According to the Senior Director of Strategy and planning at Cisco, the company is continually investing in their customer journey platform in this era where experience is king. Cisco is proud of their partnership with Masergy, and the efforts that the company is making to deliver excellent experiences to customers in the cloud market.

Enterprises working with Masergy will be able to improve their operational efficiencies with reliable omnichannel customer interactions. They’ll also have seamless integrations with CRM systems, workforce optimisation, call recording, and Masergy’s new AI virtual assistant.

The Masergy Intelligent Virtual Agent

Masergy’s intelligent virtual agent is yet another step in the company’s strategy to drive better results for end users. The virtual agent powers chatbot and virtual assistant features for Masergy’s Global UCaaS services, and also acts as the queuing agent for the Cloud Contact Centre.

According to Bob Laskey, AI has the potential to change the customer engagement game. The new launch of Masergy’s virtual assistant represents the company’s consistent commitment to giving enterprises the tools they need to implement proactive customer service. The virtual agent operationalises updated advancements in speech recognition, artificial intelligence, and natural language processing. Masergy’s intelligent virtual assistant also offers more significant outcomes than a standard IVR or traditional bot.

The conversational AI allows businesses to offer immediate responses to customers through augmented self-service features within the Masergy global cloud contact and UCaaS centre. Combined with Masergy’s machine-learning and predictive analytics abilities, the Masergy virtual agent can ensure drastic increases in productivity and customer satisfaction.

Driving Growth for Masergy Customers

Masergy’s enhanced partnership with Cisco and their new AI solution leads to endless new opportunities for customers. While the Cisco partnership simplifies deployment of next-level customer engagement tools, the Masergy virtual assistant supports everything from sensitive data collection to task automation. Masergy’s assistant can even reduce the risk of human error through the automated repetition of mundane, high-volume tasks.

Going forward, Masergy will continue to invest in both AI and collaborations with leading companies like Cisco to deliver the best possible outcomes for their customers. The AI virtual assistant solution also came from a partnership with Inference, who helped to develop it.


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