Call Center Management Featured Article
Fuze Chosen as Contender in Aragon Research Globe for Intelligent Contact Center
In 2021, many companies are engaging in what they call “digital transformation,” and contact centers are no exception. The communication methods of years and decades past —such as traditional interactive voice response systems (IVR) — are holding many contact centers back in their efforts to launch a digital enterprise that can cope with the rising customer demand for personalized, consistent journeys.
Call centers are transforming into artificial intelligence-enhanced intelligent contact centers that are designed to enable faster interactions, deeper insights, and a more seamless experience for both customers and contact center employees. As the primary interface between a business and its customers or prospects, a contact center should be providing a personalized, next-generation experience to every customer to ensure customer satisfaction, acquisition, and retention.
The Aragon Research Globe for Intelligent Contact Center (ICC) 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. Cloud-based communications provider Fuze recently announced that it has been chosen as a contender in the Aragon Research Globe ranking. The company notes that it was chosen as a contender because of its ability to offer an integrated ICC and unified communications and collaboration experience, 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, in a statement. "As enterprises realize the need for an integrated ICC and UCC offering Fuze offers those buyers a significant set of capabilities."
The Fuze Contact Center platform was updated in the spring with features to improve the experience for agents and supervisors, providing users with a holistic view of their contact center activities and deeper insight into agent performance. Fuze now also offers Fuze Contact Center as a standalone solution for enterprises that require a contact center for high-level customer experiences, with faster deployment and implementation services for accelerated enablement. Further, Fuze’s partnerships with organizations like Verint (News - Alert) Monet and Envision create enhanced workforce engagement capabilities.
"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."
Edited by Luke Bellos