Fuze Contact Center
Enhance the customer experience with powerful call routing and queuing, intuitive supervisor and agent access, and robust integrations with line-of-business applications
Fuze Contact Center provides a powerful routing engine to ensure callers are directed to the right agent quickly, securely, and, most importantly, with crystal-clear call quality. Whether its implemented as a standalone solution for independent departments or fully integrated with Fuze’s unified communications as a service (UCaaS) platform, Fuze Contact Center is a contact center as a service (CCaaS) solution that harnesses the power of Fuze’s global calling network for the highest voice quality and 99.999% uptime reliability. To empower the increasingly distributed workforce, agents and supervisors can log in from anywhere, on any device, including mobile phones and tablets, guaranteeing no missed calls.
For customers who require enhanced quality management and workforce optimization, Fuze has partnered with Verint Monet and Envision, providing integrations for voice and screen recording, as well as scheduling and forecasting for enhanced workforce engagement management.
Fuze also partners with the two highest rated cloud-based contact center solution providers in the market, NICE CXone and Five9, for customers with more advanced contact center requirements.
Empowered agents
Fuze Contact Center provides agents with control and visibility into their queues and groups allowing them to effectively manage their participation and engagement.
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Command the queue
Supervisors can view real-time queue statistics and manage agent status directly in Fuze Desktop or Fuze Web, eliminating the need to move between various applications with different interfaces.
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Integrate your work
Fuze integrates with leading enterprise applications such as Salesforce, Zendesk, ServiceNow, NetSuite, Dynamics, Bullhorn, and more to quickly provide agents with caller information.
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Fuze Contact Center Features
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Agent Access
Whether on Fuze Desktop, Fuze Web, or Fuze Mobile, agents can easily log in and out of their queues, pause and resume with wrap codes, and view real-time information and queue statistics.
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Supervisors & Managers
Directly within the Fuze application, supervisors can see queue overview metrics, drill down to individual queue and agent statistics, manage agent status and priority, and even pop-out individual queues to create personal wallboards.
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CRM & Helpdesk Integrations
Access and sync caller information directly from your CRM or helpdesk applications like Salesforce, Zendesk, Netsuite, and Bullhorn with Fuze Contact Center.
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Data & Analytics
Extend queue visibility with Fuze View, which provides real-time data for up to 90-days of statistics, or dive deeper with Fuze Discover’s analytics and trend analysis tools with up to 2 years of data.
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NICE CXone & Five9 Integrations
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Fuze User Directory
Agents on partner platforms can quickly search for knowledge workers and subject matter experts outside the contact center with the Fuze Directory integration.
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Presence Integration
Integrations with Fuze Presence provide agents on partner platforms with the availability of Fuze users.
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Click-to-Call
Easily connect with a Fuze user by simply clicking their name in the directory -- the system automatically dials and connects the call.
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Dedicated Routing
Agents on partner platforms can quickly transfer calls to non-contact center employees with dedicated routing, all while maintaining the integrity of the call.
We had several “mini” call centers in our organization that were utilizing ring groups to direct inbound calls. We implemented Fuze Contact Center and this provided greater reporting and visibility into these teams. We have experienced improved performance in these groups as a result of the change to Fuze Contact Center.
Jeff Dowdle Director of Technology, National Bankruptcy Services, LLC
We use Fuze as our contact center solution. They provide all phone services for our agents. We previously had all hard phones, but recently moved to softphones. They are cost effective, and their customer support is really top notch.
Luke Ferrel Head of Global EX Operations, Qualtrics
Fuze is the cornerstone of our business operations. The tools make it easy for our staff to view current volume and ensure low wait times. It’s a great fit for organizations that do not have a heavy IT staff. The training is super easy and simple and can scale with your growth.
Travis McKeone CIO, US Auto Sales
Fuze is extremely well suited to support our customer service and first-time appointments call center. The creation of accounts for the agents and management of the call queues is very straightforward. The data center redundancy of the company provides us with the peace of mind needed in a system that is available 24/7 like in our crisis call center.
Aaron Hall VP of IT, Volunteer Behavioral Health Care System