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News : Masergy Launches New AI-Powered Intelligent Virtual Agent


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.


Posted by Veronica Silva Cusi, news correspondent

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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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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