PRESS RELEASE: Fuze announced the general availability of Fuze Connect, a full-service technology integration solution that ties together existing line of business applications with the Fuze unified communications (UC) platform. Built for the way people work, Fuze Connect combines critical customer data with its business communications software to empower customers with real-time data about a caller before answering the phone.
Enterprise applications, such as customer relationship management (CRM) and customer service systems, house critical data – key relationship contacts, notes from past conversations, support ticket details, open sales opportunities – that are often stored separately from business communications platforms. This data can inform interactions to improve the customer experience. Fuze Connect delivers valuable customer insights from CRM and customer service software systems served to employees right when they need them the most. Fuze is standardizing these applications through a universal connector: an integration not only provides caller context, but also interacts with the enterprise platform backend enabling employees to add contacts, call notes, and create a new opportunity all from the Fuze Connect screen pop.
“Having APIs available for your customers to use doesn’t necessarily translate to customer value. Platform APIs are an essential tool to build integrated solutions but you need resources and expertise to build the integrated solutions that provide real business value,” said Anthony Meo, Vice President of Global Technology Solutions at Fuze. “We are taking a new approach to our enterprise integration strategy with a value-added service that combines critical customer information found in enterprise apps people rely on every day with their business communications platform.”
Fuze Connect offers the ability to configure the user experience to meet the needs and the role of the employee. Users are presented with meaningful insights and role-specific integrations improve customer interactions based on the way employees engage customers. Designed to provide white glove service, Fuze solution consultants design, develop, and provide ongoing support for the integrations they build, eliminating the need to add IT staff to support the custom solution.
Key Features:
• Meaningful Information & Workflows – More meaningful information with a focus on what matters to the employee and with a workflow that enables them to be more productive. Fuze’s out-of-the-box integrations are configured for the most common use cases of the application and they are all customizable for unique customer needs.
• Full Service – Do-it-yourself integrations take time and research to ensure the end product is meaningful and useful for end users. With Fuze Connect, the research has already been done. Furthermore, Fuze handles ongoing maintenance and updates for its supported integrations; traditional barriers to productivity for IT teams and employees alike.
• Experienced Professionals – Fuze assigns in-house engineers to its account teams versus outsourcing to systems integrators. These engineers have experience designing integrated solutions with the Fuze platform and can share best practices with customers so they can get the most value out of their communications solution.
“We believe this is a unique service offering in the UC industry,” continued Meo. “It allows for flexibility to customize enterprise integration capabilities without employing a team of developers or a third-party vendor. Fuze integration consultants are ready to create a solution that meets enterprise customers’ specific needs.”