Masergy

CASE STUDY

Masergy logo

Masergy owns and operates the largest independent Software Defined Platform in the world, delivering hybrid networking, managed security and cloud communication solutions to global enterprises.

Year Founded: 2000

Website: www.masergy.com

Located: London

SERVICES PROVIDED

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Masergy owns and operates the largest independent Software Defined Platform in the world, delivering hybrid networking, managed security and cloud communication solutions to global enterprises.

Year Founded: 2000

Website:
www.masergy.com

Located: London

SERVICES PROVIDED

  • Visual Auto-attendant
  • Web-based one-click Voice service
  • Easy VAA menu customisation
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OVERVIEW

Masergy required a Visual Auto-attendant application to expand their Cloud Communications offering with web-based one click voice service. This would help businesses connect the right resource quickly. The Temovi solution enables real-time customer interactions directly from any business customer web page.

THE CHALLENGE

A company's webpage today is a functional business portal, where prospect or customer interaction with a company may start. When such visitors cannot complete their needs on the website, they move to a phone call. In fact, over 70% of call centre interactions are preceded by a website visit. This transition from the web to the phone generally loses the context that was developed on the web site.

THE SOLUTION

Temovi cloud-based Communications Platform as a Service powers Masergy's Visual Auto Attendant (VAA) that enables real time customer interactions directly through the browser initiated from any page on the customer's website. The transition from a web-page visit to a real-time communications experience is seamless, as the visitor is connected to the appropriate resource based on their selection of VAA menu options on the website prior to starting a voice call.

The visitor saves time by not having to use a telephone. Moreover, the visitor no longer needs to listen to lengthy automated attendant greetings and make touch tone selections to get connected to the appropriate resource.

Masergy, or the end customer web administrator can easily customize the VAA menu options using simple copy-and-paste commands provided by the Temovi solution. The totally self-service solution helps Masergy drive incremental revenue without overhead and operational costs.

THE RESULT

Masergy and many of its customers have now deployed the VAA solution on their web sites allowing their customers to connect with their service representatives easily.

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