Castanon-Martinez and McBain said Masergy remains a cutting-edge provider. At this week’s Enterprise Connect conference, Masergy launched a new AI-powered virtual agent. Masergy Intelligent Virtual Agent powers virtual assistant and chatbot features for the company’s global UCaaS offerings. It also serves as the queueing agent for its cloud contact-center platform.
Although by no means a new player, among the UCC innovators that need to be spotlighted is Metaswitch, which earlier this year launched MaX UC, an in-network, mobile-native UCC offering that features one-touch in-call via native dialer, network-powered multiple persona support and business-quality voice features, Castanon-Martinez said.
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