Fuze, the leading cloud-based communications provider for the modern global enterprise, announced that it has been awarded a new patent for unified communication (UC) systems, enabling streamlined contact centre communications for an enhanced customer experience.
The U.S. Patent and Trademark Office (USPTO) issued Fuze U.S. Patent No. 10298752B1 on May 21, 2020. The invention intelligently routes inbound communication requests based on recorded user history. This user history is also forwarded to contact centre agents in a shared communications log. The process helps efficiently direct incoming requests to agents with the appropriate skill set, optimising agent workflows for enhanced customer support.
“Fuze’s contact centre acts as the heartbeat of the communications platform and we’re continually iterating to provide users with a rich, modern, and easy-to-use communications experience,” said Rob Scudiere, president and chief operating officer at Fuze. “With the ability to route inbound communication requests based on past user activity, this patent enables us to provide efficient and personalised customer communication and support.”
Earlier this year, Fuze unveiled enhancements to its fully integrated contact centre as a service (CCaaS) solution, embedded within the Fuze unified communications as a service (UCaaS) platform. The combined experience provides enterprise contact centres with a holistic view of their organisation and deeper insight into contact centre performance, ultimately boosting productivity with the ability to provide support internally and externally.
Fuze is a global cloud communications provider for the enterprise. Our intuitive unified communications and contact centre platform enables seamless transition between calling, meeting, chatting, and sharing powered by the industry-leading intelligent cloud architecture. Fuze empowers the digital and distributed workforce to communicate anywhere, anytime, and across any device. Founded in 2006, Fuze is headquartered in Boston, MA with offices around the world.
For more information, visit fuze.com