CustomerZone360 NEWS

Free eNews Subscription

MSP Fusion Connect Introduces CCaaS Solution Aimed at the Midmarket

By Tracey E. Schelmetic July 19, 2023

Today, there are many companies that don’t have a formalized call center but still carry out most of the functions of such a call center. These might be smaller companies, for example (or those that don’t engage in any direct selling), but still field a moderate quantity of customer inquiries. For these companies, contact center-as-a-service solutions (CCaaS) have solved a variety of problems, including cost containment.

Managed service provider Fusion Connect, a Microsoft Cloud Solution Provider, recently launched its contact center-as-a-service solution CCaaS Professional, which is being aimed at mid-market and enterprise companies. CCaaS Professional was designed for businesses that need advanced functionality without the cost or the implementation effort of existing enterprise-class CCaaS platforms. CCaaS Professional leverages the power of cloud-native technology and integrates with Fusion Connect's Microsoft Teams Calling Services. These elements speed implementation, enhance company efficiency, and reduce the burden on IT resources, said the company.

The new offering provides advanced functionality that gives organizations the ability to tailor the service with custom dashboards, reporting, and third-party service integrations (like Microsoft Teams, for instance) in a simple administrative portal. Organizations get quick time-to-market so they can minimize business disruptions, optimize resources, and maximize ROI. They also benefit from an intuitive platform that's easy to use — for end users and administrators — and provides the capabilities they need without extra complicated and expensive features that are rarely used.

The service adapts to fluctuating contact center demands, ensuring organizations can meet business needs without compromising performance or customer experience. It also provides reliable redundancies to ensure uninterrupted service availability and seamless customer interactions even during disruptions or outages.

"Fusion Connect CCaaS Professional delivers a multitude of benefits that business leaders should prioritize," said Robert Arnold, Information and Communications Technology Industry Director at Frost & Sullivan. "This cloud-native platform excels in seamless integrations that enhance the value of existing and future investments in communication and business technologies. By reducing the burden of day-to-day tasks on administrators, CCaaS Professional empowers them to focus on optimizing and transforming their organization's customer service capabilities through modern customer contact functionalities and those third-party integrations."

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Customers Believe Companies Are Making Them Work Too Hard

By: Tracey E. Schelmetic    9/29/2023

According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…

Read More

Bandwidth, Google and Cognigy Shake Up Contact Center AI

By: Greg Tavarez    9/29/2023

Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…

Read More

AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI

By: Tracey E. Schelmetic    9/28/2023

A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…

Read More

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More