Run Your Contact Center With Intelligence
Advanced analytics, real-time dashboards, and AI workflows give you the clarity and control to optimize every interaction.
Intelligence that powers every decision.
I want an all-in-one platform.
FusionX Intelligence Suite unifies dashboards, agent management, and analytics in one system to eliminate context-switching headaches.
I demand enterprise-scale technology built for me.
Handle 50 agents or 500 without breaking a sweat. FusionX delivers the reliability and performance.
Real time data is essential.
AI-powered workflows guide your team toward better decisions in real-time. Custom dashboards surface the metrics that matter most.
Modular intelligence suite, uniquely yours.
Custom Dashboards
Modular widgets designed to match your workflow and surface the insights you need.
Yes—our team works with you to design a fully personalized dashboard that matches your specific workflows and priorities. We handle the technical setup, so your supervisors and agents get an interface built exactly for how they work, not a one-size-fits-all solution.
You can choose from a wide range of widgets including real-time agent metrics, queue status, KPI gauges, call analytics, performance graphs, and custom reports. Each widget can be positioned and sized to match your preferences, and you can easily add or remove widgets as your needs evolve.
Dashboard changes can be made instantly—supervisors and agents can customize their own views in real-time without waiting for IT involvement. This flexibility means your dashboard evolves with your business, whether you're responding to seasonal demands or reorganizing your contact center structure.
Absolutely. Supervisors, agents, and managers can each have personalized dashboards tailored to their specific roles and responsibilities. Agents might focus on queue status and customer info, while supervisors track team performance and KPIs—all from the same modular system.
KPI Monitor
Define your key metrics and track performance in real-time with customizable alerts.
You work with our team to identify the metrics that matter most to your business—whether it's service level, average handle time, customer satisfaction, agent productivity, or custom metrics specific to your operation. Once defined, the KPI Monitor displays them in real-time with visual indicators so you can see performance at a glance.
Yes—you define target thresholds for each KPI, and the system automatically alerts supervisors when performance dips below (or rises above) your targets. This proactive monitoring lets you respond immediately to issues before they escalate, rather than discovering problems after the fact in reports.
Real-time KPI visibility reveals trends and patterns instantly—you can see which times of day are busiest, which teams are outperforming targets, and where bottlenecks are developing. This data-driven visibility empowers supervisors to make quick staffing adjustments, coaching interventions, or workflow changes that directly improve performance.
Absolutely. You can monitor KPIs across your entire organization or drill down to specific teams, queues, or individuals. This hierarchical view helps leadership understand overall performance while giving team managers granular insight into their specific operations.
Agent Reporting
Generate customized reports, download raw data, and create graphs and PDFs instantly.
You can report on any agent metric—including calls handled, average handle time, customer satisfaction scores, adherence to schedule, quality scores, and custom performance indicators. Reports can be filtered by date range, individual agent, team, or queue, giving you flexibility to analyze performance from any angle.
Supervisors, managers, and executives can each generate reports tailored to their needs. A supervisor might focus on daily productivity trends, while leadership might want weekly or monthly comparisons across teams. You can set up automated recurring reports that email to stakeholders on a schedule.
Reports can be downloaded as raw data (CSV/Excel), formatted PDFs, or visual graphs and charts. The built-in tools let you create professional presentations and dashboards without leaving the system—making it easy to share insights with leadership or use data for coaching conversations.
Yes—by analyzing agent statistics, you can spot performance gaps, identify top performers to mentor struggling agents, and track improvement over time. Reports reveal patterns like first-call resolution rates, customer satisfaction by agent, or adherence trends—all critical for targeted coaching and development.
Phone Hardware
Enterprise-grade Poly phones (E350 or E550) with AI noise blocking, touchscreen displays, and wireless connectivity.
The E350 features a 3.5" color display and is ideal for agents handling standard call volume. The E550 has a larger 5" display, supports up to 48 programmable line keys, and is expandable with Edge E Expansion Modules—making it better for supervisors or complex call scenarios. Both include AI noise blocking and wireless connectivity.
Poly NoiseBlockAI eliminates background noise automatically, ensuring crystal-clear conversations even in busy environments. The Microban® antimicrobial coating helps keep phones clean and hygienic—especially important for contact centers where multiple agents may use the same devices or where health standards are critical.
Yes—both models support 802.11AC Wi-Fi and Bluetooth connectivity, giving agents flexibility to move around the contact center if needed. The phones also support traditional wired connections via USB, RJ9, and EHS (Electronic Hook Switch), so you can choose the connectivity method that works best for your operation.
No—both phones support POE (Power over Ethernet) and feature pass-through ports, meaning you don't need dedicated ethernet runs for each device. This simplifies installation, reduces cabling costs, and makes it easy to relocate phones as your contact center layout changes.
Suite Foundations
Requires Fusion's Diverse Dual Enterprise ISP service with dedicated voice VLAN and POE-powered phones with pass-through connectivity.
Fusion's Diverse Dual Enterprise ISP service provides redundancy, reliability, and security optimized specifically for contact center operations. It ensures voice traffic is prioritized and protected through dedicated voice VLANs, so your contact center maintains consistent performance even during network congestion. This enterprise-grade foundation is essential for the Intelligence Suite to deliver the reliability you need.
A dedicated voice VLAN (Virtual Local Area Network) separates voice traffic from data traffic, ensuring calls get priority and aren't slowed down by general network activity. This guarantees crystal-clear call quality, consistent latency, and reliable performance—critical for contact center operations where call quality directly impacts customer experience.
POE powers your Poly phones through the same ethernet cable that carries data, eliminating the need for separate power cables and dedicated electrical outlets for each device. The phones' pass-through ports let you daisy-chain devices, reducing cable clutter and making it simple to add, remove, or relocate phones without extensive rewiring.
Our team works with your IT and network infrastructure to ensure your Diverse Dual Enterprise ISP service is properly configured with the dedicated voice VLAN and POE setup. We handle the technical validation so your contact center is optimized for FusionX Intelligence Suite from day one.