Fuze Reveals New Features to Bolster Hybrid Work

Company says new enhancements will help users become "their most productive selves"

Fuze Reveals New Features to Bolster Hybrid Work
Contact CentreChannel News

Last Edited: June 1, 2023

Sandra Radlovački

Sandra Radlovački

Cloud-based communications provider Fuze has announced new platform updates to strengthen collaboration and streamline workflows in the hybrid work environment.

Fuze users and administrators will benefit from upgrades which include new Fuze Contact Centre features, Fuze’s integration with MS Teams, Fuze’s Call Flow Manager, and additional emergency services for workers.

Rob Scudiere, president and chief operating officer at Fuze, said:

“At Fuze, we are committed to meeting our users where they work, while also meeting the evolving demands of global enterprises. As a result, we are constantly expanding our technology to better address these ever-changing needs.”

“These updates provide our users with the necessary technology and tools to be their most productive selves, regardless of location, while maintaining business continuity in a changing work landscape.”

New features are scheduled for roll-out in Q1 and for Fuze users these include numerous contact centre updates, Fuze for Teams updates, and Fuze Platform updates.

New contact centre updates bring chat-based routing, new agent view with enhanced access to data and queue activity to agent desktop, alert administration, and recording indicators to supervisor for Tablet.

New Fuze for Teams updates include queues tab with access to Fuze Contact Centre directly within Teams, the software add-on available for both direct routing and click-to-connect users, and a preferred device selection option.

The company says Fuze administrators will soon experience call flow manager updates, emergency services updates such as different GPS and location options, and a new provisioning system for streamlined workflows.

In the latest video, CX Today caught up with Fuze’s SVP Global Service Delivery, Ron Calixto to discuss what’s next for business leaders in the CX landscape.




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