- Fuze announced that Fuze Contact Center is now available as a standalone product. The standalone CCaaS offering provides enterprises with call routing and queuing capabilities, a Supervisor for Tablet feature that allows supervisors to manage and monitor agents remotely, Fuze said. Additionally, Fuze Contact Center can be integrated with Microsoft Teams, Salesforce, Zendesk, Theta Lake, and others via the Fuze Integrations Ecosystem, Fuze added.
- LogMeIn launched GoToConnect Support Center for agents and supervisors. Agents can log in and out of queues using a single button, view call information in real-time, and handle calls directly from the GoToConnect CCaaS platform, LogMeIn said. Meanwhile, supervisors can create agent assignments, monitor agent calls via a dashboard, and access real-time analytics inside of GoToConnect. GoToConnect Support Center is now available in the U.S., the U.K., Germany, Ireland, Australia, Brazil, and Mexico, with additional international availability to soon follow. Pricing starts at $29.95 per agent/per month, plus the cost of GoToConnect.
- Lifesize updated CXEngage, its cloud contact center platform with capabilities that allow customers to initiate two-way conversations between WhatsApp and the platform, Lifesize said. Additionally, supervisors can evaluate agents’ web chat interactions for real-time insight. As part of this announcement, the company also announced Lifesize Connect, which allows users to host and join meetings, including Teams, Webex, Google Meet, Cisco, and others, with their Lifesize Icon 300, Icon 500, or Icon 700 room systems and laptop, Lifesize said.
- ACO customers who migrate their digital business operations to the cloud can take advantage of new features such as visual voicemail, bridged call appearance, park and page, and group call pickup, which allow them to perform a variety of operations (e.g., delete, forward, call back, listen to messages, share a line or join calls) by pressing buttons on the desk phone, Avaya said.
- For video collaboration, ACO customers can use an Avaya Collaboration Unit device to create ad-hoc Avaya Cloud Office Rooms, Avaya said. A new always-on audio and video option is available for ACO via Vantage smart devices; customers can also connect via a plug and play setup, Avaya added.
- Austria, Belgium, France, Germany, Ireland, Italy, the Netherlands, Portugal, and Spain are now included in ACO’s EU Essentials package. Furthermore, global licenses have expanded to over 40 countries, and customer data is now stored in-country by default, Avaya said.