Contact Center

More than just a call center solution

Improve customer interactions with simplified call routing

It’s important that businesses today have the technology in place to achieve customer satisfaction and even exceed customer expectations. As companies are finding new ways to provide the best possible experience to their customers, contact center technology is being used in more places than the traditional call center environment. Fuze offers cloud contact center solutions to meet a variety of needs—ranging from basic to extremely complex. Fuze supports midsize businesses with one to two office locations, high-end global retailers with thousands of agents across many countries, distributed support or sales teams, a receptionist directing calls at headquarters, and everything in between. Our team of contact center specialists is dedicated to selecting and designing a service to meet your specific requirements.

For informal, voice-only contact centers that are used by sales, HR, and IT, the natively-built Fuze Contact Center provides powerful call routing and queuing, as well as real-time dashboards and historical reports for managers and supervisors. Curated partnerships with NICE+inContact and Five9, the two industry leading cloud-based contact center solutions, serve customers with more advanced requirements such as multimedia routing, outbound dialing, and workforce management. Combined with Fuze’s best-in-class user experience, these partnerships provide a best-of-breed solution for your unique requirements.

Empower agents

Provide agents with visibility and control

With visual queues, agents have the ability to quickly see important information such as the number of calls in queue, the number of agents logged in, and queue statistics like average hold time, calls abandoned, and service level information. Agents can also easily log in, log out, and pause all available queues or individual queues as needed with reason codes for visibility and transparency.

Enterprise integrations

Connect the digital workplace

Whether it’s a sales team utilizing a CRM or your support team using their ticketing system, there is a multitude of information available for your agents. Fuze syncs contact information from inbound calls with the appropriate system or allows agents to click-to-dial from a contact record to quickly connect. Improve the efficiency of your agents with pre-built integrations with Salesforce, Zendesk, Netsuite, and more, or custom professional services for integrating with a homegrown solution.

Management visibility

Empower your management team with performance insights that will improve customer interactions

Give your call center management team the tools they need to take care of your people and customers. A powerful analytics engine integrates data from contact center and other Fuze products to provide a complete picture of customer communications and agent performance. Paired with the analytics tool, view historical trends and create ad hoc reports to learn more about these interactions and take immediate action when needed.