Real Time Communications Featured Article

Masergy Deploys GENBAND's Kandy

June 09, 2015

The customer experience has become the subject of much focus in the past few years as businesses work to address the needs and desires of the always-on consumer. Customers, be they in the B2C or B2B realm, now set a much higher bar for customer service than they had in the past due to their ability to get the information and products they want when they want them via the Internet and smartphone. That has created an expectation for near instantaneous and personalized service delivered over the medium of their choice.

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Communications services provider Masergy is one company that’s responding to the call for better customer service – and it’s helping businesses to address the customer experience as well. It’s done that by introducing the Visual Automated Attendant, a WebRTC-base application that leverages GENBAND’s Kandy solution.

WebRTC is a real-time communications protocol, and GENBAND’s Kandy solution supports WebRTC. Kandy provides Lego-like components and advanced application programming interfaces that make the process of developing new products and services much faster, easier, and more affordably.

Masergy business customers can use Visual Automated Attendant to customize real-time calling features so their end customers can initiate calls with representatives via their websites.

“This is a real breakthrough in online customer engagement,” said, Dean Manzoori, Vice President of Product Management at Masergy. “We leveraged Kandy to develop VAA, which allows our customers to easily develop and provision customized online call directories and offer the ability to connect to a live agent with the click of a mouse via WebRTC-enabled voice calls. This makes for a dramatically improved customer experience by providing instant access to experts that can resolve their issues and removes the need to get on the phone and sort through complicated IVR systems.” 

Edited by Stefania Viscusi

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