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
“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
“Microsoft Teams is one of the fastest growing Unified Communication platforms in the world. Here at Fusion Connect, as a Managed Communication Service Provider, we’ve taken a lead on ensuring that we’re providing our clients, globally, with the best Microsoft Calling services available, through both Operator Connect and Direct Routing.”
- Terry Corder, Senior Director Sales Engineering
Features Include |
Professional |
Enterprise |
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3rd Party Application Integrations See below for a short list of the most popular apps and business tools.
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ACD (Automatic Call Distribution) Receives incoming calls and distribute them to an available agent.
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Call Forwarding Transfer calls to other agents.
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Call Recording Capture your agents’ desktop activity during calls and let synchronized playback of voice and screen recordings provide the context you need to get a complete picture of every customer interaction.
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Conference Call Call conferencing allows you to add guests to a call. A guest can be another agent, a customer/prospect/lead or a manager.
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Hunt Groups and Ring All Link customers using ring groups, which can represent skills, departments, languages, and many other items customized to your business needs.
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IVR (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.
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Microsoft Teams Integration Level up your enterprise by integrating your best-of-breed collaboration solution with a leading end-to-end cloud contact center solution and reduce your total cost of ownership.
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Omnichannel (Messaging, SMS, Social Media, Chat) Engage with customers on their channel of choice, all while personalizing interactions, preserving conversation context, and effortlessly elevating conversations across channels.
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Outbound Dialer Anticipate your customers’ needs and reach out proactively for personalized engagement that drives loyalty and business growth.
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Outbound Engagement & Campaigns Anticipate your customers’ needs and reach out proactively for personalized engagement that drives loyalty and business growth.
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Post Interaction Surveys Create post-call voice surveys in order to obtain reports and analyzable data
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Quality Management Evaluate agent interactions, identify key areas of improvement, and provide agents with actionable feedback to deliver exceptional customer experiences.
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Real-time Dashboards Customize dashboards, set alarms, and share live performance metrics in real-time and motivate teams to deliver the best customer experience.
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Real-time and Historical Reporting Instant view of performance for faster data-driven decisions.
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SalesForce Integration Full contact center functionality inside Salesforce. Deploy for Salesforce, add licenses, and assign user permissions—all without ever leaving Salesforce.
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Screen Recording Flexible inbound and outbound call recording, synchronized playback of voice and screen recordings, and custom storage options.
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Voicemail Routes the call to the voicemail of agents or ring groups you select.
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Business Intelligence Transform raw data and information into actionable insights in minutes.
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Optional 3rd Party | |
Call Flow Creation Tools Visualize the exact flow structure and outcome for any stage of the customer journey. Create your perfect combination of IVR scripts, menus, routing, and custom options to deliver a seamless customer experience.
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Optional 3rd Party | |
Workforce Management Combine powerful AI and automation with an intuitive user experience to help optimize staffing and scheduling decisions, reduce administrative effort, and deliver a better experience for agents.
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Optional 3rd Party | |
AI Chat Bots / Virtual Agents Modernize the self-service experience with conversational AI.
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Optional 3rd Party | |
CSAT SMS Surveys Capture customer feedback via SMS CSAT Surveys after both inbound and outbound calls.
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Customer Experience Analytics Find key conversational moments, topics, customer intents and sentiments to take the next best action to create a faster and more frictionless customer experience.
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Mobile Agents 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.
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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.
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No-Code AI Model Training Tool 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.
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Speech and Screen Analytics AI-powered speech and text analytics tool that captures, transcribes, and analyzes every customer interaction across all contact channels.
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Look out for a call or email from our Fusion Connect Business Development Rep.
Our Rep will answer questions and guide you to a service expert based on your business needs.
Our customers are always a number one priority. We are proud to be your leader in Managed Services and look forward to supporting businesses like yours.
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.
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