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Monitoring Communications

We can help you to gain true insight into the customer journey, agent performance and regulatory compliance – with products that allow you to analyse entire conversations.


'Big data' is at the heart of all challenges related to communications monitoring. Our solutions tackle big data from the perspectives of cost, management and analysis:

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Keeping Costs Low

Our automated speech analytics is 10 times cheaper than manual transcription and means that agents can focus on helping your customers rather than on complying with regulations.

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Volume of Data

Columnar databases, in-chip processing and purpose-built intelligence applications mean we can quickly handle large scale data.

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Obtaining Actionable Insights

Once your call data is transcribed, we provide simple, comparable metrics on it which you can easily drill-down into, providing you with useful, actionable intelligence



Automating speech analytics reduces your costs and gives you a wealth of extra insight into your customer's experience and your agent’s performance, as well as your contact centre's compliance with internal and external regulations.

Easy Drill-Down

Search for whatever you want… no limits! Our systems allow you to report off all instances of a key word or phrase. Combined with our business intelligence programme, this means that you can obtain simple and insightful analysis in seconds.


We can make sure your agents are reading the script correctly without the need for a valuable staff member to sit down and listen to a set number of calls. This means that you can quickly check which agents need additional training.


Our multi-channel application base allows you to survey, transcribe and analyse using products fully integrated, at API level:

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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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SmartScribe helps businesses transcribe their calls by automating the process, and enabling you to review agent performance by applying you own custom metrics.

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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

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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
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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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