Customer service is no longer limited to phone calls. Modern contact centers pay equal attention to non-voice channels, and Fusion CX combines voice and non-voice services so your customers get a high-quality experience wherever they reach out.
Customers expect to contact brands at their preferred time, through their preferred channel and in their preferred language. Meeting that expectation takes a multichannel and omnichannel CX strategy that covers both voice and non-voice support.
With decades of experience serving clients across industries, we help you build a CX strategy that strengthens customer relationships and reduces attrition, with non-voice support in 28 languages.
Non-voice support needs skilled writers, smart routing, the right knowledge tools and consistent quality oversight across every channel.
Agents trained to write clear, friendly, on-brand replies across channels.
Triage, SLAs and escalation paths that keep every queue moving.
Chat, ticketing and knowledge platforms that speed up accurate answers.
AI-assisted QA and reporting on response times, resolution and CSAT.
Adding non-voice channels to a call-led strategy creates seamless omnichannel support that lifts satisfaction, loyalty and business results.
Round-the-clock engagement beyond traditional voice channels.
Round-the-clock engagement via email, chat, text and social media, alongside your voice channels.
Customer queries answered and issues resolved through one of our core non-voice offerings.
Real-time chat support known for high customer satisfaction and fast resolution.
24/7 social support that gives customers quick answers and prompt resolutions.
Text and messaging app support for updates, reminders and quick service requests.
Data processing, order handling and documentation that keep non-voice operations moving.
AI-driven tools help triage, suggest responses and monitor quality across written channels, while agents keep every reply personal.
Automated, real-time QA scoring that moves from sample audits to up to 100% coverage, with coaching insights.
Real-time accent translation for voice clarity: faster resolutions, fewer repeats and escalations.
GenAI voice agents for inbound and outbound calling, with built-in telephony, integrations and analytics.
Agent assessment, onboarding and upskilling, with performance tracking and productivity visibility.
What changes when a specialist team runs your digital customer channels.
Help on the customer’s schedule, without queues.
Fast, accurate written answers customers value.
Agents handle multiple chats and emails at once.
Non-voice channels integrated with voice support.
Support in 28 languages from global centers.
Round-the-clock digital engagement.
Flex capacity for peaks and new channels.
Stronger customer relationships and loyalty.
Share your channels, volumes and goals. We will come back with a scope, ramp plan and pricing.
Guides and perspectives for leaders running written support channels.
What businesses ask us before they outsource non-voice support.
Customers want brands to value their time and do not want to wait in long queues. Non-voice channels let them interact at their own convenience without waiting for an agent, which is why many brands add non-voice support to their customer interaction strategy.
High-quality experiences across all channels contribute to growth. Combining voice and non-voice services within an omnichannel strategy helps you serve more customers, more conveniently, from our 40+ locations worldwide.
If your strategy is built around phone support, adding our non-voice channels creates seamless omnichannel support designed to maximize customer satisfaction, loyalty and business success.
Email, live chat, SMS and messaging apps, and social media, plus back-office processing, delivered 24/7 in 28 languages.
Yes. We offer a combination of voice and non-voice services so customers can switch channels without losing context or quality.
