Contact Center

More than just a call center solution

Improve customer interactions with simplified call routing

In today’s world, contact centers mean more than just rows and rows of cubicles and talking heads. In fact, we find that most of our customers have contact center needs even if they don't have a cube farm. Whether you have a distributed support or sales team or a receptionist directing calls at your company headquarters, contact center functionality could be the answer. Fuze offers cloud contact center solutions to meet a variety of needs, ranging from basic to extremely complex – we support businesses with one to two office locations, high-end global retailers with thousands of agents across many countries, and everything in between.

Download the Contact Center solution overview > Learn more in the Gartner Magic Quadrant for Unified Communications as a Service >
 

Skill-based Call Routing

Route calls based on employee expertise

Reduce your cost per call by giving callers the control to choose their own journey. Using automated speech recognition (ASR) and text-to-speech (TTS), callers are able to route their calls to the desired destination, all without an operator, based on the questions you choose. With intelligent call routing, contact center calls are routed to the right agent with the expertise to address the callers’ requests, resulting in reduced call times and increased customer satisfaction.

Learn more in the Gartner Magic Quadrant for Unified Communications as a Service >

Workforce Management

Analytics-based agent
scheduler at any given time

Take the guesswork out of scheduling. Employ the right people at the right time with predictive analytics. Not only will you know how many employees are required at any given time, but you will know what skills are required to meet customer demands at those times.

Learn more in the Gartner Magic Quadrant for Unified Communications as a Service >
 
 

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 unparalleled care of your people and customers. Our 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 our analytics tool, you are able to view historical trends and create ad hoc reports to learn more and take immediate action when needed.

Learn more in the Gartner Magic Quadrant for Unified Communications as a Service >

Integrations

Unified communications, truly unified.

Modern.

A reimagined experience for business communications that powers the workplace of tomorrow, today. With a user behavior-driven approach to product design, Fuze enables faster adoption and higher employee engagement, reducing the time to value.

Learn more > Work.

Designed for the way people work, Fuze powers business conversations through a secure and reliable global platform that unifies voice, video, and messaging into a single application. Work anywhere, anytime, on any device.

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Voice
Video
Messaging
Audio
Conferencing
Web
Conferencing
Webinars Video
Conferencing
Content
Sharing
Group
Chat
Instant
Messaging
Presence Contact
Center
Flow.

Fuze increases the efficiency of communication in combining a simple user experience, intelligent platform, and third party enterprise integrations to enrich every conversation, and drive workforce productivity.

The Fuze platform unlocks data from multiple sources across the enterprise providing valuable insights to business leaders about the organization and its workers.

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Magic Quadrant for UCaaS 2016

Fuze was positioned as a leader in the Gartner Magic Quadrant for Unified Communications as a Service in 2016.

Learn more in the report
UCaaS 101

Effective UCaaS promises seamless, secure, and cost-effective communications, but where do you get started? We're simplifying unified communications as a service in our latest guide.

Read More
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