The hottest fuze combines unified communication wi

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Fuze combines unified communication with contact center

translated by Lao Qin Ye

CTI Forum () news on April 29 (compiler/Lao Qin): fuze has launched its latest fully integrated contact center as a service (ccaas) solution, which is embedded in fuze unified communication as a service (ucaas) platform

the company said that the update enables the enterprise contact center to have a more comprehensive understanding of its organization and a deeper understanding of the performance of the contact center. It said that this integration will eventually improve productivity and provide support both internally and externally. Fuze said that the combination of the two will reduce the friction between the contact center agents and supervisors in switching between ucaas and ccaas applications when providing services to customers, and also allow cross organizational and cross departmental collaboration

it will also enable supervisors to be part of the entire team, thereby increasing the convenience of management, support and communication, while allowing leaders to identify trends and determine how they affect performance

fuze also provides new mobile functions for agents, including remote access to queue information, and the ability to log in, log out and suspend participation in its queue, thus realizing simplified agent connectivity and providing support to customers anytime, anywhere

in an exclusive interview with uctoday, Jed brown, senior vice president of fuze products, said that part of the motivation behind this integration was to fill the gap in companies outside the traditional contact center list

he said: one example is that we saw a lot of success in our beta in February. The workshop staff of retailers walk around all day, so they don't think they belong to contact. Therefore, the establishment of ACTC R & D center is bound to be a "leading and leading cooperation" center. However, these employees can use products as a way to sign in with other departments, and as part of the communication process to deal with customer needs. These are what Brown called invisible contact centers within enterprises

you usually don't consider or consider areas of complex contact center solutions

slack can get one click calls that are close to the real fire data through fuze integration.

in other development, slack users can now make voice calls directly from the platform through fuze, and their existing integration has been newly enhanced

this new function extends the integration of fuze and slack, and provides users with a simple method to switch between calls, meetings and chats. Users can now easily switch between the two platforms, upgrading from slack direct messages (public or private channels) to Fuze voice calls or video conferencing with one click, including full screen sharing

Brown said that slack realized that it was still very important to compete with products such as microsoftteams. He said that slack has done a lot of work in enhancing the way numbers are displayed in slack

the next development of the technology brought by slack is that if you and I have a one-to-one dialogue (assuming this is part of their integration, then you can (smooth oil extraction butter can be mixed with a little oil) to list your number, landline, I can actually make the impact of the process on the working intensity characteristics to dial one of these numbers, he said

whether you interact with multiple people or one person, we are very easy, so you don't need to switch between applications, just click in slack

new updates to Fuze's slack integration are usually immediately available to all fuze customers

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