Customer service representatives, call agents, and sales representatives - what do they all have in common?  They are the primary way for you to keep your customers happy and coming back for more.  Providing these employees with ready access to the all the information they need, when they need it, no matter where they are  is essential if you want to stay ahead of the competition.  Fonality enables your company to do this an more by building contact center features directly into our solution - no expensive add-ons. 

Whether hosted at your site our hosted in the cloud, Fonality the 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 and unlimited call queues
• Automatic Call Distribution and Skills-Based Routing
• Call Barge, Monitor, or Whisper on to calls and Agent Call Recording
• View Agent Status
• Graphical Queue Reports
   

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.

*Small Business Customer Service Study