Whether you have five employees or 500, your customers need to reach the right person quickly and painlessly. You also deserve a system that provides real-time information so you can make the right decisions for your business.
That's why Fonality includes unlimited simple call queues. Now you can create queues for different departments. Any employee, at any time, can be a member of every queue for no additional charge. All without separate call center software.
For customers who want even more call center solutions, advanced functionality can be added to our Professional and Ultimate editions.
Your Fonality phone solution comes with six* built-in Contact Center tools:
Unlimited simple queues: Shorten wait times when it’s easy for the first available sales, billing or support expert to answer.
On-demand Recording: Record calls with a click for quality assurance and training.
Remote worker support: Empower remote teams using the included desk phone, softphone, and/or HUD Mobile app.
Daily reporting: See how callers interact with your team and when to schedule staff with automated email reports.
Web Launcher: Help callers faster with easy integration with online CRM, billing, and help desk systems.
Click to Dial: Dial a number on a web page with the click of a mouse using our free browser add-on.
*Included in Professional and Ultimate editions using Heads Up Display (HUD).
Upgraded queues: Nothing simple about these queues. Customize for level one support, by individual, and more.
Queue priority: Ensure your most critical calls don’t wait by deciding which queues take priority.
Skills-based routing: Increase productivity and revenue when you send more calls to experienced staff.
Custom call routing: Route callers to the right place quickly using any of 7 automatic call distributor (ACD) types.
Barge, Monitor, Whisper: Instant training, coaching, and customer satisfaction tools built into HUD. (No * code!)
Real-time metrics: Use to improve customer service, maximize payroll, and even refine business hours.
Graphical reporting: Make sure you’re staffed properly when you can see spikes in volume via performance graphs.
Every Ultimate Edition subscription includes these advanced features. Or, Professional Edition subscribers can add them for just $10 per user per month.