Fuze Launches Cloud Contact Center Module

While a plurality of contact centers may still be working with premise-based solutions, Gartner has predicted a massive shift is taking place to the cloud. The research group has predicted that by 2022, contact center-as-a-service will be the preferred adoption model in 50 percent of contact centers, up from approximately 10 percent in 2019. This translates to contact-center-as-a-service being worth around $28.6 billion by 2025.

With parts of the nation currently under quarantines and lock-downs for fear of the COVID-19 illness, contact centers that allow employees to work remotely using the cloud are likely to experience less business and customer disruption.

Fuze recently announced the launch of its fully integrated contact-center-as a-service (CCaaS) solution, a feature embedded within the Fuze unified communications-a- a-service (UCaaS) platform.The combined unified communications and contact center platform was designed to enable easier transition between calling, meeting, chatting, and sharing.

The update provides enterprise contact centers with a holistic view of their organization and deeper insight into contact center performance, ultimately boosting productivity and the ability to provide support internally and externally, according to the company.

Fuze notes that the integration will make it easier for agents and employees, since the combined experience will reduce the friction of switching between UCaaS and CCaaS applications for contact center agents and supervisors as they service customers, while also collaborating cross functionally within their organization. The update also allows supervisors to function as part of the whole team, increasing ease of administration, support and communication, and adds functionality for mobility.

“In large enterprises, there are often many groups, such as HR and IT, that do not identify as a typical consumer of a traditional contact center product,” said Jed Brown, SVP of Product at Fuze, in a statement. “Fuze provides the robust offering of a contact center product and functionality in one unified platform, powering a rich, modern, and easy-to-use communications experience. By empowering organizations with streamlined communications, support, and administration, both agents and less traditional contact center workers can now connect anytime and anywhere, giving them the freedom of flexible work.”