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Fuze, the leading cloud-based communications provider for the modern global enterprise, announced that it has been awarded a new patent for unified communication (UC) systems, enabling streamlined contact center communications for enhanced customer experience.
The U.S. Patent and Trademark Office (USPTO) issued Fuze U.S. Patent No. 10298752B1 on May 21, 2020. The invention intelligently routes inbound communication requests based on recorded user history. This user history is also forwarded to contact center agents in a shared communications log. The process helps efficiently direct incoming requests to agents with the appropriate skill set, optimizing agent workflows for enhanced customer support.
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“Fuze’s contact center 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,” said Rob Scudiere, president and chief operating officer at Fuze. “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.”
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Earlier this year, Fuze unveiled enhancements to its fully integrated contact center as a service (CCaaS) solution, embedded within the Fuze unified communications as a service (UCaaS) platform. The combined experience provides enterprise contact centers with a holistic view of their organization and deeper insight into contact center performance, ultimately boosting productivity with the ability to provide support internally and externally.
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