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Fusion, which has a history of providing inno-
vative cloud solutions to businesses of all sizes,
is taking aim at a large, growing segment with
significant pent-up demand: contact centers for
mid-sized businesses.
The high-priced, premises-based solutions
that were the norm for decades have tradition-
ally reserved the most sophisticated, feature-
rich solutions for the very largest enterprises.
But the cloud enables the delivery of
enterprise-level solutions to the mid-
market, giving agents, VARs and
other sales partners a raft of
fresh opportunity.
In fact, global cloud ser-
vice revenues are forecasted
to reach $106 billion in 2016,
increasing 21 percent over
projected 2015 spending
levels, according to Goldman
Sachs.
“The cloud is not just
changing the contact center
industry but is instead completely
transforming it,” said Fusion CEO
Matt Rosen. “We saw the opportunity
within our advanced, high-availability service
platform to enable the integration of cloud
communications, connectivity and analytics for
an end-to-end contact center approach that sales
partners can use to give mid-sized businesses
the ability to provide customer service that
equals or in many cases surpasses their
larger rivals.”
This competitive boost can be critical especial-
ly in industries where large market players domi-
nate the landscape. Fusion’s Contact360 platform
includes the integration of features such as out-
bound as well as inbound campaign capabilities;
softphone and mobility options; screen pops;
simultaneous screen transfer; business analytics
and customized reporting; and CRM integration.
Taken together, these give medium-sized com-
panies significant productivity and collaboration
improvements, which in turn allows them to better
serve customers.
That means putting an end to the common
frustrations that cause customers to move away,
such as long hold times and the multiple calls to
resolution often caused by disjointed interactions
and re-directs.
To address the former, customers are offered op-
tions for callback, scheduled or ASAP, reducing aver-
age speed of answer and abandon rates. To address
the second common frustration, Cloud360 in-
tegrates resources and information to
eliminate swivel chair responses,
and instead allows for data-
driven, schedule-based,
statistics-based, priority-
based, multimedia-based,
skills-based routing. In
other words, calls are di-
rected to the right agent
at the right time for
faster issue resolution.
There’s another sell-
ing point too: moving
mission-critical commu-
nications to the cloud also
reduces the cost, footprint and
significant administrative and IT
staffing required to maintain support-
ing systems, communications, network and data
infrastructure. Ultimately, cloud contact center solu-
tions reduce customers’ cost of ownership and de-
liver new levels of security, flexibility, scalability and
speed of deployment. Moving the contact center to
the cloud also means that businesses can scale
resources on demand, allowing them to master
peak periods, both planned and unplanned.
“This means that businesses can re-orient
their resources to support their primary business,”
Rosen noted.
Fusion’s cloud-based, single source solution
also is unique in that it integrates advanced, en-
terprise contact center features with hosted voice,
unified communications-as-a-service (UCaaS), col-
laboration, mobility and the connectivity required
to access the services. It also includes managed
network services and live, 24x7x365 monitoring,
maintenance and support.
ROFILE
an ged
Services
IP
Telephony
IP
T lephony
Making Contact
By
Tara
Seals
Fusion looks to cloud to transform the contact center market
anaged
rvices
Integrated
features and
functionality
In-bound access
and network
solutions built-in
Fully scalable
Powerful
reporting and
business
analytics
Full database
and CRM
integration
Flexible cloud
migration
options
72
Channel
Vision
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May - June 2016