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Running a Contact Centre

Keeping agents engaged, improving customer experience and lowering costs at the same time is the holy grail of call centre management. We provide the solutions so you can achieve this.


Here are just a few of the challenges that businesses face when running a contact centre:

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Keeping Costs Low

Agents make up the highest percentage of your call centre costs. Shortening AHT, increasing automation levels, and improving FCR all help reduce your operating spend.

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Agent Retention

We lower agent attrition by eliminating repetitive tasks such as ID & V or taking payments. Our survey application also enhances morale by enabling you to reward your highest performing agents.

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Providing a Good Customer Experience

Fusion Telecom design customer-centric products in consultation with our clients – this means personalisation is inherent in our approach, putting us on the cutting edge when it comes to Customer Experience provision.


Improving FCR

We help you resolve queries as quickly as possible, improving customer experience and reducing your costs. This is done through an artificially intelligent IVR which directs callers to the most appropriate agent – among other unique solutions.

Reducing Repetitive Tasks

It takes 40 seconds to manually verify a customer, on average; this is repetitive and de-motivating for agents. With VoiceGuard®, the process is taken completely out of the hands of the agent and customers are only put through once they have been automatically verified.


We design all our applications with the customer experience at the forefront of our minds. In practice, this gives each customer a unique experience from ID & verification right through to post-call survey.


We provide a whole suite of products which improve the ways that businesses run their contact centres. Here are just three of them:

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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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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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VoiceGuard® helps businesses who want to verify callers’ identities by automating the process, reducing manual verification, enhancing security and improving the caller’s experience.


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
Logo Reuters
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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
Logo Paragon
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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
Logo Thane
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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
Logo Thane
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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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