Case Study: Masergy Communications achieves seamless web-to-voice customer connections with Ribbon Communications' Kandy Visual Auto Attendant

Kandy Powers Masergy Visual Auto Attendant Offering for Businesses

Masergy Communications, a provider of a global independent Software Defined Platform, faced the challenge of seamlessly connecting website visitors to the correct phone-based resource. Over 70% of call center interactions were preceded by a website visit, but this transition from web to phone typically lost all the context developed on the site. Ribbon Communications provided a solution powered by its Kandy platform.

The solution was Ribbon's Kandy-powered Visual Auto Attendant (VAA), which enables real-time customer interactions initiated directly from a website browser. This allowed visitors to connect to the appropriate resource through menu selections on the webpage, eliminating the need to use a telephone and listen to lengthy greetings. The result was that Masergy and its customers easily deployed the VAA, improving how their own customers connect with service representatives.

Masergy Communications