Fuze Enhances Customer Experience with New Contact Centre Updates and Partner Integration 

Expanded mobility and visibility and new partnership strengthens Fuze’s integrated contact centre as a service offering

Fuze, the leading cloud-based communications provider for the modern global enterprise, today announced a series of new product features to enhance the Fuze Contact Centre experience for agents and supervisors. Fuze also announced a new partnership with Envision to improve workforce engagement management and quality assurance across the contact centre experience. 

Fuze Contact Centre, a fully integrated offering within the Fuze platform, provides users with a holistic view of their contact centre activities and deeper insight into agent performance, boosting productivity and, ultimately, the customer experience. 

To assist supervisors who are training new employees or coaching agents who need more assistance, Fuze Contact Centre now includes an agent-centric supervisor view providing detailed insights into specific agent actions and behaviours. For mobile supervisors, tablet access provides enhanced mobility, while maintaining agent and queue visibility, monitoring, and control when on the move. 

“Empowering organisations to meet evolving customer expectations around reliable and efficient contact centre experiences is a key priority for Fuze,” said Clément Wehrung, Product Strategist at Fuze. “Our continued enhancements to Fuze Contact Centre and partnerships with workforce engagement management and quality assurance experts enable enterprise organisations to drive employee engagement and provide an unrivalled customer experience, while continuing to adjust to the demands of distributed work.” 

Fuze has partnered with an industry solution to maximise workforce engagement and ensure quality at every level within the contact centre.  

Envision is a leading provider of solutions that turn customer interaction data into action, improving business outcomes and driving exceptional customer experiences. Data from phone, email, chat, and social media interactions enables organisations to quickly identify patterns and trends, optimise operations, and transform customer and agent relationships. Through this partnership, Fuze customers will benefit from access to Envision Click2Coach®, a workforce engagement and speech analytics solution that provides Fuze Contact Centre customers with voice and screen recording, desktop and speech analytics, manual and automated evaluations, quality management, and coaching.

and effective agent workforce that delivers world-class customer experiences is critical in today’s competitive environment,” says Rodney Kuhn at Envision. “With the unique capabilities of Click2Coach on the Fuze collaboration platform, enterprise organisations can now meet critical customer service objectives by empowering their contact centre with the cloud-based communications analytics required to drive successful experiences.” 

Learn more about Fuze Contact Centre here.

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