Call Center

Call Center Edition

The Call Center Edition of Fusion Networks is designed to simplify and enhance call management at the busy call centers and contact centers of any size. Call Center PBX enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability. Together with the Business and Multi-Tenant Editions, Call Center PBX enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability. Give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring. Upgrade to Fusion Networks Call Center, and provide your customers with a consistent and quality experience.

Agent & Supervisor Application

Tie together all of your Call Center PBX communications in a simple interface via gloCOM Agent and Supervisor editions. CC Supervisor enables real-time monitoring of Agents and Queues, tracking agents’ performance and generating comprehensive statistics reports, while the CC Agent edition provides agents with the right tools to maximize productivity, reduces unnecessary interruptions and makes communication with customers more effective.

Dialer

Call Center Edition has a licensed Dialer feature. This feature allows lists of data to be loaded to a database, after which an application runs and dials these numbers based on the algorithm or settings entered by the Administrator. The Agent’s interface of the Dialer displays Agents with specified information regarding each call. Furthermore, this information is customizable through the Administrator login. Dialer is managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). A Campaign is in charge of dialing the Leads and connecting them to Agents or any other different Destinations. Same as in Queue, an Administrator has a lot of possibilities to choose how a Campaign will perform dialing and bridging.

Real-Time Agent Monitoring

Ensure that your call center workforce is effective, successful and consistently delivering outstanding customer service. Use the “Monitor” feature to listen in on an active call and identify problems quickly and while listening use “Whisper” to speak with the agent without the caller knowing, or “Call Barge” to speak with the agent and the caller.

 

Call Center PBX Wallboard

Fusion Networks Call Center Wallboards provide the information for all your agents in real time. Data is presented in a way that is easier to read and helps measure the call center performance. Wallboards keep Agents informed with all call center activities while allowing them to remain focused on their own tasks.

Unlimited Queues (ACD)

Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call center and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.

Easily set up call recording for all extensions and access them via a web browser. Improve security, customer satisfaction and raise the quality of your service by playing back and analyzing the call records. To make certain that callers have given their consent, you can set default or custom announcements to be played before recording begins.

 

Access daily or monthly call statistics with ease. Filter the statistics by the date, caller and callee number. Gain insight into the extensions statistics, such as who and when has made a call, the total and average call time, the number of answered and missed calls and more. Use the graphs to display your call statistics data in a meaningful and easy to understand manner.

Fusion Networks Software is available in Spanish and French. Now our loyal Spanish and French-speaking users will be able to access Fusion Networks in their native language.

 

Not every business is the same, and that is why we customize our software to the specific needs of each individual client. If your business needs a certain feature that is not available in the current version of your call center, Fusion Networks team of highly skilled developers will design and develop the feature in the timeliest manner possible upon your request.

Monitor Pages

A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections Calls, Agents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.

Queue Statistics and Reports

Real-time queue statistics gives you an in-depth insight into agent activity and queue traffic where you have the access to agent’s inbound and outbound calls, missed calls, occupancy, availability, queue inbound answered and unanswered calls, as well as total calls… You can display the reports visually by using a graph or export it as a PDF or CSV file.

Improve Service Quality

With the Fusion Networks Call Center edition, you can track call activities in real-time and generate relevant reports that will improve your business productivity. You can generate different types of reports, such as Daily, Monthly and Extension Reports. Each report can additionally be filtered by Datetime Range, Caller, Trunk, Duration and more.

IVR Statistics

IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of report: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. Each report can be filtered by Date Range, IVR, Called Number, Caller ID, and Destination

Use your existing IP Phones

Fusion Networks is compatible with most IP Phones on the market. Use the same extension on multiple devices. Save time for both your IT personnel and your users by using features such as Automated Provisioning, Busy Lamp Field (BLF), Hot Desking, and more.

Contact us for a full list of supported phones!

Headset Support

Fusion Networks Call Center works out of the box with over 100 headsets from the industry leading brands. Some headsets from manufacturers such as Jabra and Plantronics offer advanced functionalities – allowing you to answer, hold, mute, or hang up a call using the headset buttons. Setting up and using your headsets is easy. Your clients will be happy, and so will you. Please ask us which headsets are compatible today.

Make calls directly through your CRM

Incorporate all the features and capabilities of the Fusion Networks telephony system inside your CRM or Browser. Fusion Networks Business integrates with the most popular business apps, such as Salesforce, SugarCRM, MS Dynamics, Zoho, Zendesk, Bullhorn, Vtiger, Pipedrive, SuiteCRM, Hubspot and many more.

 

Online self-care

Cut down your support cost and create a better experience for your customers with Fusion Networks online self-care portal. Through the online self-care portal, users can access their personal dashboard and reports, check their voicemails, make changes to Enhanced Services such as Caller ID, Do Not Disturb, Call Forwarding, and more.

Comprehensive Role Based Management

System administrators are able to create groups and users permissions in order to delegate the administration of Fusion Networks. Users are grouped by: Administrator, Site Admin, Operator, Manager, and Other Custom Groups.

Fusion Networks Call Center edition greatly increases security by encrypting your calls using TLS (Transport Layer Security) and SRTP (Secure Real-time Transport Protocol) protocols. And to add another layer of security, Fusion Networks now supports Let’s Encrypt SSL certificates.

Fusion Networks Multi-Tenant PBX – Activity Log, track changes, boost security

You can now track date, time and activity of each user to improve time management and increase productivity. Knowing who accessed various files and made changes on the server can increase security and give you a greater insight into how your business operates.

Fusion Networks Multi-Tenant PBX – HTTP API for Extensions, Trunks, DIDs, Ring Groups, IVRs

 

Conveniently and securely access the Asterisk command line interface (CLI) straight from your browser.

Connect your applications to Fusion Networks with our software’s simple, powerful, and secure application programming interface (API). You can access Extensions, Trunks, DIDs, Ring Groups, IVRs, and more via HTTP protocol.

Fusion Networks Multi-Tenant PBX – Asterisk CLI in Browser

 

Contact Fusion Networks today for more information!