As a rapidly growing supplier of cloud telephony solutions, Fonality (News - Alert) recently revealed that it has serviced its 1 billionth phone call in the contact center. Providing unified communications solutions across North American businesses in a variety of industries, Fonality has achieved a remarkable 4,800 deployments of its cloud telephony solutions.
Fonality’s cloud-based model helps businesses deliver the best possible customer service, while remaining easy to use and affordable. Regardless of whether or not the businesses employ ten or 250 agents, Fonality’s solution ensures reliable operation, and increased productivity.
Rich Bushell, Fonality’s chief technology officer, stated, “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. 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.”
The cloud telephony solutions from Fonality have been recognized as providing a 60 percent less expensive cost of ownership than other cloud telephony solutions on the market. Fonality’s Heads Up Display (HUD) service is one such solution offering a complete package of drag and drop call management, presence, e-mail integration, real-time contact center metrics, secure chat, all on one dashboard.
At a starting price of $50 per month, per user, Fonality’s HUD solution remains feature-rich while maintaining simple management and secure operation. Arthur Cruse, CEO of Crusecom, a provider of contact center services for IT support in Michigan, and a Fonality customer, stated, “Fonality truly understands the needs of today’s contact centers, especially in terms of controlling costs. Beyond preserving budget and improving call quality, we have also enjoyed increased productivity.”
Enabling contact center managers to have 360-degree views of all communications within the organization, Fonality’s HUD service provides call monitoring of office and remote agents including performance metrics. Cruse continued, “Fonality HUD quickly and efficiently allows our subject matter experts and supervisors to join calls to better meet the needs of our customers. Plus, the system grows as our needs do without lengthy and costly implementations, which was a major concern with our previous provider.”
Tiffany Nielsen, CEO of Exec-u-sist, mentioned, “Fonality’s solutions are an ideal match for the way we operate. Fonality HUD allows us to redefine the conventional contact center by keeping our team connected with improved call clarity and functionality as if they were at the same location. Without Fonality, we couldn’t support our business model and would not have realized thousands of dollars in savings.” With 1 billion calls under its belt, Fonality is sure to keep growing with ever-improved and efficient cloud telephony services.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Jennifer Russell