Fusion Connect has launched an AI-powered Contact Center as a Service (CCaaS) platform with flat-fee pricing, replacing complex token-based consumption calculations with more predictable costs for customers and channel partners.
Fusion Connect replaces consumption-based AI pricing
This new structure is designed to eliminate unpredictable costs in enterprise AI adoption.
Fusion Connect is offering predictable monthly pricing for its AI capabilities, rather than requiring customers to estimate token consumption.
Customers will know their costs before deployment to simplify budgeting, evaluate return on investment, and expand AI enterprise-wide.
The new flat-fee structure provides transparency that is easy for customers to understand.
Core AI capabilities will be offered on a straightforward monthly per-seat basis, while high-volume automation services are available through simple monthly packages based on anticipated call volumes.
AI features span agent assistance and automation
According to Fusion Connect, pricing AI remains a significant industry challenge as AI solutions are priced according to usage with complicated token consumption rate cards.
“Organizations shouldn’t need a data scientist or financial model just to understand what their AI investment will cost,” said John Nee, chief marketing officer at Fusion Connect. “Our goal is simple: remove the complexity from AI purchasing so customers can focus on improving customer experience – not deciphering pricing models or worrying about unexpected cost overruns.”
The AI-powered CCaaS platform features intelligent capabilities that include:
- Agent AI assistance: Real-time guidance for customer service representatives by surfacing relevant information, suggested responses, and knowledge in real time while conversations are taking place to enable agents to resolve customer issues more quickly and accurately.
- Navigator AI: Customer’s natural language is utilized to understand a caller’s intent, autonomously resolve requests, and route customers to an appropriate representative to reduce transfers, shorten wait times, and replace traditional “Press 1, Press 2” endless interactive voice response menus.
- Autopilot agentic AI: Automates routine customer interactions without requiring a live agent. It allows organizations to provide quick responses for common inquiries while enabling human representatives to focus on higher-value customer engagements.
- CX AI analytics: Automatically analyzes customer conversations to identify trends, service opportunities, coaching insights, quality issues, and operational performance without requiring supervisors to manually review thousands of recorded calls.
Contact centers emerge as a core enterprise AI use case
According to Fusion Connect, contact centers represent a compelling application for AI within enterprise communications.
The thousands of customer interactions involving billing inquiries, technical support, account management, scheduling, returns, and other repetitive conversations are where AI can excel, the organization says.
“Organizations want to understand the business value AI delivers – not spend time estimating token consumption or worrying about unexpected invoices,” said Frederic Dickey, Senior Vice President of Product Management, Fusion Connect. “Our pricing model removes that uncertainty and gives customers a clear path toward broader AI adoption.”
Flat-fee model aims to simplify partner quoting
Fusion Connect says that the pricing benefits will be felt by both end customers and its nationwide network of technology advisors and channel partners.
Partners will be able to quote solutions quickly as complex AI consumption calculations are replaced with transparent monthly pricing. Customers can also approve projects with confidence, and sellers can focus conversations on business outcomes over pricing mechanics.