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Contact Center

Combining UCaaS and CCaaS for Maximum Productivity

Fuze Contact Center is a fully integrated contact center as a service (CCaaS) solution that harnesses the power of Fuze’s global unified communications as a service (UCaaS) platform to provide a powerful call routing engine and ensure callers are directed to the right agent quickly, securely, and most importantly, with crystal clear voice quality. Agents and supervisors can log-in from anywhere, on any device with Fuze Contact Center.

For customers with more advanced contact center requirements Fuze has partnered with the two highest rated cloud-based contact center solution providers in the market: NICE+inContact and Five9. Both providers have unique strengths that allow Fuze to support the solution that best matches each customer’s business requirements.

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Empowered
agents
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Command
the queue
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Integrate
your work
Empowered agents

Empowered agents

Fuze Contact Center provides agents with a high level of control and visibility into their queues and groups allowing them to effectively manage their participation and engagement.

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Command the queue

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

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

  • 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.

  • Supervisor Visibility

    Directly within the Fuze app, supervisors can see overview metrics of all queues, drill down to individual queue and agent statistics, manage agent status and priority, and even pop-out individual queues to create personal wallboards.

  • Queue Administration

    Ensuring your caller gets to the right agent quickly and efficiently is imperative for first call resolution and higher caller satisfaction. Design calls flow and IVR routing, configure.

  • 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 for up to 2 years of data.

NICE+inContact & Five 9 Integrations

  • Fuze User Directory

    Agents on partner platforms can quickly search for knowledge workers and subject matter experts who reside on the Fuze platform with the Fuze Directory integration.

  • Presence Integration

    Integrations with Fuze Presence provide agents on partner platforms with the presence and availability of Fuze users.

  • Click-to-Call

    Easily connect with a Fuze user by simply clicking their name in the directory; the system automatically dials on connects the call.

  • Dedicated Routing

    Agents on partner platforms can quickly transfer calls to the Fuze platform with dedicated routing, all while maintaining the integrity of the call.

Qualtrics

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
US Auto Sales

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
Health Care System

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
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