Over the years our experience with various client groups has allowed us to develop very high levels of expertise and competency in specific applications, situations, and vertical markets. These competencies allow us to deploy comprehensive, turnkey solutions for selected applications. Those in which our greatest experience and competency exists include the following:

• ISP Technical Support and Customer Service
  For over a decade, we have provided technical support and customer service on every Internet access technology available, for ISPs, CLECs, ILECs, hotels, and MDU organizations. Over these years we have distilled hundreds of thousands of trouble tickets into a robust knowledgebase that is customizable to the nuances of the specific technology deployed, desired support philosophy, or support channel/format.

• Hotel/Motel/MDU Internet Access Support
  In addition to their company-owned chains, hotel/motel organizations are today mandating that franchisee locations provision Internet access for their guests. Fused Solutions enjoys extensive experience in providing Internet access customer care for individual locations, or complete chains. Additionally, we have experience supporting MDU installations, such as FTTH projects deploying DSL and cable modem access.

• Co-Sourced Customer Care
  In some instances, our clients prefer to outsource only a portion of their customer care activity. Such allocations can be based on a variety of factors, such as time of day, day of week, end-user type, issue type, issue level, product line, service type, and others. To enhance the overall support process, these clients will typically utilize Fused Solutions' proprietary CRM platform (KnowPlex^®) in their internal customer care operation. Several benefits of this approach include increased agent productivity, consistent support quality, and operational redundancy. To download a white paper on this subject, click here. Please note, documents require Adobe Acrobat, click here to download Acrobat.
  
  

  Co-Sourcing Infosheet Download

• CCIAB/CCOD Service Provisioning
  Contact Center In-a-Box (CCIAB) is a turnkey solution for customer care operations desiring state-of-the-art IVR, ACD, CRM, and WFM functionality. Contact Center On-Demand (CCOD) refers to the provisioning of CCIAB functionality on a networked basis, thus eliminating 'on premise' systems. To provision such solutions, we have integrated both our proprietary CRM platform (KnowPlex^®) and workforce management platform (EmPlex^®), with IVR/ACD platform partners. Both CCIAB and CCOD offer substantial savings in time, effort, and money in implementing new customer care facilities, or upgrading existing operations.
  
  

  Contact Center In-a-Box Infosheet Download