Contact centers make it easy for organizations across the world to optimize their communication channels and improve the overall customer service experience. Whether it's searching for potential new clients, seeking investors, handling requests from customers, or providing help desk support for employees, contact centers enable organizations to win every interaction and deliver exceptional customer experience to help a business achieve their goals. Today's contact centers also come with a number of tools and features that make the call experience easy and hassle-free for both employees and the caller.
Recognizing the value of contact centers for businesses, Fuze, a leading provider of cloud-based communications solutions for the modern global enterprise, has recently announced a series of new product integrations with inContact, a global leader in cloud contact center software. With Fuze and inContact’s partnership, both companies aim to empower business by enhancing the caller experience and delivering the highest quality of connectivity for agents through inContact Customer Interaction Cloud.
Transforming Global Enterprise and Contact Center Communications
As a trusted provider of cloud-based unified communications solutions, Fuze increases the efficiency of business communication through a simple user interface, an intelligent platform, and third-party enterprise integrations that can enrich every conversation and drive workforce productivity.
Through Fuze and inContact’s latest collaboration, businesses can reduce complexity, enhance the caller experience, and provide enhanced connectivity for agents by leveraging inContact Customer Interaction Cloud platform. Additionally, these enhancements enable industry-leading end-to-end cloud-based communications (including contact centers).
Derek Yoo, the Chief Technology Officer and Co-founder of Fuze, spoke about the company's new partnership with inContact.
“Providing enterprise support for today’s globally distributed teams and improving customer satisfaction continue to be our primary goals, and these latest integrations enable us to achieve those goals,” said Yoo. “Using the integrations, agents can leverage the power of Fuze’s enterprise grade UCaaS platform from inContact My Agent eXperience — MAX, providing a seamless experience for both the agent and the caller. We are excited to build upon our partnership with inContact by introducing new ways to reduce complexity, improve connectivity, and offer superior customer interactions whenever and wherever business is conducted.”
By leveraging Fuze’s world-class global network and inContact’s best-of-breed contact center technology, both companies are providing the right solutions for customers around the globe. The partnership also enables Fuze and inContact to establish private connections between their data centers in North America, Europe, the Middle East and Africa (EMEA), and Asia-Pacific (APAC) in order to meet the needs of the global enterprise.
Enhancing Business Communication with Fuze and inContact’s Latest Integrations
Fuze powers business conversations through its secure and reliable global platform that integrates voice, video, messaging, and collaboration tools into a single application. By integrating inContact’s cutting-edge contact center technology, Fuze and inContact provide a seamless experience for both the agent and the caller. Core integrations include:
- Virtual Prefix Routing (VPR): Fuze’s implementation of VPR increases audio quality and decreases call latency by routing contact center calls to the closest Fuze and inContact data centers around the globe. Customers are also provided the ability to login using Station IDs that automatically uses VPR when it's configured for their users, thereby simplifying the login experience for agents.
- Presence Adapter: The Presence Adapter updates the inContact My Agent to signal if the agent is on a Fuze call. When an agent is on a Fuze video meeting or call, the agent’s MAX status will display as “Unavailable – Fuze Call” until the agent hangs up. This ensures that no inContact calls will be routed to the agents until they become available. Additionally, the Presence Adapter offers accurate reporting for agents’ work days.
- Dynamic Directory Sync: inContact agents can utilize Dynamic Directory Sync, an address book of all Fuze users, in the MAX client to instantly communicate and easily transfer calls to knowledge workers and subject matter experts, outside of the call center team.
Plus, with the help of Fuze and inContact’s integrations, contact center calls between these networks do not rely on the public Internet or Public Switched Telephone Network (PSTN). This ensures high call quality and security as well as the best call experience between the companies’ platforms.
For more information about Fuze’s complete suite of unified communications solutions, visit Fuze's official website. You can also learn more about inContact’s cloud contact center products and services by visiting their Solutions page.
Fuze is a global provider of Cloud-based unified communications as a Service (UCaaS). Headquartered in Cambridge, Massachusetts, Fuze powers business conversations with a single, unified voice, video, and messaging applications and delivers insights by enabling flexible video conferencing and collaboration solutions. The company allows the mobile workforce to seamlessly communicate anytime and anywhere, across any device. Fuze provides telepresence solutions, HD audio and video conferencing technology, analytics, Voice over Internet Protocol (VoIP) service, and Unified Communications as a Service (UCaaS) solutions.
inContact is a part of NICE (Nasdaq: NICE), the world’s leading cloud and on-premise software solutions provider. With the industry’s most unified, multichannel cloud platform, inContact focuses on helping contact centers enhance the customer experience and achieve their business goals by delivering easy to manage and cost-efficient software solutions. Recognized as a market leader of cloud contact center services by IDC, Gartner, Ovum, Frost, and DMG, inContact supports over 6 billion interactions per year for midmarket, enterprise, government organizations, and business process outsourcers (BPOs) worldwide.