PRESS RELEASE: Fuze, the leading provider of cloud-based communications solutions for the modern global enterprise announced a series of new product integrations with inContact Customer Interaction Cloud, which improve the user experience for global contact centers. The integrations are available for both new and current customers, and are designed to reduce complexity, enhance caller experience, and provide the highest quality of connectivity for agents.
The inContact partnership is an important component within Fuze’s strategy to power every business conversation in the modern enterprise and these enhancements enable industry-leading end-to-end cloud-based communications, including contact centers. By leveraging Fuze’s world-class global network, and inContact’s best-of-breed contact center technology, Fuze and inContact are providing the right solutions for customers around the globe.
Core integrations include:
Virtual Prefix Routing: With Virtual Prefix Routing, contact center calls are routed to the closest Fuze and inContact data centers globally, which increases audio quality and decreases call latency.
Presence Adapter: The Presence Adaptor updates inContact My Agent eXperience™ — MAX availability to signal they are on a Fuze call. If an agent is on a Fuze call or video meeting, the agent’s MAX status displays as “Unavailable – Fuze Call” until the agent hangs up.
Dynamic Directory Sync: inContact agents can utilize Dynamic Directory Sync, an address book of all Fuze users, in the MAX client to quickly communicate and seamlessly transfer calls to subject matter experts and knowledge workers.
“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 Derek Yoo, CTO and co-founder, Fuze. “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.”
In addition, Fuze has increased its investment in the partnership, establishing private connections between Fuze and inContact data centers in North America, EMEA, and APAC, meeting the needs of the global enterprise. Calls between the Fuze and inContact networks do not rely upon the Public Switched Telephone Network (PSTN) or the public internet, ensuring high call quality and the highest security between the two platforms.