Our Response to COVID-19
We are here to help our customers, partners, and colleagues stay connected and navigate the new challenges they face during this COVID-19 pandemic.
Our business continuity plan is activated, and our entire company is remote-work enabled. All customer support continues to be available 24/7, and we are focused on ensuring uninterrupted service as the situation develops. Please check back here for updates.
- May 4, 2020 - Update
We are focused on protecting the health and safety of our employees during the pandemic, while providing uninterrupted services to you as customers. Even with the recent announcements of local and state openings, we continue to offer all employees the flexibility to work remotely until the COVID-19 situation stabilizes in their local areas and remain confident in our ability to continue to respond to your daily needs.
- April 20, 2020 - Update
To assist customers looking for remote work solutions, we’ve created a page to highlight specific offerings. Visit Solutions for a Remote Workforce.
- April 13, 2020 - Update
Fusion Connect continues to provide uninterrupted operations while adhering to local and state mandates. All 11 offices in the US and Canada are closed, while our employees are working from home to support customers and partners.
Customer service and support are a top priority:
- We continue to provide 24/7 access to Fusion Connect technology professionals
- Our call center personnel are 100% remote with an average speed-to-answer of two minutes across our various call queues
- New tutorials about voice system administration and product use have been added to our Support page
Please be safe and continue to stay connected to friends, family, and those in need. Thank you for choosing Fusion Connect.
- March 30, 2020 - Update
Doing Business As Usual
We are working with our carriers daily to provide continuous service. As of today there have been no changes in service.
To provide you with better support our IVR has been updated with more self-service resources.
- March 23, 2020 - Update on Fusion Connect Offices
As we continue to monitor the COVID-19 pandemic, the health and safety of our employees remain our first priority. In light of recent communication from local governments, Fusion Connect employees are now working remotely for their safety but also in the interest of continuing to provide uninterrupted support for customers and partners.
Offices Closed. All Employees Working Remotely:
- San Francisco Bay Area, CA
- Seattle, WA
Offices Open. Most Employees Working Remotely:
- Atlanta, GA
- Cleveland, OH
- Emporia, KS
- Fairfield, NJ
- Macon, GA
- Meriden, CT
- Northern Virginia
- Edmundston, New Brunswick, Canada
- Toronto, Ontario, Canada
- March 16, 2020 - Update
We are in regular communication with our carriers and vendors to ensure that there are no interruptions to your services. There are no changes to report. All is working as expected.
- March 11, 2020 - A Message From Our CEO
Valued Customers and Partners,
We understand that you depend on Fusion Connect for your communications needs and that you may have concerns about any service impacts from the Coronavirus situation. We want to assure you that Fusion Connect operations are uninterrupted. We are actively planning to make sure we continue operating as usual as the COVID-19 situation evolves.
To ensure both the health and safety of our employees and no disruption of service to you as customers and partners, we have comprehensive plans in place. Our readiness preparations include ensuring that our existing support and provisioning resources will be able to work remotely as required. This covers access to the phone queues and all systems needed to provide support. You can be assured that 24 x 7 support will continue to be available. We are working closely with our vendors, carriers and field technicians to verify and integrate their plans into our own. At this time, our field technicians are dispatching as usual and there have been no interruptions or delays in equipment deliveries. As usual, our staff is available to help with any specific order or implementation concerns.
As you think through your own emergency plans for your business, it may be a good time to talk with us about hosted voice solutions and/or back-up access options. Both services can provide you the flexibility and reliability needed to keep operating even if you are away from your office for an extended time. Please reach out to us at 888.301.1721. We’re here to help.
We will keep you advised as we monitor the situation at https://www.fusionconnect.com/support/coronavirus-update/
We appreciate your confidence and trust, and will work diligently to continue to provide service excellence. Please monitor your local, state, and federal government websites as well as www.cdc.gov to help keep you safe and aware of the latest information on Coronavirus.
President and Chief Operating Officer, Fusion Connect
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