Fusion-CMG banks upon its robust technology to serve its clients across the globe. In fact, most of its programs are served from more than one countries, effectively utilizing the cost-efficiency and benefits of its onshore and offshore facilities. Here a single, unified aspect switching platform is used to interconnect each other at our different centers across the world.

At Fusion-CMG, every program is handled in a unique way, taking advantage of the intelligent ACD, predictive outbound dialing and IVR deployment. Besides, every account, irrespective of its size, is backed up by a completely separate disaster recovery switching platform.

Data Security

Fusion-CMG has advanced physical and logical data protection and privacy compliance measure for both domestic as well as offshore operations. Following measures are taken at Fusion-CMG:

• Yearly and random third party audits
• Physical access restricted electronically
• Closed circuit television cameras
• Blocking of output devices for offshore sites
• Facilities manned 24x7x365
• Encryption for links connecting to the Fusion-CMG network
• Firewalls located on all networks
• Intrusion detection systems
• Data backups
• Fingerprint access
• Restricted application access for call center personnel

Reporting Functionality

In Fusion-CMG, besides real-time reports, StrataDial is used to export data. StrataDial is also fully compatible with several reporting and database management programs including SQL. In addition, all calling data can also be exported into common formats for further requirements.

Adaptability and Scalability

Adaptability and scalability rule at Fusion-CMG. It has got the capacity to expand the number of workstations to meet clients’ requirements. Moreover, as the organization uses Windows-based system, it becomes quite easy to adapt to the new developments in the IT industry. StrataDial also plays a major role here in providing more demanding teleservices like online digital recording of calls, live connection with a third party etc.

Ease of Use

Fusion-CMG gives special focus on the overall flexibility of its systems – licensed as well as those which have been developed in-house. It helps our partners in several ways. For example, the rapid learning curve for teleagents leads to lower training costs, while the straight forward and sophisticated tools for supervisors may help in efficient inbound and outbound call-management. Fusion-CMG also ensures thorough usability for the staff at all levels across the organization.

Digital Recording

All calls at Fusion-CMG are recorded digitally. While all sales recordings are kept permanently, all non-sales recordings are kept for 48 hours before those are finally deleted. Clients can ask for any recording, which are presented to them within 24 hours of request.