• Industry Spotlight: Fusion Contact Centre – Ultimate Unified Desktop

    960 640 Stuart O'Brien

    Fusion’s agent-inspired unified desktop blends inbound & outbound contact over any channel, and finally at an affordable price.

    Introducing Fusion “Contact Centre” 

    Fusion Contact Centre is built by agents for agents, which is why it is so easy to use allowing your agents to provide an outstanding customer experience to your clients.

    Fusion Contact Centre unifies all communication channels, such as voice, e-mail, sms, social media and webchat, along with CRM and other databases into a single user interface for your agents.

    The Customer Perspective

    Let’s face it, when a customer wants to get in touch with your business, they don’t think about what “channel” of contact they’re going to use. 

    As 85% of the UK population either own, or have access to, a smart phone todays customer has the freedom to select whichever method of contact is convenient for them. “Switching channels” for the consumer from a call to SMS to email to live chat is a breeze. 

    The smartphone has brought multiple channels of communication together into a single device, and UK contact centres are struggling to catch up. 

    On top of this, a recent study conducted by Microsoft found that 37% of UK residents ranked “having to repeat or provide information multiple times”as the most frustrating aspect of a poor customer experience. 

    The Contact Centre Perspective

    As businesses we like to keep things separate, because it makes logical sense doesn’t it? We need to report upon KPI’s, monitor contact levels and forecast for scheduling.

    Also, contact centres have been bolting on software to help communicate over multiple channels, without doing so with a view to the entire customer journey. 

    And beyond different communication channels, did you know that in a typical contact centre 15% of an agents time is spent looking for information across disparate systems?

    The need to toggle between multiple programs puts the agent at a disadvantage when trying to answer customer queries in a timely and efficient manner.

    Fusion Contact Centre – Unified Agent Desktop

    Fusion Contact Centre is built by agents for agents, which is why it is so easy to use allowing your agents to provide an outstanding customer experience to your clients.

    Fusion Contact Centre unifies all communication channels, such as voice, e-mail, sms, social media and webchat, along with CRM and other databases into a single user interface for your agents.

    Our Unified Agent Desktop (UAD) turns multi-channel interactions into seamless conversations, and your agents are presented with a full history of contact as well as access to other internal company data from the same UI, speeding up AHT, reducing error and improving your customers experience … all from a system designed by agents for agents. 

    Phone: 03333 660 560

    Email: hello@fusion-telecom.co.uk

    Web: www.fusion-telecom.co.uk

    AUTHOR

    Stuart O'Brien

    All stories by: Stuart O'Brien

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