PRESS RELEASE: Fuze, the leading cloud-based communications solution for the modern global enterprise announced it was selected by iPayment, Inc. to enhance its communications stack, improving the overall support and engagement experience for iPayment’s small- and medium-sized business (SMB) customers and partners.
iPayment’s decision to onboard the Fuze cloud communications platform marks its latest investment as part of a broader technology initiative to reinforce operations, improve overall efficiencies, and deliver unparalleled customer experiences and partner support. In 2016, iPayment launched entirely new versions of its iAccess customer engagement portal and iEntry partner application tool to simplify the process for engagement, business management, and application submissions; deliver a more comprehensive solution; and enhance overall support.
“On the heels of enhancing our customer/partner self-service experiences, we felt the time was right to invest in a best-in-class communications and collaboration platform for our teams to improve their individual efficiencies and our overall organizational processes. The result is a superior engagement experience for partners and customers,” said Jennifer Terrill, CIO of iPayment. “Our ability to enable and support customers and partners through our technology offerings can only be successful if we provide our internal team members with the best tools to be agile and responsive to their needs and requests. The use of Fuze will streamline our call routing, reduce hold times, and provide better overall tracking and that is just the beginning.”
The partnership is beginning with the rollout of Fuze’s voice, video, and messaging services for iPayment’s employees. In becoming the unified communications platform of record, Fuze is replacing a multitude of carriers across iPayment’s three national locations and remote workforce.
Additionally, Fuze partner inContact, Inc. will modernize iPayment’s call center with the inContact Customer Interaction Cloud to support better customer service experiences by pre-populating customer information on agents’ screens and self-service interactive voice response (IVR). To improve operations, iPayment will be able to deploy remote work-from-home agents and utilize workforce management tools to more efficiently staff its call center based on customer call volume.
“The CIOs we work with today are searching for more than just a phone system,” said Colin Doherty, CEO, Fuze. “They want to drive digital transformation and need a modern enterprise communications experience across voice, video, and messaging, with the flexibility for their people to communicate the way they want, be it through desk phones, laptops, or mobile devices. These modern CIOs, like Jennifer, understand both the business value of extraordinary customer experience and their role in building the right technology stack to underpin those seamless experiences.”