BOSTON, MA (November 19, 2020)—Fuze, the leading cloud-based communications provider for the modern global enterprise, today announced that it has achieved its status as a Certified Support Staff Excellence Center by the Technology Services Industry Association (TSIA), meeting its rigorous standards for the fourth year in a row. This year, Fuze was recognized for its continued growth in providing exceptional customer support, including a further 58% improvement in overall initial response time and a 23% increase in support’s Net Promoter Score.
"We're honored to publicly recognize and congratulate these leading organizations at TSIA Interact for their outstanding achievements, both this year and for several years running," said Thomas Lah, executive director and executive VP, TSIA. "By going through these rigorous evaluation and certification programs, these companies have proven their dedication to excellence and their unwavering commitment to their customers."
The Certified Support Staff Excellence Center certification is a staff development program that enables the delivery of a superior customer service experience through the development of the most critical service delivery resource a company has: its people. The designation leverages performance metrics that ensure the entire service organization's staff internalize key elements of the training program and can improve their interactions with customers on a sustained level.
“Reliable and consistent customer support is foundational to the Fuze experience and it is a standard that we strive to uphold and exceed for our customers every day,” said David Donatelli, senior vice president of global customer support at Fuze. “We are proud to serve as a trusted partner to our customers, especially during the COVID-19 pandemic when distributed teams are facing unprecedented challenges. This recognition from TSIA confirms our enduring commitment to all of our customers around the world.”
This certification from TSIA comes on the heels of Fuze’s expansion of its next generation Fuze Integrations Ecosystem, featuring new integrations with Microsoft Teams, Google Calendar, and Zapier in the Fuze Marketplace. Fuze also recently announced a series of enterprise-grade enhancements to the Fuze platform, including new features for improved scalability and mobility and upgrades to the Fuze Contact Center and IT management tools, enhancing user experiences across the distributed workforce.
For more on Fuze’s Worldwide Support Services, visit: www.fuze.com/worldwide-support-services.
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.
Fuze is a global cloud communications provider for the enterprise. Our intuitive unified communications and contact center platform enables seamless transition between calling, meeting, chatting, and sharing powered by the industry-leading intelligent cloud architecture. Fuze empowers the digital and distributed workforce to communicate anywhere, anytime, and across any device. Founded in 2006, Fuze is headquartered in Boston, MA with offices around the world. For more information, visit fuze.com.