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Fuze Reimagines User Experience for Business Communications

fuze-logoNew UX design empowers the end user and administrator; facilitates collaboration and adoption across the enterprise

CAMBRIDGE, Mass.–October 11, 2016–Fuze, the leading UCaaS solution for the modern enterprise, today released a new user interface that brings together voice, video, and messaging into a single, unique app, reimagining how people interact in the workplace and redefining unified communications (UC). The new user interface features a best-of-breed, enterprise-grade platform supported by a high degree of quality, reliability, security, and analytics demanded by today’s businesses.

According to Gartner, many employee-facing applications deliver a poor user experience (UX) when compared to consumer applications, resulting in employee dissatisfaction and reduced application ROI. To make matters worse, IT often can’t improve the UX of the worst applications, because they were bought from vendors with weak UX design and the resulting applications can’t easily be changed.* In a recent Fuze survey of over 1,000 U.S. workers, 73 percent believe workplace technology needs to catch up to match what they use in their daily lives as consumers. With the new reimagined experience from Fuze, beta customers showed high adoption and engagement rates with 80 percent of testers regularly using the app over the course of several months.

“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. “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.

More than half of the traditional UC market cites issues with deployment, delaying time-to-value. Fuze has partnered with customers to design and implement a solution that fits the unique characteristics of their environment. With Fuze, employees only need to install and learn one user experience across all channels for both internal and external communications, avoiding the need for extensive training in the short term and enabling unfettered access to collaboration tools in a single place in the long term. CIOs and technology leaders can rest assured that they have selected a platform that streamlines solutions, increases capabilities and productivity, and enables greater value for the customer and their employees.

“For us it is all about user experience. If the product isn’t usable, our employees won’t use it. They’ll find something else that meets their needs and their standards,” said Andy Yates, IT Business Partner, ThoughtWorks, a Fuze customer with over 2,000 active users participating in over one million minutes in meetings per month. “But this introduces complexity, and opens up security issues. Perhaps counterintuitively, removing choice improves the user experience. We chose Fuze because it covered more of our use cases with better quality and better usability, and most of all because of our strong partnership, which meant our feedback found its way back into the product. Add to that a common experience as you transition from mobile to desk to meeting room, where you don’t need to think about switching tools and, well, that’s all the more lovely.”

“With the modern, global workplace being increasingly disconnected due to differences in systems, time, and location, the need for effective unified communications and collaboration is greater than ever,” said Jim Lundy, Principal Analyst, Aragon Research. “The convergence of enterprise communications including voice, video, and messaging has given companies the flexibility to support the future of collaboration with the promise of truly unified communications.”

“Too many organizations look for excuses for not implementing any form of a UX design process; however, these excuses are most likely a result of limited understanding of the UX design process in action,” said Keith Johnson, Chief Product Officer, Fuze. “Fuze provides the highest quality global video and audio in the industry while doing so on a proven enterprise-grade cloud platform ensuring uptime, security, and analytics that enable users to communicate and collaborate seamlessly, 24/7.”

Experience the new Reimagined UX and for more information, learn why work is finally working. For a closer look, view the media kit. To view use cases referenced in this release and more, visit: https://fuze.com/customers.

For more information, visit www.fuze.com.

Citations*Gartner CIOs Must Push Vendors to Get Serious About UX Design — Here’s How to Do It, Brian Prentice, 30 November 2015

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