Fuze, the leading cloud-based communications provider for the modern global enterprise, today announced a series of new product features to enhance the Fuze Contact Center experience for agents and supervisors. Fuze also announced a new partnership with Envision to improve workforce engagement management and quality assurance across the contact center experience.
Fuze Contact Center, a fully integrated offering within the Fuze platform, provides users with a holistic view of their contact center activities and deeper insight into agent performance, boosting productivity and, ultimately, the customer experience.
To assist supervisors who are training new employees or coaching agents who need more assistance, Fuze Contact Center now includes an agent-centric supervisor view providing detailed insights into specific agent actions and behaviors. For mobile supervisors, tablet access provides enhanced mobility, while maintaining agent and queue visibility, monitoring, and control when on the move.