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Fuze Identified as a Contender in the 2021 Aragon Research Globe™ for Intelligent Contact Center

July 20, 2021 by Rob Scudiere

Recently, Fuze was identified as a contender in the 2021 Aragon Research Globe™ for Intelligent Contact Center (ICC), an honor we are thrilled to announce. At Fuze, we are focused on growing our products and offerings, making it a core part of our business to listen and learn what our customers need. This recognition in particular is important to us because our investment in our contact center offerings is top of mind for us as a company.

 

The report provides insight into Fuze’s ability to offer an integrated ICC and unified communications and collaboration offering, providing the audio, video, and chat capabilities required for a more effective and productive contact center experience.

 

The Fuze platform “has continued to push the envelope on ease of use” specifically, “leveraging its wholly owned IP for audio, video, and chat.” Enterprises are realizing the importance of  an integrated ICC offering, especially with the rise of hybrid work. The pandemic has created a more competitive landscape for the ICC market, and given the recent demand for cloud contact centers, the Fuze platform has evolved to become a more effective and productive contact center experience.

 

The Aragon Research Globe™ for Intelligent Contact Center is a market evaluation tool that measures major vendors’ ability to provide virtual agent offerings, placing them within four categories: Leaders, Contenders, Innovators and Specialists. Companies within the contender category have strong performance, and are well-positioned to expand their strategic focus in this space.

 

Priority Focus on Contact Center Growth

This year, Fuze commitment to its contact center solutions has been front and center, making this recognition from Aragon Globe important. The spotlight is centered on growing the digital economy, and because of this, we are doubling down on our commitment to bring the best solutions.

This year alone we have announced a series of new product features and solutions focused on enhancing the Fuze Contact Center:

 

  • New Contact Center Updates: In March, we announced new contact center updates. Knowing agents and supervisors are in need of a more holistic view of contact center activities and insights, we created a solution to support this need.

 

  • Fuze Contact Center: We welcomed a new standalone solution for the trusted Fuze Contact Center, specifically supporting enterprises. Now with better customer experiences and faster deployment for accelerated enablement, our enterprise customers are seeing a significant return on investment when implementing this standalone solution.

 

  • Recent Partnerships: Fuze continues to prioritize partnering with organizations who  need our integrations. We’ll continue to partner with organizations like Verint Monet and Envision to create enhanced workforce engagement capabilities.

 

It is no secret the workplace is evolving, and that doesn’t exclude the contact center. The global workforce is now distributed and there is no longer a need for a one-size-fits all contact center experience. With new priorities like engagement and better customer success important for the contact center, Fuze will continue to innovate to meet the needs of the changing industry — with our customers always top of mind.

 

The full Aragon Research Globe for Intelligent Contact Center can be found on our website.

 

Disclaimer: Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them "AS IS," without warranty of any kind.

Rob Scudiere
Rob Scudiere

As President and COO, Rob oversees our post-sales functions at Fuze globally including Services, Support, Logistics, Product, and Engineering, to ensure an exceptional experience for our customers. Rob brings more than 20 years’ experience leading product development, information technology, operations, and professional services organizations in high-growth public and private high-tech companies.

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