Contact Centre helps you manage your contact centre, improving your communications through multichannel support, reduced downtime and advanced features.
Benefits
Contact Centre 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:
Better 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.
Improved 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.
Stronger Operational Performance
There’s no need to choose between cloud innovation and operational stability with Contact Centre. It benefits from robust, industry-leading SLAs and is backed by a highly skilled support team.
How Contact Centre helps
Running a Contact Centre
Agents can access Contact Centre from any location, whether that’s at the head office, home, the central contact centre or remotely – giving you great operational flexibility. All that’s needed is a PC, a phone and a data connection.
Managing Inbound Contact
Manage your agents’ skill sets to prioritise the best team or individual for each call with an intelligent call routing system. Contact Centre also has multi-channel capabilities so it can be used in conjunction with other inbound systems.
Telemarketing and Telesales
Contact Centre utilises an advanced outbound dialler that features a customisable drop rate so that you can stay within regulatory limits at all times. Using the handy portal, you can also import any leads from associated CRM systems to easily manage your marketing estate.
Challenges
A modern, global contact centre faces many challenges. Here are just a few of the ones solved by Contact Centre:
Keeping Costs Low
Contact Centre only charges you 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
Contact Centre uses features such as interactive queue status and auto-IVR to make each stage of the customer journey plain-sailing.
Multi-Channel Compatibility
Manage calls, emails and web chats in one place, switch between them easily with Contact Centre’s intuitive portal, and reduce your software estate.
Videos
Want to see more? Take a look at our 1 minute explainer videos
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Clients' Testimonials
The best way to be assured is to hear what other say about us
The Fusion Telecom automated solution represents our first dive into this area of new technology and we've been extremely pleased with the close support, ingenuity and attention to detail from them in creating and rolling out this imaginative solution.
Peter Fidler, Logistic Manager, Plantiflor Limited
After working with BT for many years, we ported our numbers to Fusion Telecom in 2003. The difference in customer service and solution delivery has been remarkable. They've worked with us to help develop our inbound call handling and a 'real time' disaster recovery solution.
Russell Metcalfe, Thomson Reuters
We have worked with Fusion Telecom for over 5 years and in that time we have worked through many changes in the telecoms environment. They have completed this without issue and with clear timescales. The results meant that the use of our NGN services has been something I need not worry about.
Martin Camp, IT Global Infrastructure, Royal Caribbean and Celebrity Cruises
The Paragon Group of Companies and Fusion Telecom have been working together since 2007 for the supply of inbound telephony and DR services for several operational departments within our organisation. Through this we have forged a successful partnership.
Phil Botham, Director of Strategic Development, The Paragon Group of Companies
Having worked with Fusion Telecom for over three years now, I can sincerely say that it has been a pleasure. The level of professionalism and service, coupled with the fantastic advice and efficient support that we have received, has been invaluable to our company.
Daithi O'Donnell, Customer Service, Sales and Operations Manager, Thane Direct
I just wanted to say thank you to you and your amazing team at Fusion Telecom for your support, creative thinking and flexible approach to solve our complete telephony PCI compliance. ...We are now using the PayGuard solution across the business and it has been very well received.
Dan Banham, Head of Information and Communication Technology, National Pharmacy Association
