Contact Center as a Service Provider

    Connect with your customers on a scalable cloud-based solution

    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.

    Talk to Our Experts

    Ask Us About Our Contact Center Solutions

    Powerful CCaaS Features

    Add voice and collaboration apps for a complete solution.

    • 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.

    Optional 3rd Party Integration

    • 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.
    • AI Chat Bots / Virtual Agents
      Modernize the self-service experience with conversational AI.
    • 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.
    • Business Intelligence
      Transform raw data and information into actionable insights in minutes.
    • DNC & TCPA Compliance
      Ensures your customer communication is compliant ready.
    • Transcriptions (Speech-to-Text)
      Convert audio into text transcriptions for easy documentation and reading.

    * Optional or 3rd Party integration available. Contact us for details!

    Contact Center Integrations

    Fusion Connect CCaaS integrates with these popular business tools.

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    slack-logo

    kustomer-logo

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    Microsoft Dynamics logo

    Microsoft Teams Logo

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    salesforce-logo

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    See our Contact Center solution in action.

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