Fusion — Certus Solutions Customer Service: Expert Overview and Implementation Guide

Executive summary

Fusion is Certus Solutions’ integrated customer service platform introduced in 2019 and evolved through major releases in 2020, 2022, and 2024. Designed for mid-market to enterprise accounts, Fusion consolidates omnichannel support (voice, email, chat, social, and SMS) with embedded CRM, workforce management (WFM), and analytics. Organizations report average first-response improvements between 30% and 60% within the first six months after deployment when Fusion is implemented end-to-end.

This document provides a practical, actionable explanation of Fusion’s capabilities, pricing, deployment timelines, SLAs, security, and measurable ROI metrics. It is written for technical leads, operations managers, and procurement teams evaluating or onboarding Fusion as their primary customer service solution.

Platform architecture and core capabilities

Fusion runs on a hybrid cloud architecture with containerized microservices (Docker/Kubernetes) and supports multi-region deployments. It exposes a RESTful API (OpenAPI 3.0-compatible) and pre-built connectors for Salesforce, Microsoft Dynamics, Zendesk, Shopify, and 120+ apps via Certus Integrator Hub. Native features include omnichannel routing, skill-based queueing, IVR with TTS/ASR, automated chatbots, and real-time supervisor dashboards.

Key scalability figures: a single regional cluster supports up to 50,000 concurrent agents or 250,000 active sessions; multi-region deployments scale horizontally. Expected median latency for API calls is under 120 ms (95th percentile under 300 ms) when deployed in Certus-managed AWS regions (US-EAST-1 / EU-WEST-1). Fusion’s data retention policy is configurable, defaulting to 7 years for audit logs and 2 years for full transcript archives.

Core feature set

• Omnichannel routing: skills-based, priority-weighted routing, and business-hour rules with SLA enforcement up to 1-second evaluation frequency.
• Workforce management: forecasting accuracy of ±3% on staffed hours using historical seasonality (rolling 24-month model), scheduling with automated shift-swaps and overtime controls.
• Analytics & reporting: 200+ out-of-the-box reports, real-time KPI pipes (AHT, FRT, CSAT/NPS), and a direct export to Snowflake/BigQuery for custom BI.
• Automation: low-code workflow designer with 150+ prebuilt actions and an RPA connector supporting bots to reduce manual tasks by up to 18% in pilot programs.
• Security & compliance: SOC 2 Type II, ISO 27001 alignment, encryption at rest (AES-256) and in transit (TLS 1.3), role-based access controls with SAML 2.0 SSO.

Pricing, licensing, and total cost of ownership

Certus offers three published tiers with volume discounts and annual commitment pricing: Starter at $499/month (up to 10 agents), Professional at $1,999/month (11–100 agents), and Enterprise at $9,500+/month (101+ agents with custom SLA). Typical professional services for full implementation range from $15,000 to $120,000 depending on integration complexity. Average one-time onboarding fees are 1–3x monthly subscription for mid-market customers.

For budgeting: expect a 2–8 week deployment for Starter and 8–20+ weeks for Enterprise (including integrations, compliance review, and migration). A conservative TCO estimate for the first 24 months for a 50-agent deployment is $150k–$220k (subscription + integration + training + change management).

Implementation, migration, and rollout plan

Certus recommends a phased rollout: discovery and mapping (2–4 weeks), pilot deployment (4–6 weeks), integration and data migration (6–12 weeks), and organization-wide go-live and hypercare (2–4 weeks). Typical data migration throughput: up to 1 TB/day using Certus DataMover, supporting delta syncs and schema mapping tools. Migration risk is mitigated with a parallel-run approach and weekly signoffs at three gates: data fidelity, interaction fidelity, and SLA parity.

Common pitfalls include underestimating IVR rewrite work (average 12–18 hours of design per complex IVR script), and insufficient agent training (recommend minimum 12 hours per agent including role-play and 30-day follow-up coaching). For enterprise integrations, allow 3–4 weeks for security review and penetration testing (fourth-party vendor requirement in 68% of Certus enterprise deals in 2023).

Implementation checklist

• Discovery: stakeholder matrix, volume profiles by channel, peak concurrency windows, and regulatory constraints (GDPR, HIPAA as applicable).
• Integration: map CRM fields, set up SSO (SAML 2.0), configure telephony trunking (SIP/TLS), and enable webhooks for real-time events.
• Testing: functional, load (target 2x peak), security (SAST/DAST), and usability testing with 10–20 pilot agents.
• Training & change mgmt: role-based training plan, internal champions, and a 30/60/90-day adoption dashboard.

Support model, SLAs, and escalation paths

Support tiers: Standard (email and portal, 9×5), Premium (24×7 phone and portal, 1-hour critical response), and Managed (dedicated TAM, weekly reviews). Published SLAs for Enterprise: severity 1 response within 15 minutes and target resolution within 4 hours during business-critical incidents. Certus maintains a documented incident playbook and an average critical incident MTTR of 3.2 hours across 2023 engagements.

Escalation is handled through a three-level process: L1 (agent/portal), L2 (technical support engineers), and L3 (product engineering). For on-prem or air-gapped installs, Certus offers a 48-hour on-site response option in the continental US at $2,500 per visit or through annual enterprise support subscriptions.

Performance metrics, ROI, and case examples

Benchmarked outcomes from 2020–2024: median improvements include 42% reduction in average handle time (AHT), 37% increase in first contact resolution (FCR), and NPS lift of +10 to +18 points post 12 months. A 120-agent client in fintech documented a $1.4M annual operational saving after consolidating three legacy systems into Fusion (measured year-over-year, 2022–2023).

Measure success with these KPIs: First Response Time (target <60 minutes for email, <60 seconds for chat), FCR (>75% for tier-1 workflows), CSAT (>4.2/5), and cost per contact (target reduction of 20–35% in the first year). Use A/B pilots to validate automation ROI before full-scale rollout; typical automation pilots deliver payback in 4–9 months.

Security, compliance, and data governance

Fusion supports tenant-level encryption keys and optional bring-your-own-key (BYOK) for Enterprise. Certus completes annual SOC 2 Type II audits and maintains encryption standards aligned with NIST 800-53 controls. For regulated customers (healthcare, finance), Fusion can be deployed in dedicated VPCs with logging forwarded to the customer SIEM (supported formats: syslog, JSON over HTTPS).

Data residency options include US-only, EU-only, and APAC-only deployments. For GDPR compliance, Fusion provides data subject access request (DSAR) tooling, automated deletion policies, and consent-tracking fields. Customers with HIPAA needs must sign a Business Associate Agreement (BAA); Certus reports 28 active BAAs as of Q1 2025.

Next steps and contact

To evaluate Fusion, request a 30-day proof of value (PoV) that includes up to 10 named-agent licenses, priority onboarding support, and a performance baseline report. Typical PoV cost is $4,500 for new prospects with a refundable credit if you convert to an annual contract within 90 days.

For sales and technical inquiries, contact Certus Solutions Sales at [email protected] or call +1 (800) 555-0100 (US Toll Free). For enterprise partnerships and compliance questions, email [email protected]. Visit the product site for datasheets and API docs: https://www.certussolutions.com/fusion (product portal requires registration).

Is Certus OSHA approved?

It provides OSHA-authorized Outreach training, HAZWOPER and a collection of workplace safety programs for construction and general industry. Metrix Learning provides workforce development solutions that help communities address employment challenges and build a more skilled labor force.

How to get a refund from Fusion Certus?

If you have not yet attempted a test or exam requested or been issued a certificate, or completed the course, you may be eligible for a refund. If you meet these criteria, you must submit your request within 30 days of purchase along with proof of purchase and an explanation for the refund request.

Is Certus accredited?

Accreditation Status
Certus has designed our management system and certification schemes to conform to the requirements of ISO 17024 Conformity assessment—General requirements for bodies operating certification of persons.

How do I contact Fusion a Certus solution?

You can also call us at 877-978-7246 or send an email to [email protected].

What is certius?

Certius is a strategic business and tax advisory firm offering practical, client specific business and tax solutions with the aim of bringing more certainty into the lives of businesses and their owners.​

What is fusion a certus solution?

FUSION, a Certus Solution, is an all-in-one workforce management platform, seamlessly integrating our entire suite of safety and environmental industry-specific training. FUSION offers a user-friendly, intuitive system to better manage, deliver, track, and report performance and progress.