Migrate your Masergy data
Managed SD-WAN and cloud communications platform acquired by Comcast Business in 2021, serving global enterprises with hybrid networking, UCaaS, and CCaaS bundles.
In its favor
Why people choose Masergy
The signal that keeps Masergy on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
Global SD-WAN with AI-driven app performance monitoring that simplifies multi-site enterprise networking without requiring on-premises hardware management.
Integrated UCaaS and CCaaS from a single vendor reduces the complexity of managing separate voice, video, and contact center platforms across distributed organizations.
Managed security services including MDR, EDR, and compliance testing are bundled with networking, eliminating the need for a separate security vendor for mid-market enterprises.
Masergy's AIOps-driven platform automates network optimization and threat response, reducing the operational burden on in-house IT teams at enterprises without dedicated network engineering staff.
Acquisition by Comcast Business in 2021 provided additional global backbone capacity and financial stability, reassuring enterprises concerned about vendor longevity.
Post-acquisition integration between Masergy's legacy portals and Comcast Business systems has created duplicate management interfaces, confusing IT administrators managing both networking and unified communications.
Pricing for Masergy SD-WAN and CCaaS bundles is opaque and negotiated individually, leading enterprises to switch to competitors with transparent per-seat or per-site pricing models.
Enterprise customers report that Masergy's managed security services lack the depth and customization options available from specialized MSSPs, prompting a split where networking stays but security migrates elsewhere.
Support response times have lengthened post-acquisition, with enterprises noting that tier-2 and tier-3 technical support now routes through Comcast Business call centers unfamiliar with Masergy-specific configurations.
Long-term contract lock-in with multi-year MPLS and SD-WAN agreements has driven churn as enterprises seek shorter commitment periods from more agile SD-WAN vendors.
Reasons to switch
Why people leave Masergy
The recurring reasons buyers give for replacing Masergy. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where Masergy fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
Masergy pricing overview
Masergy pricing is not publicly published; all plans are enterprise-only and negotiated directly with Comcast Business sales. Contracts typically bundle SD-WAN, UCaaS, CCaaS, and Managed Security services with minimum term commitments of one to three years.
Custom (Sales-Led)
Tier 1 of 1
Custom — quoted per organization
What's included
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Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on Masergy's schedule — see our quote-based pricing →
What gets migrated
Masergy object support
Object-by-object support for Masergy migrations. Per-pair details surface during scoping.
SD-WAN Sites
Mapping requiredEach physical or logical site in a Masergy SD-WAN deployment holds tunnel definitions, WAN circuit assignments, and routing policies. We extract these as structured configuration exports and map them to equivalent objects in the destination SD-WAN platform, noting that Masergy-specific tunnel naming conventions do not map 1:1 to all third-party SD-WAN products.
UCaaS Users
Mapping requiredMasergy Global UCaaS user records include extension assignments, dial-plan membership, and device provisioning settings. We migrate the core user identity and extension data; device-level provisioning configurations are exported as companion configuration files for manual reapplication at the destination.
Contact Center Queues
Mapping requiredCloud Contact Center queue definitions include routing rules, priority settings, and agent group memberships. We preserve the queue structure and routing logic; agent skill assignments are mapped to the destination's equivalent tagging or routing model, which varies by CCaaS platform.
Agents
Mapping requiredAgent profiles in Masergy CCaaS include login credentials, supervisor assignments, and queue entitlements. We migrate agent identities and entitlements as a structured import set; active session state is not migratable and requires agents to log in fresh at the destination.
Teams
Mapping requiredMasergy team structures map supervisor-to-agent relationships and team-level queue assignments. We export team rosters as structured data and reapply them to the destination's org hierarchy, handling differences in how teams are scoped between Masergy and third-party platforms.
Call Recordings
Not in this platformCall recordings are stored in Masergy's media infrastructure and are not exported via any documented self-service or API mechanism. We flag this as a data category that must be retained in place or exported manually through Comcast Business support channels.
Security Policies
Mapping requiredManaged Security policy rules — including firewall, IDS/IPS, and MDR configurations — are defined in Masergy's security portal. We export policy rule sets as structured configuration exports; the destination platform must support an equivalent policy schema for the rules to apply automatically.
Dial Plans
Mapping requiredMasergy UCaaS dial plans define routing behavior for internal extensions, DID numbers, and outbound call routing. We export dial-plan rules and map them to the destination's routing table format, noting that complex multi-stage dial-plan logic may require simplification at the destination.
WAN Circuits
Mapping requiredMasergy SD-WAN manages physical WAN circuits (MPLS, broadband, LTE failover) and their bonding or failover assignments per site. We record circuit identifiers, bandwidth allocations, and failover priority settings as structured configuration data for reapplication at the destination.
Managed Detection and Response Alerts
Not in this platformMDR alert history and incident records are maintained in Masergy's SIEM platform and are not accessible via customer-facing API. We do not migrate alert history; we flag this as a data category requiring Comcast Business support engagement for any compliance or audit retention needs.
| Object | Support | Notes |
|---|---|---|
| SD-WAN Sites | Mapping required | Each physical or logical site in a Masergy SD-WAN deployment holds tunnel definitions, WAN circuit assignments, and routing policies. We extract these as structured configuration exports and map them to equivalent objects in the destination SD-WAN platform, noting that Masergy-specific tunnel naming conventions do not map 1:1 to all third-party SD-WAN products. |
| UCaaS Users | Mapping required | Masergy Global UCaaS user records include extension assignments, dial-plan membership, and device provisioning settings. We migrate the core user identity and extension data; device-level provisioning configurations are exported as companion configuration files for manual reapplication at the destination. |
| Contact Center Queues | Mapping required | Cloud Contact Center queue definitions include routing rules, priority settings, and agent group memberships. We preserve the queue structure and routing logic; agent skill assignments are mapped to the destination's equivalent tagging or routing model, which varies by CCaaS platform. |
| Agents | Mapping required | Agent profiles in Masergy CCaaS include login credentials, supervisor assignments, and queue entitlements. We migrate agent identities and entitlements as a structured import set; active session state is not migratable and requires agents to log in fresh at the destination. |
| Teams | Mapping required | Masergy team structures map supervisor-to-agent relationships and team-level queue assignments. We export team rosters as structured data and reapply them to the destination's org hierarchy, handling differences in how teams are scoped between Masergy and third-party platforms. |
| Call Recordings | Not in this platform | Call recordings are stored in Masergy's media infrastructure and are not exported via any documented self-service or API mechanism. We flag this as a data category that must be retained in place or exported manually through Comcast Business support channels. |
| Security Policies | Mapping required | Managed Security policy rules — including firewall, IDS/IPS, and MDR configurations — are defined in Masergy's security portal. We export policy rule sets as structured configuration exports; the destination platform must support an equivalent policy schema for the rules to apply automatically. |
| Dial Plans | Mapping required | Masergy UCaaS dial plans define routing behavior for internal extensions, DID numbers, and outbound call routing. We export dial-plan rules and map them to the destination's routing table format, noting that complex multi-stage dial-plan logic may require simplification at the destination. |
| WAN Circuits | Mapping required | Masergy SD-WAN manages physical WAN circuits (MPLS, broadband, LTE failover) and their bonding or failover assignments per site. We record circuit identifiers, bandwidth allocations, and failover priority settings as structured configuration data for reapplication at the destination. |
| Managed Detection and Response Alerts | Not in this platform | MDR alert history and incident records are maintained in Masergy's SIEM platform and are not accessible via customer-facing API. We do not migrate alert history; we flag this as a data category requiring Comcast Business support engagement for any compliance or audit retention needs. |
Gotchas
What to watch for in Masergy migrations
Issues we've hit on past Masergy migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
Acquisition by Comcast Business split the admin experience
No customer-facing API for data export
Call recording storage is non-portable
MDR alert and incident history not accessible
Long-term contract exit negotiation required
| Severity | Issue |
|---|---|
| High | Acquisition by Comcast Business split the admin experience |
| High | No customer-facing API for data export |
| Medium | Call recording storage is non-portable |
| Medium | MDR alert and incident history not accessible |
| Low | Long-term contract exit negotiation required |
Leaving Masergy?
Where Masergy customers move next
7 destinations Masergy can migrate to.
How a Masergy migration works
Four steps, Masergy-specific
Connect
Not publicly documented — no customer-facing API published for Masergy services into Masergy. Scopes limited to read-only on the data we move.
Map
We translate Masergy-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate Masergy quirks before production.
Migrate
Full migration with Masergy rate-limit handling. Rollback available throughout.
FAQ
Masergy migration FAQ
Answers to the questions buyers ask most during Masergy migration scoping. Not seeing yours? Book a call.
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Free scoping call with a migration engineer. Tell us about your Masergy setup and destination — written quote back within a business day.