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Fuze Releases Platform Updates for the Hybrid Worker

Chat-based routing is among the new capabilities to enhance productivity and collaboration across distributed teams.

Claudia Adrien

January 6, 2022

3 Min Read
Remote Worker, Telecommuter
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Fuze has released new updates to its unified communications platform built to deliver enhanced communication and collaboration. The platform now streamlines workflows for Fuze users and administrators in the expanding hybrid workforce, the company said. These upgrades include new Fuze Contact Center features, as well as updates to Fuze’s Microsoft Teams integration. Fuze’s Call Flow Manager and emergency services for workers also got updates.

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Fuze’s Rob Scudiere

Rob Scudiere is president and COO at Fuze.

“At Fuze, we are committed to meeting our users where they work, while also meeting the evolving demands of global enterprises. As a result, we are constantly expanding our technology to better address these ever-changing needs,” Scudiere said. “These updates provide our users with the necessary technology and tools to be their most productive selves, regardless of location, while maintaining business continuity in a changing work landscape.”

Here’s our most recent list of new products and services that agents, VARs, MSPs and other partners offer.

It’s projected that 36.2 million American will be working remotely by 2025. That’s an 87% increase from pre-pandemic levels. Consequently, streamlining employee communications and workflows is useful for changing workforce needs. This is as the global distributed workforce continues to grow and organizations roll out flexible work policies.

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Fuze’s Chris Jones

As for partners, the revised platform offers new ways to satisfy client needs. Chris Jones is CRO at Fuze.

“These updates are a great opportunity for partners to further differentiate enterprise-caliber solutions for their customers,” Jones said.

For Fuze Users

There are several new features within this release.

Contact Center updates:

  • Chat-based routing enables organizations to add web chat to Fuze Contact Center, providing multichannel queuing to customers, and allowing agents to handle voice and chat interactions in the Fuze application.

  • New agent view brings enhanced access to data and queue activity to the agent desktop.

  • Supervisor for Tablet gains full parity with Fuze desktop by adding alert administration and recording indicators.

  • Fuze for Teams add-on now includes Fuze Contact Center agent tab for access to queues.

Fuze for Teams updates:

  • Queues tab provides agents access to Fuze Contact Center directly within Teams.

  • With hybrid mode, the Fuze for Teams add-on is available for both direct routing and click-to-connect users.

  • Preferred device selection streamlines Fuze calling for users.

Fuze platform updates:

  • Updated browser extension allows click-to-message from any website or web-based CRM, enabling users to compose or send messages and view message history without leaving their browser.

For Fuze Administrators

Call Flow Manager updates:

  • Call flow and menu management re-imagined for the Hub, including new visualizations, simplified editing of sound files, management of ring groups, and the ability to create and edit schedules on the fly.

Emergency services updates:

  • End users can update their location within Fuze.

  • Locations can be updated dynamically via Network Mapping.

  • Leverage mobile GPS for location services.

Fuze for Teams Direct Routing update:

  • New provisioning system for enhanced workflows and customer experience.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

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About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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