Fuze, a Cambridge-based maker of integrated communication software and solutions for the modern global enterprise, has stayed true to its promise to launch more innovative products and solutions, recently debuting Fuze Connect. Designed to help companies achieve greater efficiency and provide exceptional customer experiences, Fuze Connect enables organizations to link the existing Fuze Unified Communications (UC) platform to the current line of business applications they use.
The announcement came a few weeks after the cloud communications company raised an astounding $104 million in new funding, which will be used to finance international expansion and enterprise-focused product innovation.
Seamless Integration with Leading Business Apps
In a fast-paced and increasingly competitive business environment, having the right information at the right time is crucial to success. Organizations and their employees need access to essential business tools as well as client information in order to streamline business processes. However, using a plethora of standalone systems and apps can also foster unwanted outcomes like inefficiencies in the workplace. Companies that use separate tools to make phone calls and store relevant customer data, for example, have to manually make notes regarding client calls because they do not have a way to automatically link phone calls with customer interaction tools. Such processes as this are not only time-consuming, but they are also highly prone to user input error. This is the challenge that Fuze Connect seeks to solve.
A full-service technology integration solution, Fuze Connect enables seamless integration between Fuze’s business communications platform and leading enterprise applications such as Customer Relationship Management (CRM) software for sales teams and service desk applications for customer support teams.
Anthony Meo, Vice President of Global Technology Solutions at Fuze, said in a release, “Having APIs available for your customers to use doesn’t necessarily translate to customer value. Platform APIs are an essential tool to build integrated solutions but you need resources and expertise to build the integrated solutions that provide real business value. We are taking a new approach to our enterprise integration strategy with a value-added service that combines critical customer information found in enterprise apps people rely on every day with their business communications platform.”
Why Fuze Connect
Fuze believes that access to relevant data during customer interactions can greatly enhance the overall customer experience. This is why Fuze Connect is a vital tool for companies that seek to enhance their relationships with customers and clients. The solution helps deliver valuable customer insights (from CRM and customer service software systems) to employees as needed. In addition to providing caller context, the integration also interacts with the enterprise platform backend. This enables employees to add content such as contacts and call notes directly from the Fuze Connect screen pop.
Below are the key benefits of Fuze’s latest solution:
- Meaningful information and workflows – Fuze Connect eliminates the distracting and time-consuming process of having to look up customer details or prior interactions by providing users with quick access to relevant customer contact details, support ticket details, notes from past conversations, open sales opportunities, and more. This lets employees manage workflows better, allowing them to be more productive.
- Full service – While customizing integrations can help companies create a solution specific to their unique needs, it can also be expensive and complicated. Apart from having to staff a team of developers, enterprises must also undertake careful research to ensure that the end product is suitable and useful for its end users. With Fuze Connect, all the work is covered. From the research to the maintenance and updates for supported integrations, Fuze handles everything to give companies a solution that matches their needs.
- Assistance of experienced professionals – To help companies get the most from their communications solution, Fuze assigns experienced, professional in-house engineers to its account teams. Their teams all have experience designing integrated solutions with the Fuze platform and can offer tips and best practices to customers.
As integrations become increasingly valuable in today’s workplace, Meo believes Fuze Connect is a unique service offering in the UC industry. “It allows for flexibility to customize enterprise integration capabilities without employing a team of developers or a third-party vendor. Fuze integration consultants are ready to create a solution that meets enterprise customers’ specific needs,” says Meo.
Fuze integrates with some of the leading enterprise tools and applications, including Salesforce, Netsuite, Microsoft Dynamics, JIRA, Zendesk, SugarCRM, and more.
For more information about Fuze Connect or to learn more about Fuze’s offerings, visit their website.
Fuze is a Cambridge-based provider of cloud-based Unified Communications as a Service (UCaaS). Offering solutions built for how people work, Fuze brings a comprehensive range of products and services, including voice, collaboration, contact center, analytics, as well as API’s and integrations. Fuze was recently named a Leader in the Aragon Research Globe for Unified Communications and Collaboration, 2017 report.