It’s been an exciting year for Fuze, being recognised as a UCaaS leader in The Forrester Wave, achieving the highest scores in many of the 31 evaluation criteria. We caught up with Fuze product evangelist, Bradlee Allen, to discuss the secrets of their success.
The customer is key
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Bradlee Allen[/caption]
In a market where the core product functionalities are increasingly convergent, customer service is a key differentiator. “Being able to do voice, video and messaging is almost table stakes”, Allen explained, “so we attend carefully to the administrative aspects of it - how do you deliver the service to the end user in such a way that ensures that the customer has control they need. So it's not just an “as a service” solution, managed and maintained by the vendor”.
As Forrester’s evaluation process includes in-depth confidential video interviews with customers, this commitment reflects strongly in the outcomes of the research, demonstrating a powerful alignment of vendor and user priorities.
“It's about the customer adoption enablement structures”, Allen continued, “and how you help your customers, how you’re ensuring your they’re always happy, and ultimately how you're providing the right level of service to the enterprise, which is a difficult juggling act for any business.
“But I feel that the fact that we got five star rating on this reflects that we did a fantastic job”
Managing the customer journey
With 13 years in the UC space, Fuze has adapted and responded to their customers’ changing requirements, being an early entrant to the subscription model because of the flexibility it offers.
“Some industries, such as finance and government, have complex compliance regulations. But we can show them, actually we can do the exact same stuff you do with your on-premises PBX in the cloud. So let's show you how we do it, and actually how much easier it is for you. And how we can keep it just as secure as you do on-premises, in fact you can outsource that compliance to us”.
Fuze has been recognized as a Leader in The Forrester Wave™: UCaaS Providers, Q3 2019[/caption]
