Strengthen Your Customer Relationships

Customer service representatives, call agents, sales representatives: We may all call these employees by different titles, but in the end, your business relies on their ability to constantly communicate with customers.  Providing them with ready access to the all the information they need, when they need it, is essential if you want to stay competitive within the market. Contact center (or call center) features built into your communications solution can increase business proficiencies, enhance internal and external communications and improve customer satisfaction and loyalty. 

Fonality gives your contact center an enhanced Unified Communications platform, offered through a hybrid-hosted or as a fully hosted service, that's both innovative and flexible. Our contact center solution is innovative in its all-in-one, open standards architecture for multi-channel interactions as well as SIP and VoIP. Studies show that Fonality customers save an average of 23% as compared with traditional contact centers and report an average productivity increase of 14%.

Advanced Contact Center Features

Research shows that customers are willing to pay a 20% premium for outstanding customer service. To help your company reach that customer service level, Fonality offers enterprise-grade contact center features including:

• Multiple auto attendants
• Unlimited call queues
• Automatic Call Distribution
• View Agent Status
• Skills-Based Routing
• Graphical Queue Reports
• Agent Call Recording
• Agent Variable Log-off
• Real-time Queue Stats
• Agent Hot Desk
• Call Barge, Monitor, or Whisper
• On-the-fly Recording
• CRM Integration
• Call Alerts
• Agent Broadcast Alerts
• Ability to Reset Queue Stats as Needed

Benefits of Fonality Contact Center Solutions

Increased Flexibility: Your dynamic business environment can quickly change based on call volume, revenue targets and customer service levels. With a “pay-as-you-grow” approach, our solution lets you add new features, or users, in a matter of hours not weeks.

Minimized Start-Up and Ongoing Cost: Fonality provides a low monthly fixed cost per user, allowing your company to get up and running at a fraction of the cost and then accurately budget for those lower recurring costs

Interactive Desktop Client: Your customer service representatives (CSRs) need instant access to a wide variety of information at any given instant.  Fonality Heads Up Display (HUD) is an intuitive, easy-to-use Unified Communications desktop client that unifies your communication applications including

• Merging phones, desktop and business applications into a single desktop interface
• Applications for iPhones or Android-based smart phones

Easy Integration: Fonality HUD can incorporate contacts from Microsoft Outlook or Google intuitively for the quickest possible integration. Seamless integration is also available into such tools as SalesForce, NetSuite, SugarCRM, VanillaSoft and most Web-based CRM applications.