Unified Communications Industry News


TMCNet:  Technology Services Industry Association Honors Fuze with Second Support Staff Center Excellence Award

[November 26, 2018]

Technology Services Industry Association Honors Fuze with Second Support Staff Center Excellence Award

Fuze, the leading cloud-based communications and collaboration platform provider for the modern global enterprise, today announced it has been designated by the Technology Services Industry Association (TSIA) with Certified Support Staff Excellence Center status in recognition of the company's superior customer service capability and completion of Level I and II recertification.

In meeting TSIA's rigorous training and performance requirements, Fuze is the only company in the Unified Communications (News - Alert) as a Service (UCaaS) industry to receive both certifications and this prestigious distinction. Since receiving the initial certifications and going through the recertification process, Fuze demonstrated measurable improvements to the customer support experience, improving initial response times by 62 percent and overall customer satisfaction by 55 percent.

The Certified Support Staff Excellence Center certification is a staff development program designed to enable a superior customer support experience through world-class frameworks and industry best practices. This designation leverages performance metrics that ensure the entire service organization's staff applies key elements of the training program to improve their interactions with customers on a sustained level.

"At Fuze, it is our mission that every employee is empowered to do their best work by utilizing our technology," said Vice President of Global Customer Support, David Donatelli. "This award serves as a testament to our teams' hard work and commitment to our customers as we continue to strive for the best customer experience available in the industry."

Focusing on th evolving needs of its customers, Fuze recently announced new mobile enhancements that will improve the experience for on-the-go users. The updates feature network prioritization, which intelligently monitors for connectivity and quality issues to notify users when to switch between Wifi and cellular networks. Additionally, Fuze provides a number of options for personalization, including customized shortcuts and widgets. These additions enable workers to control how and when they stay connected, allowing them to do their best work on their own terms.

"We're honored to publicly recognize and congratulate these leading organizations at TSW for their outstanding achievements, both this year and for several years running," said Thomas Lah, executive director of TSIA. "By going through these rigorous evaluation and certification programs, these companies have proven their dedication to excellence and their unwavering commitment to their customers."

To learn more about Fuze Worldwide Support Services, visit: www.fuze.com/worldwide-support-services.

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.

About Fuze
Fuze is a global cloud communications and collaboration software platform for the enterprise. Through an innovative and consumer-inspired unified experience, Fuze enables seamless transition between voice, video, messaging, and content sharing. Fuze empowers the digital workforce anytime, anywhere, and across any device. Headquartered in Boston, MA, Fuze has additional locations including New York, San Francisco, Seattle, Ottawa, London, Amsterdam, Aveiro (Portugal), Paris, Munich, Zurich, Copenhagen, and Sydney. For more information, visit www.fuze.com.


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