CCaaS Professional: Fusion Connect's New Tool for Midmarket, Enterprise

Fusion Connect has launched CCaaS Professional, a new contact center as a service tool for midmarket and enterprise companies. The Microsoft Cloud Solution Provider said the offering is for businesses that want higher functionality but without the cost or the implementation effort of existing enterprise-class CCaaS platforms.

CCaaS Professional uses cloud-native technology and integrates with Fusion Connect’s Microsoft Teams Calling Services to speed implementation, enhance company efficiency and reduce the burden on IT resources.

Fusion Connect’s Jeff Blackey

Jeff Blackey, SVP of product at Fusion Connect, said contact center administrators have been forced to manage cumbersome and overpriced platforms.

“CCaaS Professional is the cure for those frustrating ailments,” Blackey said. “This right-sized but scalable solution fills a void in the CCaaS market by delivering rich features and flexibility at a reasonable cost. With the added benefit of Microsoft Teams integrations, CCaaS Professional becomes even more valuable for companies leveraging the Microsoft 365 ecosystem.”

CCaaS Professional gives organizations the ability to tailor the service with custom dashboards, reporting and third-party service integrations, like Microsoft Teams, in a simple administrative portal, officials said. Additionally, 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 costly features that are rarely used.

Finally, the tool adapts to fluctuating contact center demands, ensuring organizations can meet business needs without compromising performance or customer experience, the company said. This includes providing reliable redundancies to ensure uninterrupted service availability and seamless customer interactions even during disruptions or outages.

CCaaS Professional Offers ‘Exceptional Customer Experiences’

CCaaS Professional gives contact center agents an intuitive, user-friendly interface and automation capabilities that enhance productivity and enable them to deliver exceptional customer experiences, the company said. With CCaaS Professional, organizations can elevate customer engagement, simplify operations and achieve scalability.

Frost & Sullivan’s Robert Arnold

Robert Arnold, information and communications technology industry director at Frost & Sullivan, said the solution delivers several benefits that business leaders should prioritize.

“This cloud-native platform excels in seamless integrations that enhance the value of existing and future investments in communication and business technologies,” Arnold said. “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.”