Fusion Connect Expands CCaaS Portfolio with Two New Solutions

Fusion Connect has expanded its Contact Center as a Service (CCaaS) offerings with two new solutions designed to serve organizations of all sizes. These cloud-based contact center solutions are now available to small and large businesses.

CCaaS Express

This entry-level solution provides essential contact center capabilities for smaller organizations:

• Voice engagement with intelligent call routing, IVR, and voicemail transcription.
• Omnichannel digital engagement, including Email, SMS, Social Media Messengers, and Web Chat.
• Click-to-code customer journey builder.
• Unlimited voice recording storage.
• Standard reporting with real-time dashboards.

CCaaS Enterprise

Built for larger organizations with complex needs, Enterprise adds advanced features:

• Call scoring, agent evaluation, and unlimited recording storage.
• Feedback (SMS, IVR & Chat) creates and deploys surveys across channels to capture feedback, discover trends, and make informed decisions.
• Screen recording for a holistic view of interactions enhances visibility into customer interactions for better service insights.
• Custom reporting with advanced dashboards and over 900 metrics that provide deep operational insight to guide decision-making.
• Performance management using leaderboards, coaching sessions, and agent recognition tools.
• Add-on packages for Workforce Management, CX Analytics, or Proactive Outbound Engagement.
• Enhanced AI capabilities, including mood detectors, virtual translators, voice identification, and even autopilot voice and chat automation, AI features have your call center covered.

Both solutions deliver cloud-based flexibility, allowing businesses to scale their contact center operations as needed. Organizations can manage customer interactions across multiple channels while maintaining consistent service quality.

These new CCaaS solutions are immediately available through Fusion Connect. For detailed information about features, pricing, and implementation, visit Fusion Connect's CCaaS solutions page.