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Improve your customer experience while reducing costs, with Contact Center solutions from Fusion Connect.
Choose from two advanced Contact Center as a Service (CCaaS) offerings that have feature-rich, end-to-end, and omnichannel capabilities.
With rapidly changing work environments, businesses need:
Talk with us today about contact center options for your business.
Predictive Dialer
Proactively connect with current and prospective customers – tripling or quadrupling connect rates over manual dialing.
Automatic Contact Distribution (ACD)
Route inbound calls to agents based on caller data, IVR selection, business hours, and agent skills to optimize each caller’s experience.
Interactive Voice Response (IVR)
Create IVR call routing flows for a better customer experience.
Omnichannel
All-in-one digital customer engagement solution that includes popular messaging apps, SMS, social media channels, and chatbots.
AI-Powered Self Services
Help your customers with powerful voice and digital self-service tools, resulting in better experiences and lower costs.
Maximum Reliability
A 100% uptime service level agreement on the CCaaS component. Must purchase the Advanced license.
Fusion Connect offers two powerful contact center services to meet today’s business needs. Add internet, voice, and collaboration platforms, for a complete solution from one provider – making billing and vendor management easier on you.
| CCaaS Professional Plus | CCaaS Advanced | |
|---|---|---|
| Agent & Supervisor Seats | ||
| Auto Attendant | ||
| Automatic Call Distribution | ||
| Call Queues |
Unlimited |
Unlimited |
| Interactive Voice Response | ||
| Real-time Dashboards | ||
| Business Intelligence | ||
| Salesforce Integration | ||
| 60+ Out-of-Box Integrations | ||
| 80+ AppConnect Partners | ||
| Mood Sentiment | ||
| Guardian Standard – Native Security Solution | ||
| API – CSAT SMS Survey | ||
| API – Studio Functions | ||
| 100% Uptime SLA | ||
| Custom Reports & Dashboards | ||
| All APIs |
Optimize staffing and automate scheduling for greater operational efficiency. Intuitive, easy to use, and designed for the modern, work from anywhere, workforce.
Leverage AI and machine learning to extract actionable insights from every customer interaction. Don’t miss an opportunity to improve your customer experience.
Capture agents’ desktop activity during calls. Let synchronized playback of voice and screen recordings provide the context you need for a complete picture of every customer interaction.
Reach out and respond to customers using their preferred communication channel: popular messaging apps, SMS, social media, surveys, and chatbots.
Efficiently evaluate customer interactions and provide agents with actionable feedback.
Help customers, and agents, with an AI-powered knowledge base.
Easily and securely manage agent-assisted credit card transactions in a PCI-compliant environment.
CCaaS stands for Contact Center as a Service. It’s a cloud-based platform businesses use to cost-effectively operate a highly reliable, feature-rich call center from anywhere.
CCaaS is calling or contact services operated remotely (via the cloud). Businesses purchase seat licenses for agents and supervisors, for sales, support, or other teams, but do not need to buy or maintain hardware or software. Employees can log-in to the system anywhere they have internet access.
Today’s CCaaS offerings are rich in features and packages that move the needle in engaging customers and your workforce.
By using a CCaaS, the technology is future-proof, easy to deploy, scalable to your business needs, and maintained by Fusion Connect.
Flexibility & Functionality
Contact Centers as a Service are future-proof. As technology evolves for AI, Omnichannel, or other new areas, so can your service – helping you stay competitive in your industry.
Advanced features can be deployed quickly across your business locations, and having it cloud-hosted means you minimize the risk of disruptions. It’s always-on wherever there is an internet connection. Should call volume increase, you can add agents quickly with licensing, no additional hardware or infrastructure required.
Security Benefits
Protect your business and customers against data breach with the built-in security features of Fusion Connect CCaaS. These include continuous Intrusion Detection systems, layers of User Authentication and Privilege, internal traffic and server monitoring, and user-controlled data encryption in storage and in transit.
Financial Benefits
Running your own on-premises contact center means you need to think about not only maintaining equipment, but financing for technology upgrades and future growth. Alleviate the worry and reduce capital expenses by using our hosted service.
Ideal Contact Center Ecosystem
You need to establish a contact center ecosystem that leverages multiple technologies and capabilities if you want to truly provide a perfect omnichannel customer experience.
Is Your Office Ready for the Future?
As digital innovation continues, the differences between working in the office, a coffeehouse, your own backyard - or even at the lake - will soon fade away.
How to Engage More Meaningfully with Customers
The cost and complexity of supporting an omnichannel, always-on call center is a challenge on a good day. In this article we discuss how Call Center as a Service can streamline your customer services - from sales to support to basic customer care.
