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Fusion Telecom Ltd

Fusion Contact Centre

Fusion Contact Centre was designed with agents, it's simple and intuitive design allows agents to focus on providing outstanding customer experience.

How Fusion Helps

Key challenges we help to solve

A modern, global contact centre faces many challenges. Here are just a few of the ones solved by Fusion Contact Centre:

Keeping Costs Low

You only pay for simultaneous logins, not for individual users. For contact centres with shift patterns and part-time workers, this pricing model drastically reduces costs.

Providing a Positive CX

Fusion Contact Centre uses features such as interactive queue status and auto-IVR to make each stage of the customer journey plain-sailing.

Omni-Channel

Manage calls, emails, web chats, social media and more; from one place. Switch between channels easily with Fusions intuitive user interface.

Fusion Contact Centre

Fusion Contact Centre helps you manage your team, improving your communication through omni-channel support, reduced downtime and advanced features.

Unified Agent Desktop

Our Unified Agent Desktop was designed to meet the specifications of real Agents and rigorously tested in the UK's largest outsourced contact centre.

Simple and Intuitive Design

Fusion Contact Centre unifies all communication channels – voice, email, SMS, web chat, and social media – into a single simple interface.

 

It unifies information too, showing all the customer’s details, including a full interaction history across all channels. Agents can even view past emails and transcripts of past chats.

Operational Flexibility

Fusion Contact Centre offers you increased operational flexibility. If you have home workers, then they can access Fusion Contact Centre remotely via a web browser.

They can also use a soft-phone with USB Headset removing the need for your homeworkers to have their own handset.

Stronger Operational Performance

Fusion blends advanced cloud contact centre innovation with an intuitive design to meet every one of your contact centre’s challenges. Here are just a few of the benefits:

Agent Performance

Using a simple and straightforward system, you can report on how long your agents spend at each stage of their calls, and create scripts to improve their performance.

Customer Experience

Impressive inbound capabilities such as a sophisticated self-serve IVR, advanced call queueing, call recording, screen popping and real-time wallboards, deliver an outstanding customer experience.

Improve Performance

There’s no need to choose between cloud innovation and operational stability with Pulse. It benefits from robust, industry-leading SLAs and is backed by a highly skilled support team.

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