Fusion Connect

Success Story

Fusion Wins $250,000 Contact Center Agreement

Recently Acquired TFB's Contact Center Software Solves Communications Challenges of Major West Coast County Government

NEW YORK, N.Y., April 20, 2016 -- Fusion (NASDAQ: FSNN), a leading provider of cloud services, announced today that it won a $250,000 contract to provide an advanced contact center solution to support the social services division of a major West Coast county government. The contract was won in partnership with an international IT solutions provider and systems integrator. The partner, which has been collaborating with Fusion's recently acquired TFB on delivering leading edge contact center solutions for more than twenty years, cited TFB's open architecture, standards-based technology and extensive suite of customized and user-configurable features for its selection.

"The government agency had serious challenges managing the peaks and valleys of call volumes in its day to day operations, and needed a solution that would drive significant cost and productivity efficiencies while improving service for its clients. In response, we delivered automated as well as scheduled callback, giving clients choices on how they wish to be contacted, and greater control over their experience with the agency," said Russell P. Markman, Fusion's President of Business Services. "This is Fusion's first implementation following our recent acquisition of TFB, and we are pleased to deliver a solution that will improve communications for this agency which delivers critical services to the population in its area."

Fusion's contact center solution is fully redundant, with failover safeguards built in, allowing the agency to continue to provide call routing, queuing and distribution functionality to serve its clients even in the event of natural or other disaster. Call recording is an integral part of the solution as well, required to ensure successful outcomes, and to provide an audit trail in the event of incident. Of critical importance to the agency is the solution's user configurable interface for reporting and real-time monitoring, including dynamic filters, extensive permissions, and rules-based alarms, providing cradle to grave reporting across all contact center functions to provide an optimal client experience.