Fuze has unveiled its newly fully integrated Contact Centre as a Service (CCaaS) solution, embedded within the Fuze Unified Communications as a Service (UCaaS) platform.
The update provides enterprise contact centres with a fuller view of their organisation and deeper insight into contact centre performance, the company claimed. It said this integration would ultimately,
“…boost productivity and the ability to provide support internally and externally”
Jed Brown
Fuze said that the combination of the two would reduce the friction of switching between UCaaS and CCaaS applications for contact centre agents and supervisors as they service customers, while also collaborating cross functionally within their organisation.
It would also allow supervisors to function as part of the whole team, increasing ease of administration, support and communication, while allowing leaders to identify trends and determine how they are impacting performance.
Fuze is also offering new mobile functionality for agents, including remote access to queue information, as well as the ability to sign-in, sign-out, and pause participation in their queues, enabling streamlined agent connectivity for customer support on the go.
In an exclusive interview with UC Today, Jed Brown, Senior Vice President of Product at Fuze, said that Part of the motivation behind this integration was in fulfilling gaps in companies that are outside the traditional list of a contact centre.
“An example of that, in February as part of our beta, where we saw a lot of success, was in the retail space,” he said. Retailers have shop floor staff that move around all day and would not consider themselves to belong in a contact centre. But these staff can use the product as a way of checking in with other departments and be a part of the flow of communications that handle customer requests. These are what Brown terms “hidden contact centres within enterprises”.
“Areas that you typically wouldn’t consider or think of as complex contact centre solutions.”
Slack gets one-click calling with Fuze integration
In other developments, Slack users will now be able to make voice calls via Fuze directly from the platform with a new enhancement to its existing integration.
The new enhancement broadens Fuze’s integration with Slack to provide users with an easier means of moving between calling, meeting, and chatting. Users can now easily transfer between the two platforms, using one click to escalate from a Slack direct message, public or private channel, to a Fuze voice call or video meeting, including full screen sharing capabilities.
Brown said that what Slack has realised in being up against the likes of Microsoft Teams is that telephony is still very important. He said that Slack has done a lot of work in enhancing how phone numbers appear in Slack.
“The next evolution with telephony that Slack has bought in is that if you and I are having a one to one conversation, assuming it is part of their integration, you can list your mobile number, your landline, whatever it is, and now from Slack, I can actually place a call to one of those numbers,” he said.
“Whether you’re interacting with multiple people or a single person, we’ve made it really easy so you’re not flipping between applications, you just hit it in Slack”
The new update to Fuze’s integration for Slack is generally available to all Fuze customers immediately.
from UC Today https://ift.tt/3buIKMR
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