Through its project work since with eg solutions, a back office optimisation software provider, Fusion has improved its customer experience through a single customer contact strategy.

David Thompson, Managing Director of Fusion commented: “By improving the throughput of back office work, with the use of the eg operational intelligence® software suite, and applying capacity and skills where they are most needed, we have been able to deliver a shorter customer journey. We have also and reduced the need for ‘chaser calls’ from customers, thus improving the overall service delivered.”

Fusion is shortlisted alongside Barclays, Lebara, Sage (UK), Tesco Mobile and Webhelp TSC.

Elizabeth Gooch, CEO of eg solutions said: “It’s great to see one of our customers recognised as a leader in their field following the hard work and dedication put into the project by all involved. Fusion is truly innovative in its approach to customer service and we’ve high hopes for the group winning the overall category.”

The awards will be presented on 17th October in London.