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maintain supporting systems, commu-
nications, network and data infrastruc-
ture. Ultimately, cloud contact center
solutions reduce customers’ cost of
ownership and deliver new levels of se-
curity, flexibility, scalability and speed
of deployment. Moving the contact
center to the cloud also means that
businesses can scale resources on de-
mand, allowing them to master peak
periods, both planned and unplanned.
“This means that businesses can
re-orient their resources to support
their primary business,” Rosen noted.
Fusion’s cloud-based, single
source solution also is unique in that
it integrates advanced, enterprise
contact center features with hosted
voice, unified communications-as-
a-service (UCaaS), collaboration,
mobility and the connectivity re-
quired to access the services. It also
includes managed network services
and live, 24x7x365 monitoring,
maintenance and support.
“We have a robust, secure and
diverse national network that deliv-
ers access to fully integrated cloud
communications and our contact
center solutions, which minimizes
the headaches for both our sales
partners and their customers,” Rosen
said. “Access, data and fully man-
aged network services can be built
in: DIDs, toll free and circuit solu-
tions including Internet access and
MPLS to connect multiple locations.
We offer one contact, one contract,
one invoice – and that’s an immense
value for partners looking to retain
and then grow loyal, lifetime custom-
ers. That’s the special value that Fu-
sion brings to the table.”
Fusion’s solution also helps
contact centers of all sizes record,
measure and improve performance–
another big competitive differentia-
tor for companies. Smart analytics,
when applied the right way, trans-
lates into better customer segmen-
tation, and the ability to evaluate
customer satisfaction and process
effectiveness. In turn, that data can
be used to improve first call resolu-
tions, ensure service levels and drive
better campaign results.
Fusion facilitates this with busi-
ness analytics and advanced real-time
and historical reporting that can be
customized to meet customer’s spe-
cific requirements, including cradle-
to-grave call analysis. This includes
support for integration to other sys-
tems, including CRM, ERP, Workflow,
customer profiles, call recording and
so on, providing access to metrics on
key performance indicators. And, the
analytics engine supports the inte-
gration of telephony, messaging and
customer information data sources to
enable better outcome strategies.
Further, in a boon for channel
partners and midsized businesses
alike, Fusion provides a flexible
migration strategy to the cloud, ac-
commodating existing investments,
adoption readiness and appetite for
change. It also offers a hybrid solution
that can accommodate existing PBX
– Fusion is fully certified with virtually
every premises-based provider.
Channel partners are increas-
ingly recognizing that cloud solution
adoption is a question of when, not
if, thanks to the cost-saving and
productivity-enhancing benefits that
migration provides.
“With service enhancements and
business continuity built-in, eliminat-
ing costly end-of-life concerns and
providing insurance against natural
or man-made disasters, tapping
into the cloud means that partners
can confidently count on Fusion to
deliver a full complement of ser-
vices through our powerful partner
and customer portals, exceptional
24x7x365 support delivered by
highly trained and experienced tech-
nology professionals, and consistent
revenue streams from loyal, satisfied
customers,” Rosen noted.
Going forward, Fusion plans on
increasing investment in sales and
marketing to accelerate its own
growth and that of its sales partners.
To that end, the company recently
hired John Hendler as senior vice
president of sales. Working with Sta-
cy Conrad, the company’s vice presi-
dent of channel sales, Fusion plans
to continue to extend its geographi-
cal coverage with channel sales man-
agers and directors deployed in key
markets. The company is also rolling
out a series of increasing incentives
and rewards with spiffs and promo-
tions, culminating in recognition in
Fusion’s “Power Circle.”
Fusion also offers support and
participation in joint events and
joint marketing activities, a series
of webinars on topics of interest in
cloud thought leadership, as well as
training on new initiatives, products
and promotions.
In addition, Rosen said that Fu-
sion will continue its steady growth
through acquisition: “With six suc-
cessful acquisitions in three years,
Fusion is making sure our partners
will continuously have new products
to sell and new markets to ex-
plore,” Rosen said.
In addition to taking the contact
center to the cloud, the company is
also using its platform to offer virtu-
al datacenter solutions that reduce
IT resource requirements in space
and staffing. That in turn facilitates
the integration of a full range of
cloud-based services and applica-
tions managed in the Fusion cloud,
including storage, and back-up and
recovery integrated with cloud-
based voice, UC and connectivity
for a disaster recovery as a service
(DRaaS) solution.
“Fusion relies on our extraordi-
nary network of partners to help
fuel our growth as the industry’s
leading single-source cloud services
provider,” Rosen said. “That’s why we
are fully committed to advancing our
sales partners’ success with a com-
prehensive and integrated portfolio
of solutions that will help them, and
our mutual customers, benefit from
the many advantages of the cloud. To
achieve that goal, we are committed
to providing the sales and technical
support, industry, product training
and ongoing development that will
help them find new ways to sell,
make money and grow.”
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