It's been one week since we wrapped up our 2021 Outlook event. It was a jam-packed afternoon where we recapped 2020, looked ahead to the rest of the year, and announced two major product updates. I also had the pleasure of interviewing Dr. Anastasia Dedyukhina, TedX speaker and founder of Consciously Digital. If you couldn’t join us at the event, here are the key takeaways.
Looking to the future.
At Fuze, we are committed to powering more efficient and productive communications and an improved user experience across the enterprise. As a trusted global partner to the world’s leading enterprises, we remain focused on driving customer loyalty and optimizing long term success and support, while looking for new ways to streamline and simplify workflows across the Fuze platform, ultimately making it easier for external partners to manage customer lifecycles.
Upgraded contact center and partner integrations.
To enhance the Fuze Contact Center experience for both agents and supervisors, we announced a series of new product features that allow seamless transitions and robust collaboration processes. Supervisors are now able to onboard and assist employees more easily by providing real-time feedback and hands on support through the “agent-centric supervisor view.” This view displays detailed insights into specific agent actions and behaviors—a critical tool as many companies transition to a hybrid work environment and employees continue working outside a traditional call center.
As part of this update, we also announced a new partnership with Envision to provide customers with voice and screen recording, desktop and speech analytics, manual and automated evaluations, quality management, and coaching.
Meeting enhancements revealed.
The pandemic accelerated the need for cross-functional solutions that enable workers to engage across devices throughout the day, whether it’s from desktop to mobile or from chat to calling. Acknowledging this trend, we unveiled the expansion of Fuze’s meeting experience to now include one-click to join functionality across providers, including Zoom, Webex, Microsoft Teams, GoogleMeet, and GoToMeeting. With this new feature, customers can launch and join meetings, regardless of the provider, from within the Fuze platform, streamlining workflows and enhancing productivity.
Additionally, we announced that we have teamed up with BigMarker, providing our customers with new advanced options and capabilities for managing large meetings, webinars, and virtual events. This will be essential tool for our customers as events transition to hybrid for the time being.
Dr. Anastasia Dedyukhina shared the importance of technology boundaries.
Over the last year, many of us have struggled with finding the right work/life balance and limiting our use of technology. A recent McKinsey study revealed that 90% of employers feel like mental health and productivity was adversely affected during the pandemic. In an in-depth fireside chat, Dr. Dedyukhina walked us through the importance of setting boundaries with technology and highlighted how technology use can be more conscious in the increasingly digital landscape.
Some interesting points include:
- Technology can empower or it can control. It’s beneficial for business leaders to help employees unplug, boosting performance and productivity.
- Employees should place physical and psychological boundaries between work and personal life. To do so, workers should have a better understanding of the type of worker they are:
- Expanders - Expanders are workers who don’t see any boundaries. The pandemic has pushed many of us into this group as the lines between work and personal life have blurred.
- Border Adapters - Adapters are workers who frequently check in on their work life, but they don’t let it entirely disrupt their personal life. For example, adapters will often wear devices to notify them of important messages and will only check relevant or urgent emails.
- Border Enforcers - Enforcers are strict about their boundaries and do not allow their professional lives to seep into their personal lives.
Only once you have an understanding of both your own and your team’s work style and personality can you accurately adjust you practice and promote habits to obtain an optimal work/life balance. These key takeaways and recommendations from Dr. Dedyukhina are beneficial for many of us not only during this period of 100% remote work, but also as organizational leaders begin to transition to hybrid work options in the second half of the year.
Thank you again to everyone who attended last week’s 2021 Outlook event! Our team couldn’t be more excited about the announcements we’ve shared and what's coming down the pipeline. As the global workforce shifts toward a hybrid model, we’re optimistic that Fuze will continue to make an impact on how enterprises communicate and collaborate.