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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
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