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News : Fuze Identified as a Contender in the 2021 Aragon Research Globe for Intelligent Contact Center

#contactcenterworld, @fuze, @aragonresearch1

Boston, MA, USA, July, 2021 -- Fuze, a cloud-based communications provider for the modern global enterprise, announced that it has been named a Contender in the Aragon Research Globe™ for Intelligent Contact Center (ICC). The report notes Fuze’s ability to offer an integrated ICC and unified communications and collaboration offering, providing the audio, video, and chat capabilities required for a more effective and productive contact center experience.

"The Fuze Platform has continued to push the envelope on ease of use, leveraging its wholly owned IP for audio, video, and chat, and this is why it has continued to win large enterprise deals," said Jim Lundy, CEO and Lead Analyst of Aragon Research. "As enterprises realize the need for an integrated ICC and UCC offering Fuze offers those buyers a significant set of capabilities."

Fuze continues to invest in its contact center solutions. In March, the company announced a series of new product features to enhance the Fuze Contact Center experience for agents and supervisors, providing users with a holistic view of their contact center activities and deeper insight into agent performance. 

"We believe that being identified as a Contender in the ICC Globe is a testament to the value we bring to contact center operations. Fuze contact center solutions are specifically designed to meet the evolving demands of a growing digital economy," said Rob Scudiere, president and chief operating officer at Fuze. "Unified communications is at the heart of the modern intelligent contact center, and we are well-positioned to support the pivot to virtual agents across industries – a movement that will enable increased efficiencies within contact center operations and drive more impactful agent interactions."

With the rise of hybrid work emerging in the wake of the pandemic, the demand for cloud contact centers is growing, forcing enterprises to develop a digital labor strategy to remain competitive within the ICC market. The Aragon Research Globe™ for Intelligent Contact Center is a market evaluation tool that measures 15 major vendors’ ability to provide virtual agent offerings, placing them within four categories: Leaders, Contenders, Innovators and Specialists. Companies within the contender category have strong performance, and are well-positioned to expand their strategic focus in this space.

#contactcenterworld, @fuze, @aragonresearch1

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Fuze:
Company LogoFuze Digital Solutions is a privately-held and profitable company focused on providing comprehensive, affordable and easy to use software. The Fuze Suite is a completely web-based eService solution that includes a searchable knowledge base, personal finance content, email and contact management, e-alerts and targeted marketing functionality.
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About Aragon Research:
Company LogoAragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts.
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Today's Tip of the Day - Environmental Considerations

Read today's tip or listen to it on podcast.

Published: Saturday, July 24, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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