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Fuze Identified As A Contender In The 2021 Aragon Research Globe For Intelligent Contact Center

With continued enterprise market growth, Fuze is well-positioned to expand its virtual contact agent offerings to meet modern contact center demands

Fuze, the leading cloud-based communications provider for the modern global enterprise, announced that it has been named a Contender in the Aragon Research Globe™ for Intelligent Contact Center (ICC). The report notes Fuze’s ability to offer an integrated ICC and unified communications and collaboration offering, providing the audio, video, and chat capabilities required for a more effective and productive contact center experience.

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“The Fuze Platform has continued to push the envelope on ease of use, leveraging its wholly owned IP for audio, video, and chat, and this is why it has continued to win large enterprise deals,” said Jim Lundy, CEO and Lead Analyst of Aragon Research. “As enterprises realize the need for an integrated ICC and UCC offering Fuze offers those buyers a significant set of capabilities.”

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Fuze continues to invest in its contact center solutions. In March, the company announced a series of new product features to enhance the Fuze Contact Center experience for agents and supervisors, providing users with a holistic view of their contact center activities and deeper insight into agent performance. Fuze now also offers Fuze Contact Center as a standalone solution for enterprises that require a contact center for high-level customer experiences, with faster deployment and implementation services for accelerated enablement. Further, Fuze’s partnerships with organizations like Verint Monet and Envision create enhanced workforce engagement capabilities.

“We believe that being identified as a Contender in the ICC Globe is a testament to the value we bring to contact center operations. Fuze contact center solutions are specifically designed to meet the evolving demands of a growing digital economy,” said Rob Scudiere, president and chief operating officer at Fuze. “Unified communications is at the heart of the modern intelligent contact center, and we are well-positioned to support the pivot to virtual agents across industries – a movement that will enable increased efficiencies within contact center operations and drive more impactful agent interactions.”

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With the rise of hybrid work emerging in the wake of the pandemic, the demand for cloud contact centers is growing, forcing enterprises to develop a digital labor strategy to remain competitive within the ICC market. The Aragon Research Globe™ for Intelligent Contact Center is a market evaluation tool that measures 15 major vendors’ ability to provide virtual agent offerings, placing them within four categories: Leaders, Contenders, Innovators and Specialists. Companies within the contender category have strong performance, and are well-positioned to expand their strategic focus in this space.

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them “AS IS,” without warranty of any kind.

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