Fusion Connect's New CCaaS Solutions

Remember when having a 1-800 number was enough to make customers happy? Those days are long gone. Today's customers expect seamless, intelligent interactions across every channel, and they'll switch brands in a heartbeat if they don't get them.

That's why we're excited to announce our new, fully managed contact center solution, which brings full omnichannel contact center capabilities to teams of all sizes.

What Modern Contact Centers Do

For Big Business

For companies with hundreds of agents who are handling tens of thousands (or more) of customer interactions daily across phone, email, chat, and social media, their contact centers need to:

• Route thousands of conversations to the right departments
• Keep customer data secure and organized
• Manage global teams across different time zones
• Track performance metrics across all channels
• Maintain consistent service quality at scale

For Small Business

But here's the thing - smaller companies need the same capabilities, only on a different scale. You might have agents in a helpdesk, inside sales, or customer service department, but still need to handle hundreds of interactions a day, and your customers still expect:

• Quick responses, whether they email, call, or message
• Agents who know their history and previous interactions
• Professional service across all channels
• Fast resolution to their problems
• The ability to switch between channels without repeating themselves

Until recently, smaller operations had to choose between expensive enterprise systems that were not meant for them or cobbling together multiple basic tools. Our CCaaS solutions work for small companies by giving them exactly what they need and then smoothly scaling up to solutions for larger numbers of agents as they grow.

The "Why Didn't Anyone Think of This Before?" Features

This isn't about fancy features that look good on paper but gather digital dust. We're talking about technology that delivers real value:

• Shorter wait times that keep customers happy
• Automated workflows that make agents more efficient
• Analytics that help you make better decisions
• Performance improvements you can measure

It's All Connected.

Think about it—what use is cutting-edge CCaaS technology if your teams waste hours jumping between disconnected platforms? We've taken powerful CCaaS platforms and transformed them into a fully managed solution.

Powerful AI Features That Matter

Let's break down the AI capabilities and their real benefits:

• Virtual Agent Technology
  Handles basic customer questions 24/7, reducing wait times and costs
• Real-Time Agent Assist
  Suggests answers and next steps to agents while they're helping customers
• Conversation Analytics
  Automatically identifies customer sentiment and emerging issues
• Smart Quality Management
  Uses AI to score calls and highlight coaching opportunities
• Predictive Routing
  Matches customers with the best available agent based on past success rates

These aren't just fancy features - they're practical tools that:

• Cut average handle time by up to 20%
• Reduce training time for new agents
• Catch customer issues before they become problems
• Help managers coach more effectively
• Improve first-call resolution rates

Ready to Transform Your Contact Center?

Whether you're struggling with your current setup or planning for future growth, we've designed this solution to scale with your needs. Our dedicated success managers ensure you're not just implementing a platform but building a competitive advantage.

The best part? You don't have to figure it out alone. We handle the complex stuff while you focus on what matters most: delivering exceptional customer experiences.

Want to see what contact center excellence looks like? Let's talk about how we can transform your customer service operations into a powerhouse of efficiency and satisfaction.