Fuze, the advanced and one of the leading cloud-based communication providers, recently broke the news of being awarded a new patent for unified communication systems popularly known as UC systems, facilitating smooth contact center communication for improved customer experience (CX).

On May 21, 2020, the U.S Patent and Trademark Office (USPTO) awarded Fuze U.S with patent no. 10298752B1.

The Invention

The invention by Fuze smartly routes inbound communication request based on recorded user history. Additionally, the user history is sent to the contact center agent in a shared communications log.

This particular aspect of the innovation efficiently directs incoming calls to agents with a suitable skill set. This, in return, optimizes agent workflows for improved customer support.

“Rob Scudiere, President and Chief Operating Officer (COO) at Fuze stated, “Fuze’s contact centre acts as the heartbeat of the communications platform, and we’re continually iterating to provide users with a rich, modern, and easy-to-use communications experience.” He added, “with the ability to route inbound communication requests based on past user activity; this patent enables us to provide efficient and personalized customer communication and support.”

Earlier this year, Fuze introduced developments to its fully integrated CCaaS (contact center as a service) solution, embedded within the Fuze unified communications as a service (UCaaS) platform.

The innovative combination offers contact centers with a complete view of the business and provides deeper insight into the performance parameter, increasing productivity, and providing support internally and externally.

About Fuze

The company is known as one of the leading and global cloud communications providers based out of the U.S. This insightful and innovative unified communications and contact center platform offers a range of communication services such as HD calling, conferencing, content sharing, integrated chatting, and contact center driven by intelligent cloud architecture.

Fuze also empowers the digital and remote workforce to communicate from wherever they are on any device.