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News : Masergy Launches New AI-Powered Intelligent Virtual Agent

#contactenterworld

Dallas, TX, USA, March 18, 2019 -- Masergy, a provider of secure SD-WAN, cloud communications, and managed security solutions, announced the launch of a new Artificial Intelligence (AI)-powered virtual agent. Masergy Intelligent Virtual Agent powers virtual assistant and chatbot features for Masergy Global UCaaS solutions. It also serves as the queueing agent for Masergy Cloud Contact Center.

"AI is poised to dramatically raise the table stakes for customer engagement," said Bob Laskey, EVP and Chief Revenue Officer, Masergy. "This launch represents our ongoing commitment to helping enterprises make the shift from reactive to proactive customer service. Masergy Intelligent Virtual Agent operationalizes advancements in AI, speech recognition, and natural language processing to enhance an always-available voice for customer service."

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When coupled with Masergy’s predictive analytics and machine learning capabilities, Masergy Intelligent Virtual Agent helps its users increase productivity, reduce customer service times, and improve customer satisfaction scores.

"Our Intelligent Virtual Agent is directly integrated into Masergy’s software-defined platform for added security and resiliency," said Terry Traina, Senior Vice President of Engineering, Masergy. "Our private connectivity to the virtual customer assistant platform that powers the solution is assured. For risk-averse customers, Masergy Intelligent Virtual Agent guarantees greater service reliability, enhanced packet delivery, and deeper protection than similar services from other providers."

"Many of Masergy’s future innovations will be AI-based," said Traina. "Our behavioral analysis-based security algorithms, this new intelligent agent, and our planned intelligent network advisor all aim to optimize resource efficiency, increase employee productivity and enhance customer experience."

Masergy has partnered with Inference to develop the solution. "We’re excited to partner with Masergy as they continue to provide the industry’s best experience to their customers," said Callan Schebella, CEO, Inference.

#contactenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Masergy:
Company LogoMasergy is a leader in Cloud Communications and UCaaS, providing innovative, high-quality solutions and exceptional customer service. Our managed communications and collaboration tools are delivered with our hybrid network or as a standalone service. We provide global service availability, easy system integration and 24x7 monitoring and support. By moving to the cloud, customers eliminate the need for on-premise equipment and capital expenses.
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Today's Tip of the Day - Bring Fun To Work

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Published: Thursday, March 21, 2019

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
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CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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