Contact Center Solutions, Call Center Software

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

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
(Agent & Supervisor Options)

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

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.

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.

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.

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.

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.

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

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

Explore Unified Communications

Business Internet

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

Explore Internet Connectivity Options

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

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.

Read Blog Post

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.

Read Blog Post

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.

Read Blog Post

Cloud Contact Center Solutions

Deliver better customer experience.

Contact Center Pro

Contact Center Top Features

Contact Center Details

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

A Complete Office Solution

Helpful Contact Center Resources

Questions?

Speak with one of our sales representatives.