News : Fuze Partners with Snap Recordings to Personalize Contact Centers
Boston, MA, USA, Dec, 2019 -- Fuze, a cloud-based communications provider for the modern global enterprise, announced a partnership with Snap Recordings, a provider in professional voice recordings for business phone systems. The partnership empowers Fuze cloud contact centers with automated voice recordings for a more personalized and streamlined customer experience, ultimately creating the human connection that is critical to customer loyalty and satisfaction.
"As more processes within the contact center fall under the automation umbrella, businesses walk a fine line between simplifying the customer experience and delivering a human connection that is imperative to sustaining customer relationships," said Jed Brown, SVP of Product at Fuze. "Combining Fuze cloud communications with customized recordings from Snap blurs the lines between automation and customer experience, ensuring more efficient and impactful contact center interactions."
In an effort to operate more efficiently and optimize business communications, organizations are increasingly turning to automation. According to a report from Gartner, workplace automation is anticipated to deliver $2.9 trillion of business value and 6.2 billion hours of worker productivity globally. Today, automation is used to deliver smarter interactions and create template responses for call center agents to approve and distribute, saving them time and freeing them up to complete other important tasks.
"When implementing telephony automation that will interact and transact with callers, personalization is the key to success," said Saul Ives, VP of Business Development at Snap Recordings. "Clear, consistent, brand-driven recordings are a requirement, not a luxury when you’re in the enterprise space. We’ve seen customers go from a 22% caller abandon rate to a 6% caller abandoned rate, simply by implementing professional recordings into their Interactive Voice Response ( IVR) Systems."
Posted by Veronica Silva Cusi, news correspondent
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Fuze 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.
Published: Monday, December 23, 2019
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L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.