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3rd Party Remote Call Monitoring Feature

May 13, 2011

Fonality Boasts One Billion Cloud-Based Contact Center Calls

By John Lahtinen, Community Development Editor, TMCnet

North America’s fastest growing business communications company Fonality (News - Alert), recently announced its one billionth contact center phone call – a milestone reflecting 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 10 to 250 agents with the same full-featured services of traditional on-premise IP systems without costly hardware, infrastructure, or lengthy implementation cycles.

Fonality enables contact centers of any size to benefit from Fortune 500 features at a considerably lower cost by leveraging VoIP and unified communications (UC) capabilities. Delivered through Fonality Heads Up Display (HUD), an award-winning 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 and affordable.

“More and more growing businesses are recognizing that their entire organization can benefit from contact center features, such as skills-based routing, to improve productivity and strengthen customer loyalty,” said Fonality’s chief technology officer, Rick Bushell, in a release. “Regardless of the size or scope of a contact center, with Fonality, employees can be more effective and productive without the high costs typically associated with these capabilities.”

Fonality HUD provides a color-coded status of all customer service or sales team activities. Empowered with 360-degree views of all communications within the contact center, users can leverage features such as permission-based call monitoring of both in office and remote agents, as well as providing comprehensive performance metrics. Additional features include audio conferencing, secure chat, photo caller ID, visual voicemail, e-mail/text, ring-back and on-the-fly call recording. Fonality HUD can also be seamlessly integrated with other business applications to provide real-time customer information.

“Fonality truly understands the needs of today’s contact centers, especially in terms of controlling costs,” said Arthur Cruse, CEO of Crusecom, a provider of contact center services for IT support to state agencies and businesses. “Beyond preserving budget and improving call quality, we have also enjoyed increased productivity. Fonality HUD quickly and efficiently allows our subject matter experts and supervisors to join calls to better meet the needs of our customers.”

Recently, TMC’s CEO Rich Tehrani (News - Alert) sat down with Wesley Durow, Fonality’s CMO.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.


John Lahtinen is Community Development Editor for TMCnet. He has more than 15 years of combined professional and educational experience involving news, education, and marketing. John holds a master�s degree in journalism from the S.I. Newhouse School of Public Communications at Syracuse University and a bachelor�s degree in English from the State University of New York at Plattsburgh. To read more of his articles, please visit his columnist page.

Edited by Tammy Wolf
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