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Cloud Contact Center Solutions

Deliver better customer experience.

Cloud Contact Center Solutions

Contact Center Pro

Streamline your Contact Center and deliver excellent customer experiences to every one of your customers or clients.

Fusion’s enterprise cloud contact center solution provides everything a business needs to connect and communicate with customers more effectively than ever before.

The solution’s intelligence resides securely in the cloud. Embracing this future-proof technological solution removes end-of-life concerns and protects technology investments with advanced system integration. It’s a clear and secure path to the cloud.

Contact Center Product Sheet

Contact Center Top Features

ACD - Automated Call Distribution capability

Customizable Automated Call Distribution (ACD)

Direct customer call queries to the right queue, with the right priority, to the right skilled agent or employee. Fully customizable to meet your company’s needs.

Web Consoles for Contact Center Employees

Web Consoles
(Agent & Supervisor Options)

Supervisors and agents can view status and manage agents, escalation options, availability/status, queues, and queued calls.

Contact Center & Call Center Reporting

Powerful Reporting

Get a 360 view of all your in-bound call data in an online portal that can be accessed anytime, anywhere. Generate flexible, real-time, and historical reports with ease.

Contact Center Queues

Intelligent Queues

Enhanced criteria-based routing based on agent or team skill sets and availability. Comprehensive choices can be given to your customer’s based on their specific needs.

Desk Phone or Mobile Phone in Contact Center

Choice of Device

Agents and supervisors can use their choice of device – desk phone or mobile phone. Use Fusion phones or provide your own. Easily accessed by your remote workforce.

Contact Center one-click escalation capability

One-Click Escalation

In the agent console, simply select the supervisor or senior employee and immediately transfer a call to their queue to address your customer’s concerns.

Business Continuity Capability

Built-in Continuity

Reroute calls to alternate locations in case of a localized power outage or natural disaster. Remote workers can easily be set up in queue.

Contact Center Pro Customer Portal

Self-Service Administration

Administrators can manage Contact Center Pro using our intuitive online Customer Portal. Robust real-time reporting and analytics at a click accessible from anywhere.

Contact Center Details

Contact Center Pro Has Two Unique Offerings to Meet Your Needs.

  Advanced Package
Includes 30 Agents
Ultimate Package
Includes 50 Agents
Full FusionWorks Pro Integration *
Full Failover and Geo-Redundancy
Agent Softphone
Automated Attendant/IVR
ACD360
Historical Reporting
Real Time Reporting
Call Center Routing
Skills Based Routing
Contact Center Configuration Portal
ETA / Queue Position  
ASAP Callback  
Scheduled Callback  
Next Business Day Callback  
Event Notification Manage  
Abandoned Call Notification  
Call Survey  
Screen Pop Agent Client  
Multichannel Agent Client: chat  
Automated Outbound Campaigns  
Salesforce Integration**  
Call Recording  

Requires a seat at additional charge. Can integrate with existing PBX.

Additional charge upon discovery.

A Complete Office Solution

Unified Communications

Unified Communications

Enjoy voice and video calling, SMS texting, chat, presence, and conferencing in one easy-to-use app.

Explore Unified Communications

Business Internet

Business Internet

Get fast, predictable bandwidth that fits your needs and budget, available throughout the U.S. and in Canada.

Explore Internet Connectivity Options

Network and security services

Networks & Security

Simplify branch-office networking and ensure delivery of bandwidth-intensive applications.

Explore Network & Security Options

Helpful Contact Center Resources

Ideal Contact Center Ecosystem: Cloud-based and Cutting-edge

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?

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.

6 Tips for Managing Remote Workers

6 Tips for Managing Remote Workers

It’s likely that at least one of your teammates is working remotely today. Working from home and flex-time is coming to play a major role in an employee’s decision to take or leave a job.

See All Resources

Questions?

Speak with one of our sales representatives.

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