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Fusion Connect, a provider of managed communications, connectivity and cloud solutions, has announced the availability of its AI-powered Contact Center as a Service (CCaaS) platform, alongside a flat-fee pricing model designed to make enterprise AI adoption more predictable.
The company said unpredictable usage-based pricing remains a major challenge for organizations evaluating AI solutions. Unlike traditional software that is commonly priced per user, many AI platforms rely on token consumption and other usage-based models, making it difficult for businesses to forecast costs before deployment.
Fusion Connect is addressing this challenge with predictable monthly pricing for its AI capabilities, allowing organizations to estimate costs, evaluate potential returns and scale AI without unexpected usage charges.
“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 of Fusion Connect. “Our goal is simple: remove the complexity from AI purchasing so customers can focus on improving customer experiences—not deciphering pricing models or worrying about unexpected cost overruns.”
AI for the Contact Center
Fusion Connect identified contact centers as a key environment for enterprise AI because they handle large volumes of repetitive customer interactions, including billing inquiries, technical support, account management, scheduling and returns.
The company’s AI-powered platform is designed to automate repetitive tasks, assist agents in real time, analyze customer conversations and improve operational performance.
The platform includes several AI capabilities:
Agent AI Assistance provides customer service representatives with real-time information, suggested responses and relevant knowledge during customer interactions, helping agents resolve issues more efficiently.
Navigator AI uses natural language to understand customer intent, resolve certain requests autonomously and route customers to the appropriate representative. The technology is designed to reduce transfers and wait times while replacing traditional menu-based IVR experiences.
Autopilot Agentic AI automates routine customer interactions without requiring a live agent, allowing human representatives to focus on more complex and higher-value customer engagements.
CX AI Analytics analyzes customer conversations to identify trends, coaching opportunities, quality issues and operational insights without requiring supervisors to manually review large volumes of recorded calls.
A Predictable Pricing Model
Fusion Connect said its pricing structure is designed to remove the uncertainty associated with token-based AI pricing.
Core capabilities, including Agent AI Assistance and CX AI Analytics, are available through a monthly per-seat pricing model. High-volume automation capabilities, such as Autopilot Agentic AI and AI-powered call routing, are offered through monthly packages based on anticipated call volumes.
This approach gives organizations greater visibility into their expected AI costs while avoiding unpredictable charges caused by fluctuating usage.
“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 at Fusion Connect. “Our pricing model removes that uncertainty and gives customers a clear path toward broader AI adoption.”
Supporting Customers and Channel Partners
The simplified pricing model is also designed to benefit Fusion Connect’s technology advisors and channel partners.
By replacing complex AI consumption calculations with transparent monthly pricing, partners can quote solutions more quickly and customers can evaluate and approve projects with greater confidence. The company believes this allows sales conversations to focus more on business outcomes than pricing mechanics.
Fusion Connect said it plans to continue expanding AI capabilities across its communications portfolio while maintaining a focus on making enterprise AI easier to understand, purchase and scale.
