Integrate Masergy and ServiceNow Now

About Masergy

Masergy is a web-based, voice-over-internet protocol (VoIP) that provides hybrid networking and cloud communications to enterprise-level companies across six continents in over seventy countries. Founded in 2000 in Plano, TX, Masergy has routinely been on the cutting-edge of networking applications. The company launched its managed firewall in 2009, its business to business video application in 2010, and its secure, expanded cloud marketplace in 2012. In 2014 Masergy introduced the industry’s first mobile app for global bandwidth on demand, a function which lets IT professionals manage and control their infrastructure at any time, from anywhere in the world, while in 2017, it launched its cloud contact center.

Masergy’s central services include hybrid networking, cloud communications, and managed security. Its hybrid networking solutions allow enterprises access its platform via three fully managed connectivity options: intelligent connectivity (high performance, private connectivity), network as a service (secure lines through client-provided broadband connections), and managed broadband (internet connectivity with active monitoring). Moreover, Masergy’s Global Unified Communications as a service program can replace a cloud-based private branch exchange (PBX) and provide more regimented and managed security for its cloud communications. The cloud-based UCaaS is scalable, resilient, and available from anywhere in the world on multiple devices. Key UCaaS features include single number mobility; one inbox for voicemail, email and fax; global dialing without long distance charges; and easy systems management through cloud-based tools and real-time analytics.

In a review of Masergy’s UCaaS software, ITQlick notes that the product’s most useful and crucial features include “comprehensive call management with support for unlimited local and long distance calling… high definition voice and video support along with geographical redundancy and call accounting.” In 2015 Masergy UCaaS received Internet Telephony Magazine’s Unified Communications Excellence Award. It also received TMC’s 2015 Communications Solutions Product of the Year Award and its Unified Communications Product of the Year Award.

About ServiceNow

Headquartered in Santa Clara, California, ServiceNow is a cloud-based enterprise solutions provider. The company founded by Fred Luddy in 2004 specializes in IT enterprise management software. Over the years, the company has raised a total of $83.7 million through several rounds of investments. Prominent investors in the venture include Greylock Partners, JMI Equity, and Sequoia Capital. To improve security and functionality of its products, ServiceNow has acquired several companies including BrighPoint Security, ITapp, and DxContinuum—an analytics solutions company. John Donahoe, former eBay CEO, was recently hired to run the company as its CEO. Founder Fred Luddy is currently the company’s Chief Product Officer.

ServiceNow provides a range of Enterprise IT solutions for companies. It is well-known for its IT Service Management, IT Business Management, IT Operations Management capabilities. The company also provides Application Development support and manages data security. ServiceNow ventured into the customer service management space in 2016. ServiceNow Customer Service Management products help companies to pre-empt and resolve customer issues even before they crop up. The primary focus is on ensuring customer satisfaction by addressing the root cause of the issues. Responses to common queries are automated to save time and effort. The self-service portal enables customers to solve problems on their own schedule.

The software also has capabilities to automate workflow and assign tasks based on the skills, location and availability of the customer service executives. The software links queries to orders automatically to help service agents resolve them efficiently. It enables multiple teams to collaborate and solve customer queries.

ServiceNow is has won several awards for its innovative products and services. In 2013, ServiceNow won the Techworld Award for Best SaaS Product. ServiceNow was a finalist for the TechAmerica High Tech Awards in 2010 for their exceptional cloud-based IT service management services.