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| At Fusion, we believe that the success factors for a contact center is to provide the customer care representatives with the most user-friendly, efficient and best tools possible in order to offer the first call resolution to our customer. |
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| As a specialized customer contact center, Fusion BPO is exposed to handling diverse clients and client systems as well. Whatever may be the case, Fusion's customer care services are responsive and flexible in employing best procedures and practices to offer improvements in technology with fruitful results. |
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| Today, Fusion is a leading provider of business process outsourcing services catering to the diverse needs of clients based worldwide. We put in our management expertise to provide you the best business processing outsourcing services, which are specially designed to reduce the costs and meet the time lines and quality standards of the clients. |
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| Using state-of-the-art technologies, Fusion BPO delivers custom solutions that meet the diverse requirements of each and every client while exceeding their expectations. Our suite of integrated contact center services combined with our converged network helps position Fusion BPO as a leader in the industry. |
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| Leveraging technologies from industry leading vendors such as Aspect, Cisco and Stratasoft, Fusion BPO has built a robust global infrastructure that maximizes agent productivity and minimizes downtime. Our latest technological advancement consists of Aspect's Unified IP solution deployed over a sophisticated MPLS network. This advancement simplifies application logic and expands agent distribution across multiple geographical locations. In this model, agents gain flawless access to the resources required to better serve the customers. Hence, contact center management and reporting are simplified and increased flexibility is provided to our clients. Additionally, the solution features high-availability applications, redundant servers, redundant network connections and real-time performance monitoring. |
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| As we continue to progress on our infrastructure with latest industry trends we recognize the strengths in maintaining all of our technologies up to the highest standards and we continue to take advantage of these technologies to provide the best solutions for our clients. |
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| Technology Highlights: |
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| Aspect Unified IP Solutions |
| Stratasoft call center Solutions |
| Advanced MPLS Network |
| Cisco Switches and Routers |
| Automated Call Distribution (ACD) using skills and queue based routing |
| Outbound call center solutions including predictive dialing |
| Interactive Voice Response ( IVR) for self-service or automated messaging |
| Call Recording and Quality Monitoring |
| Virtual Management and Reporting |
| Email AND Web Chat Solutions |
| Comprehensive Physical Security and Data Security |
| Redundant telecom circuits |
| UPS and Generator power backup |
