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.
“Taking orders using Fusion Connect Call Center during COVID-19 has been sort of a pilot for how a call center might work for our business. We’ve seen that Fusion Connect Call Center can help us do more business and use our resources more efficiently.”
– Phil Dixon, Director of IT, Alicart
“...I’ve been incredibly impressed by [Fusion Connect’s] laser focus on client satisfaction. Clients are clearly at the center of all we do, and there’s an undeniable commitment to ensuring they’re delighted with the services we provide!”
– Jennifer London, Industry Marketing Senior Manager
“Fusion Connect’s Tech Support has been fantastic throughout the entire process… our entire experience dealing with Fusion Connect has just been great.”
– Joseph Pereira, Systems/Network Admin, Suite-K
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.
|
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.
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.
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.
With a hosted, cloud-based, Voice over IP (VoIP) solution, you no longer need to deal with the expense of investing in, managing, and maintaining PBX hardware. Your staff can work from anywhere with all the features of high-end calling services for a fixed, per-month, seat price.
Hosted VoIP PageWith Microsoft Teams or Cisco Webex, gives your workforce the ability to collaborate, meet, message, and call, in a scalable, feature-rich, easy-to-manage platform that will meet your business’s needs now and in the future.
UCaaS PageLeverage your existing Microsoft Teams platform. Make and receive calls outside your company org with the Microsoft Teams app using nearly any device - desktop or laptop app, smartphone, tablet… whatever device your employees use.
Microsoft Teams Calling Services PageSimplify your voice and data services by giving your IP-enabled PBX the ability to run on your existing broadband services. Voice traffic gets prioritized for excellent call quality. Realize cost savings over your current telephony budgets with free in-network dialing among all your connected business locations and users.
SIP Trunks Page"Goodbye," Plain Old Telephone Service (POTS). Avoid the coming copper line cost increases and requirements. Analog adapters handle the legacy devices requiring copper wires. And, the simplified management and scalability of this digital transformation is cost effective and business centric.
POTS Replacement PageFusion Connect offers a full spectrum of business internet infrastructure services managed by a team of world-class experts. This expertise and commitment creates our CCaaS offering.
When paired with UCaaS, our call service services offer a scalable platform for communications - 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 unique insight to ensure your customer experience is successful.
Choosing a managed communications service provider opens many options to improve your business communications infrastructure. While improving your business communications, you'll also enjoy a positive impact on your bottom line.
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!
As remote work continues to be the norm for many people, Microsoft Teams has become an essential...
Read More
Microsoft Teams Premium is a Teams add-on license that allows organizations with Microsoft 365...
Read More
Microsoft Teams boasts numerous features that can significantly improve team collaboration and...
Read More