Call Center - Fusion Networks

The future of contact center software is here!

Introducing the worlds first all-in-one interconnect & fully compliant contact center software for industry leaders. Our fully mobilized contact center management software extends our already robust PBX to deliver metrics that will help refine your contact center’s agents and management. Delivering a higher standard of service to your customers and clients.

Our system utilizes the latest AI to transcribe and analyze the call stream inline. Rendering real time, alerts to management to intervene when needed. Giving your organization the piece of mind, you need to deliver the best in service to your customers.

Completely Customizable Dashboard

Our FusionX Collab Software and statistics engine is an add on to our already powerful Call Center Suite of tools. Giving contact center managers the ability to see in depth real time statistics.

Each dashboard is custom programmed to suite the particular call centers needs. Each metric is selected from the PBX database and compiled using our proprietary software and presented to the managers in a very unique way. Our engine runs out the statistics and crunches the numbers to enable things like scheduling, abandonment, pause times and reasons and much more...

Coupled with our FusionX Api you can integrate to just about any external service alike AWS Quicksight or Zoho CRM or andy other platform using a simple and well documented REST API.

Fusion Hosted Voice Platform

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.

Call Center Edition - Fusion Networks

Fully Integrated Artificial Intelligence

Our systems handle inline voice to text transcription, inline call analysis and takes all the guess work out of your mundane manual tasks in real time.

Utilizing this level of precision, organizations get far better situational awareness in the contact center and are able to give better and faster feedback to their agents. Which delivers far better agent performance and alleviates the guess work from agent reporting.

Our system works in the background, with 0 impact on the call center while its running. It is built for the heaviest of call volume and runs in multiple threads in parallel giving the system breathing room to out perform other systems.

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.

Agent-and-Supervisor-Application-Fusion Networks

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.

Contact-Center-PBX-Wallboard- Fusion Networks

Unlimited Call 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.

Multiple Path Call Routing

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.

Use-Your-Existing-IP-Phones-Fusion Networks

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.

Headset-Support-Fusion Networks

Busy Light Functionality

Fusion Networks Busy Light integration takes the guess work out of your call center. We can integrate directly a light with a wide range of colors to signify the availability and status of a particular agent. The system is fully integrated into our call center PBX and is easy to set up and manage.

Video Calls

Conversation face to face with your co-workers provides a much closer connection, better understanding and the ability to stress the importance of a certain issue.

Our videotelephony system, with it's simple to use UI, is packed with features. Including individual rooms, with conference and break outs, allowing for a robust user experience.

Faxing client (FoIP)

Send a document as a fax directly from its native application (using print/fax driver), or send faxes directly from gloCOM (PDF files only). Receive faxes and view them directly on your computer. Check Fax history of received files.

Call Switching

Fusion Networks allows a user to use all unified comms and standard comms features. Create and control dynamic conference calls on any SIP phone or SoftPhone. Convert two-way calls into a conference call, and add as many participants as you’d like (dynamic conferencing). Use drag & drop to easily add a third person to your phone call conversation. The added person receives a call and upon answering they will join the conference call. You can add as many users as needed.

Voice Mail

Fusion Networks allows you to easily manage your voicemail messages from a mobile phone.

Conferencing

Fusion Networks allows you to join existing static and dynamic conferences on the system, check conference participants and invite new users to the conference. Depending on assigned conference privileges, users can also mute and kick conference members.

Presence and Chat

Presence is now synced between all of users’ devices. Users can update their presence in the app’s Profile section by selecting their current status. Users can start one-to-one or group chats. Chat is fully synced between all users’ devices (Desktop & Mobile). Users can rename, add participants or start conference calls from existing group chats. Chat messages can be copied by long pressing on the message bubble.

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.

Make-Calls-Directly-Through-Your-CRM-Fusion Networks

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.

Online-Self-Care-Fusion Networks

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.

Comprehensive-Role-Based-Management-Fusion Networks

Get The Most Advanced Contact Center Software on The Market!

Introducing the worlds first all-in-one interconnect & fully compliant contact center software for industry leaders.

Our fully managed and fully customizable mobilized contact center management software extends our already robust PBX to deliver metrics that will help redefine your contact center’s agents and management as well as customer handling. This enables you to deliver a higher standard of service to your customers and clients.

Our Services:

Impeccable Performance

Today’s market is ever-changing. Giving your team the right tools from FusionX Collab will enhance the landscape of your operation with a fully customizable Contact Center Solution programmed and operated by Fusion Networks.

Fusion Hosted Voice Platform

We are here to deliver best in class Contact Center Systems PBX. Giving you the advanced features of Fusion Hosted Voice Platform and GloCom Soft phon. Delivering unprecedented performance and scalability for your contact center.

Fully Integrated Artificial Intelligence

Call intensity detection alerts and natural language processing for speech to text translation.

Inline Transcription and Classification

Having a call go sideways can always be an issue. But our new AI-based inline call feature, with call break-in, can give you a second chance to make a first impression. Our AI listens, transcribes, and reads each call in transit and determines its "call score." If the score starts falling, it will alert a manager to intervene immediately.

Secure Voice

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

API

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. As well as run granular statistics and generate detailed reporting on every aspect of your contact center.

Fusion Networks FusionX API – Our easily integrated single source solution

Asterisk CLI in Browser

Conveniently and securely access the Asterisk command line interface (CLI) straight from your browser. Enabling you to quickly execute commands and have even more control over your PBX system and its core functionality.

Fusion Networks Multi-Tenant PBX – Asterisk CLI in Browser

Activity log

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

Have questions about our contact center software FusionX Collab?

Do you offer single IP failover?

Fusion Networks will deliver a diverse carrier solution to combine the fastest speed Enterprise Fiber, Coax, and Wireless networks to engineer a true redundancy unmatched by any other provider. Fusion installs our own fiber, then contracts a 3rd party competitor outside our network to provide our customers a truly redundant network. Fusion infrastructure could fail completely and the customers internet access would remain up.

What can I expect from your NOC service?

Our customer service experience will leave you smiling after any questions may come up.

Log into Fusion Networks NOC Web Portal any time to check latency reporting and circuit usage.

24/7 Monitoring 365

What connectivity options do you offer?

*Metro Ethernet - Delivering Layer 2 - E-Line and E-Lan services, along with colocation via Amazon Web Service and Microsoft Azure hosting.
*DIA providing Single IP Failover.
*Direct BGP Peering
*SD-WAN Solutions

Can your E-LAN service provide redundancy?

Our Metro-Ethernet LAN (E-LAN) solution uses point-to-multipoint Ethernet virtual circuits over dedicated fiber to deliver service within a metro market. In addition we build in a diverse small business backup circuit for transparent failover in case the fiber goes down.

Contact Us Today!

Give us a call, visit our office or shoot us an email. We’re always here to discuss which services can benefit your business.

Corporate office address:

640 Belle Terre Rd
Building G
Port Jefferson, NY 11777

Call for help:

Call us at 844-330-6995

eMail us for information:

sales@fusionnetworks.net

The Most Advanced Contact Center Software
With Unmatched Performance and Reliability

The future of contact center software is here!

Revolutionary Statistics Processing