Virtual PBX Featured Article

Fuze Reveals New Patent for Softphone Control Integration

September 10, 2021

By Luke Bellos - Editor, Virtual PBX

Cloud-based communications provider Fuze recently announced it has been awarded a patent with the U.S. Patent and Trademark Office (USPTO) for softphone control integration. The patent will allow customers to utilize Fuze Web Desktop applications to initiate and manage Internet Protocol (VoIP) calls (or softphone calls), instead of solely through isolated devices like landline phones.

Fuze developed this concept after realizing how convoluted phone call operations can be, largely due to the high number of applications running simultaneously in call center setups. The patented integration creates a more seamless experience for operators by allowing them to manage critical calls through any Fuze business application they may be using at the time.

The demand for improved communication tools has skyrocketed in the hybrid-focused economy, especially as call center operations have shifted away from physical locations. Now that call center agents have a limited arsenal of physical resources from remote locations, productivity integrations like Fuze’s enable great chances of customer satisfaction with smoother processes.

“At Fuze we know that our customers need an in-context dialer or call control on top of a unified communications solution to meet all of their productivity needs. This patent provides the best of both worlds by integrating a fully synchronized remote control for calling into users’ existing Fuze applications,” said Rob Scudiere, president and chief operating officer at Fuze. “Having a frictionless calling experience will become increasingly important for seamless communications and collaboration as organizations continue to navigate transitioning to a hybrid model of in-person and remote work.”

Edited by Maurice Nagle


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