I want an all-in-one platform.
FusionX unifies dashboards, agent management and analytics in one system — no more context-switching headaches.
FusionX Intelligence SuiteRun your contact center with intelligence.
Advanced analytics, real-time dashboards and AI workflows give you the clarity and control to optimize every interaction — whether you run 50 agents or 500.
What you need
Intelligence that powers every decision.
I demand enterprise scale.
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, and custom dashboards surface the metrics that matter most.
Built-in AI
A second chance to make a first impression.
FusionX listens to, transcribes and scores each call in transit. If the score starts falling, a manager is alerted to break in immediately.
Call intensity detection
Alerts when a conversation is heating up, before it goes sideways.
Inline transcription
Natural-language speech-to-text on live calls, classified as they happen.
Supervisor break-in
Managers can join a call the moment its score drops.
Custom dashboards
Widgets built with you around your workflow — changed instantly, per role.
Callback functionality
Keep callers’ place in line without keeping them on hold.
Enterprise devices
Poly Edge E350 and E550 phones with NoiseBlockAI.
Go deeper
A modular intelligence suite, uniquely yours.
Custom dashboards
Modular widgets designed to match your workflow.
Can we customize dashboards without technical expertise?
Yes. Our team designs a fully personalized dashboard with you and handles the setup.
What widgets are available?
Real-time agent metrics, queue status, KPI gauges, call analytics, performance graphs and custom reports — positioned and sized however you like.
Will different teams have different dashboards?
Absolutely. Agents, supervisors and managers each get views tailored to their roles, from the same modular system.
KPI monitor
Define your key metrics and track them live, with alerts.
How do we choose which KPIs to track?
We work with you to identify what matters — service level, handle time, satisfaction, productivity or custom metrics.
Can we set threshold alerts?
Yes. Supervisors are alerted automatically when performance moves outside your targets.
Can we track multiple teams or sites?
Yes — organization-wide, or drilled down to a team, queue or individual.
Agent reporting
Custom reports, raw data, graphs and PDFs — instantly.
What can agent reports include?
Calls handled, handle time, satisfaction and quality scores, schedule adherence and custom indicators, filtered any way you need.
What export formats are supported?
Raw data (CSV/Excel), formatted PDFs, and visual graphs and charts — or automated recurring email reports.
Can reports surface coaching opportunities?
Yes. Spot performance gaps, identify mentors and track improvement over time.
Phone hardware
Enterprise-grade Poly Edge E350 or E550 phones with AI noise blocking.
What’s the difference between the E350 and E550?
The E350 has a 3.5" color display for standard call volume. The E550 has a 5" display, up to 48 programmable line keys and expansion modules — ideal for supervisors.
Can agents work wirelessly?
Yes. Both support 802.11ac Wi-Fi and Bluetooth, plus USB, RJ9 and EHS headset connections.
Do we need separate power?
No. Both are PoE-powered with pass-through ports, so there’s no need for dedicated runs.
Suite foundations
Runs on Fusion’s Diverse Dual Enterprise ISP service with a dedicated voice VLAN.
Why is Diverse Dual Enterprise ISP required?
It provides the redundancy and prioritization contact centers need, so voice traffic stays protected even during congestion.
What is a dedicated voice VLAN?
A separate virtual network for voice, so calls always get priority over general data traffic — consistent latency and clear audio.
Who handles implementation?
Our team works with your IT staff to configure the ISP service, voice VLAN and PoE so you’re optimized from day one.
Keep exploring
All voice More voice solutions
VoIP & Hosted Voice
VoIP & Hosted Voice
Enterprise-grade flexibility, built for your business and how you grow — with call clarity and custom analytics from a full-featured hosted voice platform.
Learn more Unified CommunicationsUCaaS
Proactive monitoring, seamless upgrades and personalized support mean your system stays ahead of problems.
Learn more Contact Center as a ServiceCCaaS
Intelligent routing, real-time visibility and continuous improvement mean your team always delivers its best — and you look good in the boardroom.
Learn moreTalk to an engineer
Ready to hand off your telecom headaches?
One call is all it takes. The engineers who built our network are the ones who pick up — and they’ll design a solution around how your business actually runs.