Fuze Discover Use Case Examples

Question

What are some use cases for Fuze Discover?

Applies To

• Fuze Discover

Answer

Fuze Discover is useful for many different roles at your organization. Here are is a list of roles and use case examples for Fuze Discover:

IT Administrator

• Adoption and usage of Fuze services by locations, by departments, and by users (do we have shadow IT?  are we reaching adoption/project goals?)
• Types of endpoints used within the organization (what do I need to support / consider for new users / consider for network and wifi purposes?)
• Quality of service (is Fuze delivering what I’m expecting?  how do my users feel about the service? how do I troubleshoot issues on behalf of my users?)

Contact Center Supervisor

• Build reports and dashboard with their specific KPIs in mind (e.g. only count Abandon calls if the call was waiting in queue for > 30 seconds)
• View longer term trends of queue volumes correlated with the customer experience
• Visualize agent behavior in a given time period

Sales Managers & Search/Recruiting Firms

• Build reports and dashboards with specific sales KPIs in mind (e.g. only count connected calls if connect time > 5 minutes)
• View longer term trends of activity (e.g. number of calls connected) and how they correlate to sales performance
• Visualize sales rep and sales team behavior
• Benchmark sales teams and reps against a variety of measures (e.g. avg calls placed)

Marketing

• View call volumes over time for CTA phone numbers and campaigns