In an in-person interview with Fusion Connect’s CRO Jim Delis and VP of Partner Development Diane Frazzetta, we learned how the company is reshaping its future by doubling down on the partner channel, customer experience, and long-term relationship-building. With over 25 years in the partner ecosystem, Delis brings a fresh perspective to Fusion’s next chapter, which is being guided by a new executive team and CEO Bill Wignall – formerly of Sangoma.
“The only route that matters for Fusion Connect is the partner channel,” Delis said. While the company has been around since 1996, the past year has brought a strategic shift to being a partner-first, customer-obsessed organization. Under Wignall’s leadership and Morgan Stanley’s backing, Fusion Connect has invested in a comprehensive technology suite—ranging from UCaaS and Teams-based solutions to access and POTS replacement programs—all supported by a revitalized commitment to service.
Delis emphasized that in today’s largely commoditized market, customer experience is the differentiator. “At install and when something goes wrong are critical moments—and we kill it there,” he said. Fusion recently reshored its customer service operations at significant cost, resulting in a staggering 667% improvement in Net Promoter Score (NPS) and increased customer retention. “Just give us a shot,” Delis urged. “Once a partner tries us, they usually come back.”
Frazzetta expanded on Fusion’s new three-tier partner program designed to reward consistent engagement and results. Based on revenue and opportunity volume, partners can ascend tiers and unlock benefits such as co-branded marketing content, training, event sponsorship, higher residuals, and even a return of the Champions Club—an elite incentive trip for top performers. Unique in the industry, Fusion is now offering spiffs on renewals as long as the partner stays engaged through the customer lifecycle.
Fusion is also seeing unexpected growth areas. While Teams-related calling solutions are driving UCaaS expansion, it’s the humble copper POTS line replacement offering that’s resonating most. With costs for legacy lines skyrocketing and compliance requirements still in play, Fusion offers a streamlined program: they take over existing POTS lines at a flat rate and lock in pricing for a year, then assist with a transition to next-gen solutions like wireless—with potential cost savings. The offer includes NFPA 72-compliant battery backups, making it especially appealing for use cases in elevators, alarms, and other life-safety applications.
Looking ahead, Fusion is actively developing its AI roadmap, beginning with consultation-based discovery. The company isn’t rushing to follow the hype cycle but aims to build thoughtful, need-based AI integrations that actually add value to customer and partner experiences.
Whether it’s a TSD-aligned agent, an MSP, or a partner new to the ecosystem, Fusion’s message is clear: they’re committed to mutual success through strong execution, unmatched support, and real alignment. “We want to build long-term relationships and delight customers,” said Frazzetta. “It’s about showing up—again and again—and being the trusted partner that helps others look good in front of their customers.”
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Aside from his role as CEO of TMC and chairman of ITEXPO #TECHSUPERSHOW Feb 10-12, 2026, Rich Tehrani is CEO of RT Advisors and a Registered Representative (investment banker) with and offering securities through Four Points Capital Partners LLC (Four Points) (Member FINRA/SIPC). He handles capital/debt raises as well as M&A. RT Advisors is not owned by Four Points.
The above is not an endorsement or recommendation to buy/sell any security or sector mentioned. No companies mentioned above are current or past clients of RT Advisors.
