Contact Center as a Service Provider

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Fusion Connect - The Contact Center as a Service Provider (CCaaS)

Many businesses are realizing they don’t need to – and shouldn’t – run their own contact/call center. Beyond the expense of creating and maintaining a contact center, they often lag behind the newest features and capabilities. An on-premise platform can be a logistical nightmare to update for your business needs.

As your CCaaS provider, Fusion Connect enables a truly omnichannel customer experience. We offer a comprehensive package of communications services, including Unified Communications as a Service (UCaaS).

Fusion Connect designs your CCaaS platform around your organization’s use cases. We factor in your technical and business needs to optimize costs and performance. Delivering multiple solutions: from a base-level Professional platform to an Advanced solution that gives world-class performance.

Fusion Connect’s CCaaS Portfolio

Our portfolio takes you beyond a basic communications tool.

  • Business Intelligence & Data.
    Our CCaaS includes business intelligence data for productivity and efficiency. This data helps measure team effectiveness and gauge customer satisfaction while containing costs.
  • Securely Encrypted.
    Built-in encryption and monitoring makes security compliance easy to manage. Includes all the features you need to improve your customer experience.
  • Easy Management & Upgrade.
    Because it’s all run on the cloud, the whole system can be deployed and scaled from anywhere. It's continuously updated with new features and has the ability to scale with your business.
  • Reduce Costs.
    Reduce your operational costs, increase flexibility and agility, expand your functionality and security, and achieve superior ROI across your customer service needs.

A Fully Managed Customer Experience

Three Powerful Services to Meet Your Needs

Add internet, voice, and collaboration platforms for a complete solution.

Features Include

Professional

Professional Plus

Advanced

ACD (Automatic Call Distribution)

Receives incoming calls and distribute them to an available agent.

IVR · Studio (Interactive Voice Response)

Allows incoming callers to access info via a voice response system of pre-recorded messages without having to speak to a live agent.

Real-time Dashboards · Live

Customize dashboards, set alarms, and share live performance metrics in real-time and motivate teams to deliver the best customer experience.

Business Intelligence · Explore

Transform raw data and information into actionable insights in minutes.

Self-service SDK

Avoid missed chats or abandoned calls. Easily create effective call flows for a self-service experience using conversational AI across multiple channels, including virtual agent assistance voice and digital.

Deep Salesforce Integration

Full contact center functionality inside Salesforce. Deploy for Salesforce, add licenses, and assign user permissions—all without ever leaving Salesforce.

Access to 60+ Out-of-the-Box Integrations

Easily bring your favorite business tools into the contact center interface. Includes Zendesk, Slack, Hubspot, Zoom, ServiceNow, and Microsoft Dynamics 365, to name a few.

Access to 80+ AppConnect Partners

Enhance your work flows and customer experience with add-ons and integrations.

Mood Sentiment

Using AI, natural language processing (NLP), and other algorithms, sentiment analysis models detect patterns in voice or text and classify customer emotions to better assess customer experience.

Guardian Standard

An AI-driven, native cloud compliance solution that enables you to gain visibility into your work-from-home and hybrid workforce. Reroute calls to agents with the best connectivity and notify agents when they are engaging in non-compliant behavior.

Connections Standard

Interact with, and leverage, data contained in any 3rd-party systems. Plus, quickly and autonomously add custom actions through a simple, no-code interface.

Mobile Agent (Android & iOS)

Equip your teams with real-time customer info and tools to provide an excellent customer experience on an agent’s mobile phone, tablet, or smartwatch..

Real-time & Historical Reporting APIs

Allows getting valuable trends and insights regarding the performance of your company by correlating contact center data with data from other systems.

CSAT SMS Surveys

Capture customer feedback via SMS CSAT Surveys after both inbound and outbound calls.

Studio Functions

An interactive visual designer that offers Admins an easy way to configure, design, and manage both simple and complex call flows with little to no code or expensive IT resources.

Custom Report & Dashboard Creation

Supervisors are able to create and customize detailed reports and/or dashboards for all digital channels. Reports can be cross-channel or detailed by each channel (Chat, Email, SMS, and more).

All Available APIs

Integrate and access the APIs that you need most that go beyond the available out-of-the-box integrations.

Optional Add-Ons for the CCaaS Offerings

workforce management

Workforce & Quality Management

Optimize staffing and automate scheduling for greater operational efficiency. Intuitive, easy to use, and designed for the work-from-anywhere workforce.

Efficiently evaluate customer interactions and provide agents with actionable feedback.

Easily and securely manage agent-assisted credit card transactions in a PCI-compliant environment.

speech analytics

Speech & Screen Analytics

Leverage AI and machine learning to gain 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 of every customer interaction.

omnichannel

Omnichannel

Reach out and respond to customers using their preferred communication channel: popular messaging apps, SMS, social media, surveys, and chatbots.

An AI-powered knowledge base gives access to helpful guides for customers and employees alike.

Contact Center Integrations

Fusion Connect CCaaS integrates with these popular business tools.

google-logo

slack-logo

kustomer-logo

servicenow-logo

Microsoft Dynamics logo

Microsoft Teams Logo

zendesk-logo

salesforce-logo

Connect with Customers the Way They Want

Improve your Contact Center CX solutions with Fusion Connect.

Talk with us today about contact center options for your business.

Additional Services Within Managed Communications

Why You Receive the #1 CCaaS Service

When Operated from Within a Managed Service Provider (MSP)

As a managed service provider (MSP), Fusion Connect offers a full spectrum of services managed by a team of world-class experts. That same expertise and commitment create our CCaaS offering.

When paired with UCaaS, our service offers a scalable platform for communications, both internally and externally. It's easy to manage, cost effective, and raises the bar for team collaboration and productivity.

Working closely with hundreds of companies to manage their communications, we have a unique understanding about how to ensure your customer experience is successful.

Choosing a managed communications provider opens a wide selection of options to improve your business communications infrastructure. While improving your business communications, you'll also enjoy a positive impact on your bottom line.

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Your business acceleration begins!

Look out for the call or email from a Fusion Connect Business Development Representative.

They will answer all questions and guide you to the most relevant expert based on your business needs.

Our customers and prospects are always our  number one priority. We are proud to be an industry leading Managed Service Provider who supports businesses like you.

Thank you for your time and have a great day!

Connect. Protect. Accelerate Your Business.