With today’s consumers becoming increasingly connected and in turn expect the best and most from brands they trust, businesses need to understand that the customer experience is now the next competitive battleground. The better the overall customer experience is, the higher the chances a business has of attracting and retaining clients. In fact, a study by customer intelligence firm Walker reveals that by 2020, the customer experience will overtake price and product as the key brand differentiator. This means that companies now more than ever need to rethink their customer-facing strategies in order to create and deliver exceptional customer experiences that will entice loyalty.
Fuze, an enterprise cloud communications solutions provider, believes that one of the keys to shaping good customer experiences is through developing good customer interactions with a contact center. Fuze offers cloud contact center solutions to meet a variety of needs. And in order to further support global contact centers improve user and customer experience, the cloud communications provider recently launched a series of new product integrations with inContact, a global leader in cloud contact center software solutions. Their latest collaboration is designed to provide an enhanced caller experience, offer less complexity for agents, and deliver the highest quality of connectivity.
More Than Just a Call Solution
The role of contact centers and contact center agents has significantly shifted from simply being a place for handling customer calls to becoming a business’ best brand ambassadors. Hence, it is crucial for businesses to equip their contact centers and their agents with the right tools and technologies that will enable them to perform their tasks with ease and efficiency. This is the challenge that Fuze, in collaboration with inContact, seeks to address.
This partnership combines Fuze’s world-class global network with inContact’s best-of-breed contact center technology to provide modern enterprises (especially contact centers worldwide) with industry-leading end-to-end cloud-based communications. Derek Yoo, the Co-founder and CTO of Fuze, said that the company has always been committed to offering solutions that support modern enterprises, especially those with globally distributed teams. And their newest deal with inContact takes them a step further toward realizing those goals.
“Using the integrations, agents can leverage the power of Fuze’s enterprise grade UCaaS platform from inContact My Agent eXperience — MAX, providing a seamless experience for both the agent and the caller,” said Yoo. “We are excited to build upon our partnership with inContact by introducing new ways to reduce complexity, improve connectivity, and offer superior customer interactions whenever and wherever business is conducted.”
Fuze-inContact Core Integrations
Here’s what contact centers can expect from Fuze and inContact’s latest partnership:
- Data Center Connectivity - The latest collaboration between the two companies doesn’t merely involve integrating features and basic contact center functionalities, but it starts right at the core: the data center. The partnership enables Fuze and inContact to create dedicated private connections between their data centers located in North America, the Middle East and Africa (EMEA), and Asia Pacific (APAC). And because their connections do not depend on the Public Switched Telephone Network (PSTN) or public internet, users can be assured to enjoy the highest levels of security between the two platforms.
- Virtual Prefix Routing (VPR) - Fuze also utilizes VPR, which means that all contact center calls will be directed to the nearest Fuze and inContact data center in order to provide the best audio quality and reduce call latency.
- Presence Adapter - The Fuze/inContact Presence Adapter ensures that all customer issues are swiftly addressed by directing all customer calls to available agents only. When an agent is on a call or video meeting, for instance, the Presence Adaptor automatically updates the inContact MAX agent availability and displays the agent’s status as “Unavailable - Fuze Call”. Only then will calls be routed to agents the status indicates that they are free. In addition to effectively routing customer calls, this feature also gives an accurate view of an agent’s activity throughout the day.
- Dynamic Directory Sync - This feature comes in handy for cases when a contact center call requires the assistance of a subject matter expert or knowledge worker for faster resolution. Contact center agents can use the Dynamic Directory Sync to locate subject matter experts and knowledge workers and seamlessly transfer the call to them.
|Fuze Contact Center Features
|Intelligent Call Routing
||Do not disturb
||Elapsed call timer
||Incoming call display
|Unlimited and scalable queue capacity
||Whisper and break-in functionality for training
Fuze’s latest collaboration with inContact proves that they are serious about expanding and obtaining a larger piece of the cloud communications market. The Cambridge-based company recently raised an additional $30million capital in its recent financing round, making them one of the potential companies in Boston tech to go public.
To learn more about Fuze and inContact and discover how technologies are transforming contact center conversations worldwide, please visit inContact or Fuze's website.
Fuze is a trusted provider of cloud-based Unified Communications as a Service (UCaaS) for global enterprises. Fuze transforms how today’s businesses and workforce today work by offering solutions that integrate voice, video, text, presence, messaging, and collaboration from a single source through the cloud. They also offer Fuze Connect, a full-service technology integration solution, that lets companies link the Fuze UC platform to the suite of business apps they use. Fuze is based in Cambridge and is formerly known as ThinkingPhones.
A NICE company (Nasdaq: NICE), inContact provides cloud and on-premise contact center software solutions. Their solutions integrate omnichannel routing, workforce optimization, and analytics to enable contact centers efficiently manage customer relationships from beginning to end.