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News : Fuze Optimizes Customer Experience with New Patent for Unified Communication Systems

#contactcenterworld, @fuze

Boston, MA, USA, Sept, 2020 -- Fuze, a cloud-based communications provider for the modern global enterprise, announced that it has been awarded a new patent for unified communication (UC) systems, enabling streamlined contact center communications for an enhanced customer experience.

The U.S. Patent and Trademark Office (USPTO) issued Fuze U.S. Patent No. 10298752B1 on May 21, 2020. The invention intelligently routes inbound communication requests based on recorded user history. This user history is also forwarded to contact center agents in a shared communications log. The process helps efficiently direct incoming requests to agents with the appropriate skill set, optimizing agent workflows for enhanced customer support.

"Fuze’s contact center acts as the heartbeat of the communications platform and we’re continually iterating to provide users with a rich, modern, and easy-to-use communications experience," said Rob Scudiere, president and chief operating officer at Fuze. "With the ability to route inbound communication requests based on past user activity, this patent enables us to provide efficient and personalized customer communication and support."

Earlier this year, Fuze unveiled enhancements to its fully integrated contact center as a service (CCaaS) solution, embedded within the Fuze unified communications as a service (UCaaS) platform. The combined experience provides enterprise contact centers with a holistic view of their organization and deeper insight into contact center performance, ultimately boosting productivity with the ability to provide support internally and externally.

#contactcenterworld, @fuze

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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Today's Tip of the Day - Voice Mail

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

Published: Tuesday, September 22, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 

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