Online Gaming / Social Networking

Fusion Contact Centers maintains a deep and rich experience in the Online Gaming space. We provide the front and back office support for Online Gaming companies that allow their users to get the most out of their gaming experience. Once a game is introduced and your gamers have signed on, now the critical part takes place….retaining and growing your user base, growing your Net Promoter Score (NPS) meaning your customers want to talk non-stop about your product and service…and let us not forget what keeps the lights on… driving revenue either through subscription or incrementally.

User interaction and communication are vital to the success of any on-line game or MMO. Building your online community is an important part of your strategy, unfortunately not everyone is there to play the game and add to the experience, people whose interactions put your community at risk and jeopardize retention and growth.

Fusion specializes in protecting your game from:

Spammers/Bots/Phishing - Once they get into your game, your users will ether leave or disregard user to user communication.

Scammers - Helping to eliminate improper charges from credit cards, and keeping your game free of these troublemakers helps to ensure a happy community.

Griefers - Fusion helps to prevent these bullies from pushing out other users from your games. And let’s be real, if they go, they bring their friends along with their revenue.

Brand Haters - You want to protect your brand loyalty and expect the best experience possible for your user base, unfortunately there are those who use profanity, and share inappropriate material that needs to be intercepted in real time or in short order. Fusion helps block these haters from ruining the experience for your core user base.

Cheaters - Fusion helps to mitigate those who attempt to Gold Farm and Power Leveling which can block areas of the game for other users and decrease the challenge which can adversely affect your economy.

Fusion puts you in control of your community by providing highly trained and experienced Game Content Managers, Moderators, Players and Social Networking Experts to manage threats on a minute by minute basis, available to your users in a real time basis to help your business stay ahead of and on top of fixes and provide technical support and solutions. Having your game development team working constantly on fixes or solutions isn’t your core business, it’s not the best use of their time or your money and because its reactive, incidents will continue to reoccur.

At Fusion Contact Centers, we help you manage your community and manage the fires proactively before they make an adverse impact on your game, your community and valued gamers. Fusion Contact Centers’ Content Managers are an extension of your business and help keep your game operating safely and efficiently. Our team of Subject Matter Experts works with your core team leaders on an as needed basis to provide real time technical support & customer care through voice, click to chat and web…not to mention timely and accurate responses to all those e-mails. Fusion helps your business spot trouble areas by providing critical data and reporting analytics that allow you stay on top of your paid and unpaid user base habits and use behaviors.

Benefits of using Fusion

Fusion helps profile, protect, serve and manage your gaming community.

Fusion monitors over 35,000 messages a day helping your business maintain a safe language and content community helping to retain and organically grow your community and opportunities to generate subscription and incremental revenue.

We utilize our proprietary applications to leverage and integrate your CRM solution, providing a seamless interface into your current reporting and analytical environment.

Fusion helps you manage non-revenue producing activities for your valued developers so they can focus on what they do best…develop games and applications.

Fusion provides you with a benchmarking partner outside of your internal support teams to allow an additional clear picture of trends, trouble spots, user behaviors and experiences. Our Content managers interface with your team on a real time basis, in fact our clients would attest, Fusion is truly an extension of their business, and a valued partner.

Fusion Contact Centers acts as a profit center, helping to improve your business process and reduce costs by effectively complimenting your internal KPI’s and helping to improve SLA’s creating a true partnership that benefits your bottom line.

Services

• Customer Care
• Technical Support
• Billing Inquiries
• Inbound Sales/Retention
• Gaming