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.
“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
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
Two Powerful Services to Meet Your Needs
Add internet, voice, and collaboration platforms for a complete solution.
Features Include
Professional
Enterprise
3rd Party Application Integrations
See below for a short list of the most popular apps and business tools.
ACD (Automatic Call Distribution)
Receives incoming calls and distribute them to an available agent.
Call Forwarding
Transfer calls to other agents.
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.
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.
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.
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.
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.
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.
Outbound Dialer
Anticipate your customers’ needs and reach out proactively for personalized engagement that drives loyalty and business growth.
Outbound Engagement & Campaigns
Anticipate your customers’ needs and reach out proactively for personalized engagement that drives loyalty and business growth.
Post Interaction Surveys
Create post-call voice surveys in order to obtain reports and analyzable data
Quality Management
Evaluate agent interactions, identify key areas of improvement, and provide agents with actionable feedback to deliver exceptional customer experiences.
Real-time Dashboards
Customize dashboards, set alarms, and share live performance metrics in real-time and motivate teams to deliver the best customer experience.
Real-time and Historical Reporting
Instant view of performance for faster data-driven decisions.
SalesForce Integration
Full contact center functionality inside Salesforce. Deploy for Salesforce, add licenses, and assign user permissions—all without ever leaving Salesforce.
Screen Recording
Flexible inbound and outbound call recording, synchronized playback of voice and screen recordings, and custom storage options.
Voicemail
Routes the call to the voicemail of agents or ring groups you select.
Business Intelligence
Transform raw data and information into actionable insights in minutes.
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.
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.
Optional 3rd Party
AI Chat Bots / Virtual Agents
Modernize the self-service experience with conversational AI.
Optional 3rd Party
CSAT SMS Surveys
Capture customer feedback via SMS CSAT Surveys after both inbound and outbound calls.
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.
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.
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.
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.
Speech and Screen Analytics
AI-powered speech and text analytics tool that captures, transcribes, and analyzes every customer interaction across all contact channels.
Contact Center Integrations
Fusion Connect CCaaS integrates with these popular business tools.
Speak with a Technology Expert
Your business acceleration begins!
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.
Connect. Protect. Accelerate Your Business.
Additional Services Within Managed Communications
Hosted Voice (VoIP)
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.
With 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.
Leverage 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.
Simplify 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.
"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.
Fusion 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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