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Contact centres customers want to call
Designed for connection, powered by intelligence
Despite the promise of digital tools, customer expectations and service delivery are still worlds apart.
On one side, customers demand instant, personalised connections across voice, chat, SMS and self-service. On the other, agents struggle with disconnected tools, blind spots, admin mess and burnout. The disconnect is costly, with 67% of customers abandoning brands due to poor CX*.
Meanwhile, many executives view contact centres as a cost to cut, leading to offshoring, which in turn loses valuable local knowledge and cultural understanding, further reducing satisfaction. It’s a downward spiral.
Enter Fusion5. For 25 years, we've turned NZ contact centres from cost burdens into competitive advantages. We start with one critical question: why are your customers contacting you? This insight drives the solution from omni-channel flows and task automation to integrated platforms with a single agent view – all powered by Amazon Connect's AI-native cloud platform.
“Customer experience isn’t just about the product or service, it’s about how a business makes someone feel throughout the journey and long after the purchase.”
Why now’s the time to rethink your contact centre
One size fits no one
New vs existing customers, support vs sales, today’s customers expect a tailored experience on their preferred channel. And with customers voting with their fingertips, it’s no longer a nice-to-have.
Beware of costly blind spots
Most contact centres fail to identify why customers call, are treated as costs to cut or move offshore, and agents are expected to juggle 5-10 disconnected systems – leading to burnout and frustrated customers.
AI-enhanced team and customer happiness
AI done right handles self-service and repetitive admin, freeing human agents to invest more time in high-value conversations – supporting them to hit KPIs and keep customers happy with less stress.
From cost centre to profit driver
Automating workflows on a single intelligent platform brings the best of both worlds. Efficient backend operations with the local touch of onshore teams focused on conversion, upsell, loyalty and referrals.
Why choose Fusion5 + Amazon Connect
As an AWS Advanced Tier Services Partner founded in New Zealand, Fusion5 brings years of local expertise and a true partnership approach to transforming contact centres from cost burdens into competitive advantages.
We start with one critical question: why are your customers contacting you? These insights drive everything – optimising omni-channel journeys, integrating disconnected systems into a single agent view, customising real-time dashboards and automating workflows that protect both performance and wellbeing.
Powered by AWS's flagship AI-native contact centre platform, Amazon Connect scales instantly during busy periods with pay-as-you-go pricing. Deploy in days, not months, with zero downtime or data loss.
Plus, with the new AWS NZ Region, your data stays securely local while accessing world-class AI capabilities including intelligent routing, sentiment analysis and predictive analytics.
Upgrade your contact centre into the experience your customers expect – and your business needs.
Start today with a $5,000 AWS credit!
For a limited time, we've secured AWS funding to help get you started. Let’s show you the difference Amazon Connect can make.
Fusion5 superpowers:
NZ knowhow + global innovation
25 years of local experience plus AWS Advanced Partner status means world-class tech with Kiwi expertise.
Your data stays right here
Secure storage in Auckland's AWS data centre means compliance, sovereignty and fast local performance.
Always-on innovation
Every AI feature we add – smart routing, sentiment analysis, predictive insights – rolls out to you automatically.
Deep industry expertise
Healthcare, wholesale, manufacturing… we understand your compliance, security, data and KPI requirements.
Up in days, pay for what you use
No hardware, seamless CRM integration and just 30 minutes of training. Scale up or down easily as you go.
Real humans, 24/7 support
We’re serious about customer experience with end-to-end managed services and 24/7 omni-channel support.
How PlunketLine maintained 24/7 support through crisis with two-day cloud migration
“Working with Fusion5 was great. They were highly responsive, knowledgeable about our organisation and quick to adapt to rapidly changing requirements.”
– Anne Marie Morris | Manager, PlunketLine
Let’s connect
Ready to turn your contact centre into a competitive advantage?
Let's discuss how Fusion5 and Amazon Connect can enhance your customer experience
Get in touch: Email: aws@nextgen.group | Visit NEXTGEN Group
Office 16, Level 1, 125 The Strand, Auckland 1010
* IPSOS: The Experience Perspective, 2025