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Managing Customer Experience

Customer experience improvement has, again, been voted the number one priority for contact centre managers in 2017, which is why we design products which place CX at their heart.


Improving customer experience requires significant insight, and can be costly. We tackle these challenges and many more, some of which can be seen below:

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Understanding the Customer Journey

We overcome this challenge by integrating customer data from numerous different sources, using purpose-built intelligence applications to extract and display the key information.

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Personalising Customer Experience

Customers will have a better experience with your business when they don't have to jump through unnecessary hoops to get an answer. We can help you personalise this.

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Operational Efficiency

Automating repetitive tasks such as identification and verification increases your operational efficiency, engages your agents more effectively and improves your CX.


Data Simplification

To gain an actionable insight into your customer journey, you have to simplify your data estate. By using a purpose-built intelligence application, we can collate and streamline data from your transcribed calls, your surveys, your CRM and many other valuable sources to give you accurate reports.

Artificial Intelligence

Our artificially intelligent IVR learns from your customers' previous interactions with your business and, next time they make contact, will route them to the correct department or even the most suitable agent, improving their experience.

Reduced Agent Handling Times

The age-old bugbear when calling a contact centre is queuing time. We provide automated solutions which drastically reduce AHT, bringing down your queue times in the process and allowing customers to get through to your agents swiftly and with less fuss.


All our products have been created with customer experience in mind. Here are just a few of the ones that make up our award-winning suite:

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inSurvey® helps businesses who want to learn what their customers think, using a truly unique approach that eliminates cherry-picking, engages agents and ascertains the truth.

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Transform's artificially intelligent IVR reduces friction faced by the customer when they call your business by routing them to agents based on their previous activity.

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Insight helps businesses who want to understand their customers' experience by bringing data together from any source, including surveys, and displaying and combining it in an insightful way.


Want to see more? Take a look at our 1 minute explainer videos

Transform helps businesses who want to manage inbound calls by lowering agent handling time, reducing queue times and increasing customer satisfaction.

PayGuard® takes the pain out of compliance, securing your customers card information whilst making it easy to take payments. Multi-currency? Schedule payments? No problem.

inSurvey® helps businesses who want to learn what their customers think, using a truly unique approach that eliminates cherry-picking, engages agents and ascertains the truth.

Clients' Testimonials

The best way to be assured is to hear what other say about us

Logo Bakker
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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
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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
Logo Caribbean
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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
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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
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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
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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

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