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Fusion Connect Executive Interview
Mario DeRiggi, Chief Revenue Officer, Fusion Connect
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Sheri Greenhaus, Managing Partner,
CrmXchange met with Mario DeRiggi, Fusion Connect’s Chief Revenue Officer,
during Enterprise Connect 2023. Fusion Connect is a next-generation managed
communication service provider (MCSP) enabling mid-market and enterprise
customers to globally connect people and data. They deliver world-class
expertise and the best technology across communications, connectivity,
security, and more.
Mario: At Fusion
Connect, we understand the importance of exceptional service. In a recent study of 300 IT decision-makers,
we discovered that the vast majority not only value good service but are
willing to pay more for it and remain loyal to providers that deliver it.
Our approach goes
beyond basic customer service. We're dedicated to making our customers' lives
easier by supporting their business objectives and outcomes. As a managed
communications service provider that's focused on the Microsoft ecosystem,
we're proud to offer solutions that support companies already using Microsoft
365 and those moving to it.
Being a Microsoft
Cloud Solution Provider and certified Operator Connect partner, our
telecommunication services are fully integrated with Microsoft Teams, the
dominant collaboration platform in the market.
We also recognize
that contact centers need to be connected to Teams, which is why we continue to
build functionality that provides a deeper level of integration and
interoperability. We offer two contact center solutions: one for enterprises
that provides full omnichannel support, workforce management tools, and AI
solutions to automate some interactions, and a less feature-rich solution for
smaller organizations or those with more basic requirements.
Sheri: What about
for the mid-market?
Mario: We have
identified a significant need for a fully functional contact center application
in the mid-market, which we define as 100 to 1,500 employees and 40 to 100
contact center as a service (CCaaS) seats. Our mid-market offering, which will
launch soon, will be a fully omnichannel solution that includes SMS, messaging,
and customer relationship management (CRM) integration. We focus on integrating
with Teams or Webex, with a particular emphasis on Teams since it's the major
player in the market. We will be launching this mid-market offering in about 60
days at a price that will allow companies to take advantage of a complete
contact center solution. It is designed to bridge the efficiency gap present in
the mid-market and provide a much-needed solution to enhance operational
performance and customer satisfaction.
Sheri: That sounds
like a great solution. When you say "omnichannel," if I'm a customer
and I'm chatting or doing something on the web, and I need to make a phone
call, can my conversation be carried forward to the agent?
AI technology plays a pivotal role in facilitating conversations across
channels. Most of the solutions available today can recognize the incoming
communication, create a record of it, and instantly transfer that record to an
agent. This not only enhances the customer experience but also boosts
efficiency for the contact center.
AI technology is a
critical component of our solution. It can help agents save time on routine
tasks so they can provide better support on higher-complexity issues. It can
also identify potential issues before they escalate and recognize negative
sentiment, enabling companies to be proactive with their responses. By
automating routine tasks, AI can help agents focus on higher-level,
higher-revenue issues and improve overall efficiencies.
Sheri: How easy is
it to integrate your solution with other systems?
Mario: Our solution
comes with an open API, which makes integration with other systems a breeze. In
addition, we offer the ability to customize our solutions to meet the specific
needs of our customers.
industries do you typically sell to?
Mario: We sell to
many industries, but our solutions are particularly well-suited for retailers,
restaurants, and other service industries that have a high volume of customer
Sheri: Do you
primarily sell through VARs and direct sales?
Mario: We sell our
solutions through a variety of channels, including strategic partners and
Sheri: What makes
your solution stand out and why do companies choose you?
Mario: One of the
key factors that sets us apart is our close integration with Microsoft,
particularly with Teams, which is a popular internal communications tool for
many companies. By using Teams for external communication as well, they can
Sheri: Some people
believe that AI will replace human workers. What is your opinion on this?
Mario: While AI can
certainly automate many routine tasks and increase efficiency, it won't
completely replace human workers. Instead, it will make them more efficient and
allow them to focus on more complex issues.
Sheri: Is there
anything else that our readers should know?
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