iPayment Picks Fuze to Streamline Communications

Merchant banking payment company iPayment has tapped cloud-based communications provider Fuze to streamline its call routing, provide better tracking, and reduce its hold times. The company also plans to modernize its call center with the help of Fuze partner inContact Inc.

“Employees need the ability to transition effortlessly from one communication method to another on a single platform that can combine video, voice, and chat applications.,” Eric Hanson, vice president of product marketing at Fuze, wrote in a recent guest article in TMC’s INTERNET TELEPHONY magazine. “Providing this comprehensive technology also de-incentivizes employees from seeking alternate, non-sanctioned tools.”

Fuze provides unified communications and collaboration capabilities, which are available on any device. Those services include enterprise voice, messaging, HD audio and video conferencing, real-time content sharing, analytics, enterprise app integration, a platform API, and security. It also provides contact center capabilities including management visibility, skill-based call routing, and workforce management.

Garner named Fuze as one of five leaders in its 2016 Magic Quadrant for Unified Communications as a Service, Worldwide. (The other leaders were BT, RingCentral, 8x8, and West.) And just last week Fuze closed $30 million in funding. That puts the company’s recent round at $134 million and its total funding to $334 million.

As for the inContact call center technology, that will enable iPayment to experience new efficiencies through its technology that prepopulates customer information on agent screens and allows for self-service interactive voice response.

More than 140,000 small and medium merchants rely on iPayment to handle their payments. The company also provides various business management solutions. The company continues to innovate around the communications capabilities it offers internally and externally. For example, iPayment last year introduced new versions of its iAccess customer engagement portal and iEntry partner application tool.

Edited by Maurice Nagle