BOSTON, MA (October 31, 2019) — Fuze, the leading cloud communications platform provider for the modern global enterprise, today announced 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 third year in a row. This year, Fuze demonstrated measurable improvements to the customer support experience, including a 60% improvement in overall initial response time and a 19.5% increase in their Support Net Promoter Score.
The Certified Support Staff Excellence Center certification is a development program designed to enable a superior customer support experience through world-class frameworks and industry best practices. Leveraging performance metrics, this designation ensures that the entire service organization's staff applies key elements of the training program to improve their interactions with customers on a sustained level.
“At Fuze, we strive to provide our customers with a best-in-class experience that enables them to communicate and collaborate on their terms, driving productivity and empowering them to do their best work,” said David Donatelli, senior vice president of global customer support at Fuze. “Powerful customer support is a big part of the overall Fuze experience and this recognition from TSIA for the third year in a row reaffirms our commitment to supporting our customers to meet their business goals.”
This recognition from TSIA comes on the heels of Fuze’s recent integration with Slack, which simplifies enterprise communications and enhances collaboration by enabling users to seamlessly toggle between the two platforms when moving from a Slack conversation to a Fuze call or meeting. This integration is part of Fuze’s ongoing efforts to meet the enterprise market’s evolving needs for more open communications solutions.
"We are honored to recognize and congratulate these companies for their achievements this year," said Tom Pridham, SVP Global Accounts & GM Advisory Services at TSIA. “These organizations have clearly demonstrated they have the people, processes, and technology in place to deliver excellence and consistency in their technical support interactions that exceed customer expectations.”
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 the leading global cloud communications software platform designed for the enterprise. Through an innovative and consumer-inspired unified experience, Fuze enables seamless transition between voice, video, messaging, and content sharing. Fuze empowers the digital workforce anytime, anywhere, and across any device. Headquartered in Boston, Massachusetts, Fuze has additional locations including New York, San Francisco, Seattle, Ottawa, London, Amsterdam, Aveiro (Portugal), Paris, Munich, Zurich, Copenhagen, and Sydney. For more information, visit www.fuze.com.