announced its one billionth contact center phone call. This milestone reflects more than 4,800 deployments as the adoption of Fonality’s cloud-based contact center solutions continue to change how fast-growing businesses deliver exceptional customer support. Deployed across a variety of industries, Fonality’s cloud-based model provides businesses from ten to 250 agents with the same full-featured services of traditional on-premise IP systems without costly hardware, infrastructure or lengthy implementation cycles.
By leveraging VoIP and Unified Communications capabilities, Fonality enables contact centers of any size to benefit from Fortune 500 features at a cost of ownership up to 60 percent less than legacy providers. Delivered through Fonality Heads Up Display, an award-winning UC dashboard with features such as real-time contact center metrics, drag and drop call management, presence, email integration, secure chat and visual voicemail, the solution is easy to use, simple to manage and affordable to deploy, starting at $50 per month, per user.
Fonality HUD provides a color-coded status of all customer service or sales team activities, including current and pending calls. Managers are empowered with 360-degree views of all communications within the contact center leveraging features such as permission-based call monitoring of both in office and remote agents, as well as providing comprehensive performance metrics. With “drag and drop” capabilities, calls can be shared with colleagues in whisper or barge mode, in addition to features such as audio conferencing, secure chat, photo caller ID, visual voicemail, email/text, ring-back and on-the-fly call recording. Fonality HUD can also be seamlessly integrated with business applications like SalesForce, NetSuite, Vanilla Soft or SugarCRM to provide real-time customer information.
Crusecom, a Michigan-based provider of contact center services for IT support to state agencies and businesses replaced a well-known, premise-based legacy IP communications provider with Fonality. By switching to a hosted cloud model, the company has lowered maintenance and support costs by approximately $250,000 annually.
The solution’s hosted model can also create a virtual call center environment with seamless connectivity for workers across locations. Virginia-based Exec-u-sist, provides remote administrative and contact center support to residential service providers, realtors, home-based businesses, marketing firms and technology companies. By using Fonality’s cloud-based contact center solutions, the company can create the traditional call center experience without compromising performance or committing to expensive infrastructure and time-consuming integration.