Transcription
Fuze CCaaS UCaaSJune 17, 20201
Fuze TeamTess VarneyBostonDean HolmesSan FranciscoSenior Product Manager, CCaaS PartnersDirector, Product Marketing
2020 Market View3
2020 Product AreasBest-in-class CommunicationsCCaaSTailor made throughCustomization and Integrations4Self Service & TroubleshootingConfidential - Under NDACustomer Sat and Adoption
How we view the marketCC AgentsCC SupervisorsCustomersCC DataConfidential - Under NDA
Why CCaaS is strategic for Fuze CCaaS is adjacent to and rideson top of UCaaS Strategic differentiatingoffering CCaaS requirements in themajority of our deals, growingin complexity - deciding factorfor buyer Product innovation throughunifying UCaaS CCaaSand creating cross cuttingscenarios Existing PBX platforms we areretiring (e.g. Avaya) have CCusers that we have to migrateCCaaSSHORTER TERM6 Lean on strengths ofmessaging, video andunificationLONGER TERMConfidential - Under NDA
Fuze Contact Center - Best in Breed
Fuze Contact Center Use CasesIT HelpdeskRecruitingSupportSalesHR DepartmentCustomer ServiceConfidential - Under NDA
Product Updates9
Next Gen: Fuze Contact CenterTargets customers withneeds of up to 150 agentsFoundation for buildingricher and differentiatedscenarios for our marketAvailable Now!
Enhanced Call MonitoringCall monitoring directly in the Fuze web anddesktop application for enhanced coaching andtraining within your contact center
Agent updates Reconfigured agent dashboardAdditional personalized daily statsStreamline for easier visibility
Mobile: Contact Center Agent QueuesTop level view for what’shappening in all your queuesDetailed view into individualqueues in real-timeBe on-call from anywherewithout dragging your laptopTarget Release: Q2 2020
Fuze Data14
One Platform. One Source.One UC PlatformOne source of DataEnd-to-End Platform that addresses the customer needsOne User Experience / One Global NetworkActionable Intelligence PlatformONE Source for Data andInsightsReal-time data and predictive analytics forvoice, video, and chatBi-directional interoperability with line ofbusiness apps extending institutionalknowledge and enriching communications15Confidential - Under NDA
Fuze Data PlatformView16DiscoverREST APIConfidential - Under NDAAI Partners
Integrations17
Powering productivity through integrationsConfidential - Under NDA
Fuze Philosophy19
Scaling Fuze Contact CenterAgent EnhancementsWEM IntegrationProduct EnhancementsMultichannel RoutingFuze Contact CenterVersion 1Expanded CRM/ERP IntegrationsImproved ElasticityPlatform EnhancementsIncreased ScalabilityConfidential - Under NDAGlobal Registrar
?Thank You. Questions?
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scenarios Lean on strengths of messaging, video and unification Confidential - Under NDA Why CCaaS is strategic for Fuze. Fuze Contact Center - Best in Breed. Fuze Contact Center Use Cases IT Helpdesk . Sales Recruiting Customer Service Confidential - Under NDA. 9 Product Updates. Targets customers with needs of up to 150 agents .
