Call Center Edition
Agent & Supervisor Application
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
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.
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
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!
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.
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.
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