Fusion Communication Systems specializes in building custom contact center solutions. With 15 years’ experience in building call center solution Fusion creates solutions that are easy to use, easy to manage, scalable, reliable and deliver enterprise-class features.
Effective communication is as essential to growing organizations as working capital and a strong business plan, organizations need communications to be reliable and cost-effective.
with a seamless service that ensures efficiency and satisfaction. An investment in the right communication systems and tools will produce both quick and on-going returns. It will support your strategic goals and strengthen your competitive edge.
What Value does Fusion contact center deliver?
- Advanced call handling capability: Providing a consistent and timely user experience is critical, our call centre solution is built on the principles of uniform call distribution and adapts intelligently to changing call influx. Supervisors can monitor the call traffic in real time, and redistribute agents across multiple campaigns to accommodate the changes demanded by your business. Skill-based routing, queue management, call flow management with Interactive Voice Response and advanced call handling are just some of the capabilities that we offer as part of our comprehensive inbound solution.
- Optimal customer interaction management: The capability display FAQ and product information as the call is being handled empowers the agents to obtain, real-time information for quick information retrieval and highest quality service. Supervisors are able to view the agent displayed content and modify it in case the situation demands or there is an update on the product. This helps in serving more customers, while concurrently improving quality of service offered to them.
- Flexibility and scalability: Grow with customer demand and maximize return on investment. With in-depth analysis and reporting capability we are able determine and anticipate demand growth within the call centre as the demands from your customers increase. This allows you to derive maximum value per agent while delivering maximum return to your customers. Some of the tools include call on hold drop rate, call queue waiting rate, calls handled per agent and on call duration per agent.
- Customer Relation Management and Trouble Tickets: The goal is to streamline all communication about a query/complaint into a highly organized workflow towards resolution of the customer issue. Consistent use of a ticket system is considered a hallmark of great customer support/call center support. We have a platform not only to receive and manage incidents, but one that also assigns the same to respective departments or individuals who must ensure they act within set SLAs, which if not met, are escalated to relevant persons. Once the issue is resolved it should be reported and recorded to help improve on the product or service delivery. A central tracking across all parties ensures your business truly is a smooth operator.
Fusion contact center tools to deliver value
The Fusion call center system has in-built tools that greatly assist in achieving an excellent customer centric support environment. Some of these are: