Leading applications fused together, helping your organisation excel: Fusion Telecom Ltd

In today’s ultra-competitive business world, consumers are more powerful than ever. Anyone who’s had a bad experience can do a great deal of damage by way of retaliation. All it takes is for a negative customer review or social media exchange to go viral, and the repercussions for brands can be severe.

Indeed, customer loyalty is the foundation of enduring success. If you can convert new customers into regular customers, you’ll be in a much stronger position. Too many businesses concentrate on pursuing potential customers and forget about the need to keep existing customers coming back, time and time again.

This is why it’s so important for companies to give due consideration to their customer engagement strategy, and to the overall customer experience. Effective customer engagement has to take a lot of different elements into account.

We introduce you to Fusion Telecom. You understand Contact Centres and Fusion Telecom understands Technology. Contact Centres partner with Fusion for a host of reasons, from improving customer experience to ensuring PCI compliance, from learning which marketing channels are working best to running their organisation more efficiently.

We got into conversation with the Managing Director; Adam Norsworthy who founded and developed Fusion Telecom

Q. What is your strategy for a stronger and efficient communication?

Fusion Telecom Ltd.’s strategy for stronger and more efficient communications is always based upon listening to our customer’s needs. This is critical in being able to open up a dialogue that is not only meaningful but can highlight areas that will elevate and advance our customers business. Without this two-way conversation it is impossible to develop our technology to best suit individual customers, but it is also important to consider the marketplace as a whole. Our passion is threaded through innovation which is born from an intrinsic understanding of what our customers need. It is something Fusion Telecom Ltd prides itself on, and as an organisation we are always happy to have conversations no matter the query or request in how any of our technologies can help.

Q. How do your cutting-edge solutions resolve a wide range of complex problems?

We listen; this means we understand the complexities of the wide range of problems that call centres and organisations have to deal with when communicating and taking payments from their customers which is how PayGuard^® (our ‘taking payment’ technology) has helped numerous businesses. We have a huge amount of experience to fall back on and this gives us a bedrock of understanding that lets us quickly implement cutting-edge technology and user experience journeys. Our technology is developed in house and from the ground up, so we are incredibly agile in our delivery, our technology also covers a wide range of needs and acts as an aggregator of services. Quite simply this means agents and customer service teams do not need to log into multiple solutions and internal IT have to cover less support. This not only makes day to day activities more efficient, but customer user experience is seamless, and compliance and security becomes a lot simpler.

Q. How does ‘TransForm’ help businesses save time?

TransForm helps business save time managing their inbound calls by lowering agent handling time, reducing queue times and increasing customer satisfaction. This is done through an artificially intelligent inbound call solution using leading edge machine learning capability that manages your call flow while improving your customer experience. We brought together leading tier 1 carriers, the best engineers, and wildly creative people to build the next generation IVR platform. This has helped contact centres with compliance, cost reduction, customer experience improvement, business continuity and much more. TransForm runs above an existing system whatever your infrastructure, so it’s easy to access the power and versatility of our multi carrier artificially intelligent platform anytime.

Q. In what way does PayGuard help in securing customer data/information?

PayGuard helps businesses take payments at the same time as keeping their customers data and sensitive information secure by handling this information away from an organisations own network and server. It has been developed by expert telecommunications and software engineers and makes processing card payments simple and secure for their customers and staff. When using PayGuard, a customer simply keys in their card information on their phone keypad whilst continuing to talk to the agent, card information is never shared with the agent or touches your network. The technology works with any telephone system and gives any organisation compliance to PCI DSS standard level 1. Its simple interface also allows for payment over various platforms such as social media, web chats or SMS and can be used with multiple payment gateways. Its flexibility also helps reduce agent handling time, requires minimal training and improves customer experience.

Q. Why and how is inSurvey helpful for businesses who want to know what their customers think?

inSurvey is a customer feedback solution for call centres that allows businesses to see, hear and understand the truth of the customer experience. inSurvey renders multi-channel feedback into actionable real time data, the kind of information that brings clarity to decision-making. Its unique formula developed by the inSurvey team, sifts out cherry picking bias and data manipulation, setting it apart from any other survey system available. It actively engages the agents in the process, making inSurvey the only customer feedback application able to bring you the truth. Meanwhile live wall-boards keep score of your agents’ performance giving you another powerful tool, proven to increase agent motivation.

Q. How do you bring a better customer experience?

Put simply we listen and action to our customers’ needs, making sure they are always the focus of a solution that works best for them. Our core values mean we remain agile to best provide the right outcome and we do this with a level of integrity that we believe all businesses should receive, regardless of size, we genuinely care about helping businesses thrive. We do all of this through a lens of innovation, constantly looking to embrace technology and deliver products that exceed expectations.

Q. How is Fusion Telecom an asset to the Telecom industry?

We understand the telecoms industry having been part of it for so long, we know our experience and drive to improve standards can be a positive asset to the industry. Our work with partners helps to improve their services and bring a focus on the need for compliance and security of customers’ information. We have seen just how devastating it can be when a business suffers data breaches and the high costs that are suffered, this is often a result of not knowing just how important and ultimately easy it can be when using our services.

Q. Do you have any expansion plans?

We have had very positive growth over the last few years even with the uncertainty that the Covid-19 pandemic has brought. Our goal is to continue delivering class leading technology and service to our existing and future customers. Our drive is to help as many organisations as possible to stay secure and compliant with an exceptional user experience. We fully expect to have further positive growths over the coming years.

Brief bio of Adam Norsworthy

The Managing Director Adam Norsworthy founded and developed Fusion Telecom and its existing products through a vision to help organisations take simple secure and compliant payments through PayGuard and better communicate, understand and increase productivity through Transform.

With a long history and deep understanding of the Telecoms industry Adam continually looks to develop Fusion Telecom Ltd services with an aim to help organisations be compliant and offer simple solutions that impact their business and drive growth. 

“Our award-winning technology solves a wide range of complex challenges.”