Unified Communications Featured Article

Fuze Fixes UX for UCaaS Solution


October 12, 2016

In the race to create the best and brightest in technology, far too often we find that user experience is left on the back burner. Developing a feature-rich, robust solution is great, but if users can’t utilize the features so confidently touted, they do no good. Employees will avoid using the solution, and the firm that just invested a hefty sum in a new UCaaS solution might as well have thrown the money out the window.

Addressing this industry-wide issue, today Fuze released a brand new user interface, which promises to provide a platform poised to transform the way team members interact, and redefine workplace communications.

“The traditional approach to designing business software is to ask people what they want and try to engineer a product to fit that request. With our redesign, we took a consumer-inspired approach to UX, observing individual behavior in a personal setting and then optimizing the experience based on that user behavior,” said Steve Kokinos, CEO, Fuze.

Gartner research illustrates that when it comes to communications, consumer solutions provide a far more user-friendly experience than their employee-facing counterparts. Adding insult to injury employees are not happy, ROI is nonexistent and IT can’t fix the problem because the vendor simply put used a poor design where the issues cannot be easily corrected.

Piggybacking on Gartner, a recent Fuze survey notes that over 70 percent of U.S. workers surveyed feel that workplace technology needs to enhance offerings to meet the performance and usability of consumer applications. Furthermore, building on its research, Fuze touts high engagement and adoption among the beta users of the newly upgraded experience, reporting that 80 percent of testers regularly used the app during the testing period.

“On average, people use four-to-six communication apps at work daily. The result is a disconnected experience with overlap in services that creates redundancy and confusion. For the business, this results in poor user adoption, a lack of control, and excess cost associated with multiple overlapping technologies,” continued Kokinos.

Balancing functionality and the user experience is mission-critical in unified communications. The system deployed will serve as the firm’s lifeline for the foreseeable future – not to mention cost a healthy chunk of change – so the results must speak for themselves. Happy employees mean a healthy bottom line; give them the tools they require and enjoy the spoils.




Edited by Stefania Viscusi




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