Part of our Ultimate Fuze Buyer's Guide
The contact centre is changing.
In the past, if a customer wanted to connect with a brand or vendor, the only option they had was to call a number and wait until an agent was available to speak to them. Today, consumers are demanding more from their customer service experiences. That means that contact centres need to be ready to respond with streamlined, omnichannel experiences.
Fuze, one of the market leaders in UCaaS and customer contact solutions, deliver a range of cloud contact centre services designed to support a variety of needs. Whether you're just looking for a simple way to maintain the connections you have with your target audience, or you need a complex multi-region contact centre that spans across the globe, Fuze can help.
Today, we're going to explore everything the Fuze contact centre portfolio has to offer, including their workforce management and skills-based routing solutions.
Features & Benefits
Though Fuze primarily serves the mid-market to large enterprise company, the cloud-based contact centres they offer are designed to suit almost any business. Fuze contact centres can be simple enough to support businesses with just one or two office locations, or complex enough to empower global enterprises with thousands of agents spread around the world. No matter what your contact centre demands might be, Fuze has the offering for you. Features include:
- Partnerships with high-end global retailers
- Support for multi-modal communications (SMS, voice, video conferencing)
- Remote working support (agents can work just as effectively at home as they would in the office).
- Auto attendant features
- Unlimited queue capacity
- Insights into caller ID, idle time, talk time, abandoned calls, and other vital metrics
- Custom wall-board for up-to-date real-time statistics in any call centre location
- Do not disturb, elapsed call time, incoming call display, hold, redial, message indicator, hands-free answer, speed dial, and speakerphone
Additional benefits of the cloud-based contact centre from Fuze include:
- Whisper features: Supervisors can provide real-time support to agents in training with the subtle "whisper" function. With Fuze, contact centres can provide their agents with all the help they need. Whether it's assisting a trainee as they get used to communicating with customers or providing guidance through a complicated conversation, the Fuze Contact Centre ensures that your team always has the right support
- Omni-channel contact centre support: Not only can Fuze users connect with their customers through their media of choice (SMS, instant message, voice, or video), but thanks to Fuze's unified platform, every conversation is connected on the same easy-to-use interface
- Performance tracking: Supervisors can access a complete overview of everything from abandoned calls to the number of calls each agent takes, the number of calls in a queue, and more. This not only helps with managing productivity, but it can also be great for launching gamification strategies in the contact centre.
- Predictive Dialler: Improve productivity among your contact centre agents with the option to place multiple calls per agents. The Fuze contact centre comes with a predictive dialler feature that's both regulatory compliant, and ready to support the most advanced calling campaigns
Fuze Contact Centre Skill-Based Routing and WFM
Part of what makes the Fuze Contact Centre solution so compelling is the fact that it's delivered on a highly scalable and flexible cloud architecture. Because your contact centre solutions are available in the cloud, you can decide exactly which features you need, and how many licenses are necessary to help you get the most out of your business. The Fuze cloud-based Contact Centre also provides access to advanced features like:
Fuze Skills-Based Call Routing
Skill-based call routing from Fuze means that you can reduce your cost-per-hire significantly by routing calls based on employee expertise. In other words, you make sure that your customers get served by the agent with the right knowledge for their needs, using disruptive technology like text-to-speech (TTS) and Automatic Speech Recognition (ASR). Callers can direct their own calls to the right location without using an operator, based on intuitive questions chosen by your organisation.
Fuze skills-based call routing improves customer experience by making sure that your customers get the first-time resolution they crave. It also means that you can cut down on call times and make your centre more efficient too!
Fuze Workforce Management
Part of running an effective contact centre is making sure that you have the right number of agents ready to take calls at any time. In the past, companies simply had to guess at the number of agents they would need based on what they knew about seasonal trends and changes in demand. Today, Fuze's Contact Centre allows you to make more informed decisions with an analytics-based agent scheduler.
The Fuze Workforce Management system takes the guesswork out of your scheduling strategies by ensuring that you always have the perfect number of employees on-hand, without over-spending on labour.
Fuze Management Visibility
Get a complete overview of your contact centre environment, along with all the insights you need to make positive changes to your customer lifecycle. The Fuze Management Visibility feature ensures that you can access state-of-the-art real-time analytics about your contact centre employees, and the customers that they serve.