Updates Include One-Click Call Escalation to Video and Screen Share, Agent Queue and Multi-Line Appearance for Mobile Users, and Multimedia Messaging Service Support
Fuze, the leading cloud-based communications provider for the modern global enterprise, unveiled updates and enhancements to its global voice offering for desktop, mobile, and contact center users. These investments will deliver clearer and more reliable and streamlined internal and external voice communications for enterprise users, driving more productive engagements.
“A UCaaS platform must provide users with simple and intuitive controls over how and when communications occur, with global voice at its core”
Voice communications is at the heart of every real-time interaction, from one-to-one voice to 1,000-participant meetings. Fuze’s enhancements to its global voice offering strengthen the features and functionality that enterprises expect from legacy PBX systems with the scalability and ease-of-use of a cloud communications platform.
“A UCaaS platform must provide users with simple and intuitive controls over how and when communications occur, with global voice at its core,” said Jed Brown, SVP of Product at Fuze. “When moving from PBX systems to cloud communications, a major pain point is connectivity, as users often don’t think about voice quality until it’s lacking. Our continued investment in voice offerings for desktop and mobile workers reflects our commitment to fueling employee productivity, regardless of device.”
The Fuze Platform now includes advancements to the mobile user experience, as the rise in remote and mobile-first workers requires full access to communications capabilities while on-the-go. For these users, Fuze added critical functionalities that historically workers could only access deskside, including improved mobile call escalation from video to screen share and new agent queues where contact center agents can participate in calls from a mobile device. Fuze also enables users to choose the best method for connecting calls, from WiFi and cellular data only, to cellular minutes when data connectivity is poor. The global voice updates handle transitions automatically and will also recommend action when connectivity is low.
Additional features and benefits include:
- Quiet Mode: In an always-on workforce, quiet mode enables users to personalize their schedules and clearly communicate their work preferences. Data shows that good technology isn’t enough, the best work is done by employees who feel like their workstyle preferences and ideas are heard and supported.
- Fuze Check Up: This ‘check-up’ helps users determine if their audio sources and internet connection are optimized to support voice and video, ensuring that users are working with optimal audio, wherever they are.
- Multimedia Messaging Service (MMS) Support: With the added convenience to send/receive MMS text messages on their desktop, users have the ability to choose their platform of choice.
In addition to these updates to its global voice offering, Fuze recently launched its new end user adoption strategy, accompanied by the Fuze Adoption Services and Adoption Playbook. Based on learnings from more than 10 years of enterprise deployment experience, the framework enables enterprise organizations to accelerate the employee productivity and engagement impact of the Fuze platform.