WebRTC Solution Enhances Customer Service Experience
Masergy Communications Inc., a global leader in secure networking and cloud services, announced that its Cloud Unified Communications solution is now WebRTC enabled with the launch of its Virtual Automated Attendant (VAA). WebRTC is an open source standard that enables real-time voice and video communications via Chrome, Firefox and Opera browsers.
Masergy’s WebRTC solution includes an easy-to-use application wizard that allows customers to easily create custom menu structures to meet the specific needs of their business. The intuitive wizard auto-generates the necessary code, which can easily be embed within customers’ websites.
Initial implementations include web-based voice communications for sales and support functions. Masergy’s WebRTC solution changes the end user experience allowing them to easily navigate to the specific resource they need and initiate a call with the click of a mouse. The call is established from the user’s browser to an existing telephone destination, bypassing the Public Switched Telephone Network.
“Our unique, self-provisioning solution enables a simple and intuitive customer support experience,” said Dean Manzoori, Product Management VP, Masergy. “This solution eliminates the need for a web site visitor to search for contacts, phone numbers, or deal with computer-based voice response systems when they need to speak to a sales or support representative.”
VAA embodies Masergy’s Software Defined Network (SDN) philosophy, providing enterprises with automation, simplicity and cost savings. VAA does not require any additional investment in hardware and is available to existing Cloud UC customers free of activation costs. Through the Masergy UC infrastructure, customers can monitor and measure VAA’s call quality to ensure uninterrupted communications.
Masergy has implemented the VAA technology on its customer support web page. The Click to Call with WebRTC feature enables customers to reach technical support personnel for Global Cloud Networking, Advanced Managed Security and Cloud Unified Communications with the click of a button.
Masergy owns and operates the largest independent global cloud networking platform and delivers fully-managed hybrid networks to enterprises. Masergy also provides advanced managed security and cloud unified communication solutions. Our patented technology, customizable solutions and unmatched customer experience are why a growing number of global enterprises rely on Masergy to deliver performance beyond expectations. For more information visit here.