[September 05, 2008]

Fonality's trixbox Pro Unified Agent Edition integrates with Salesforce.com

Originally posted on VoIP & Gadgets Blog, here: http://blog.tmcnet.com/blog/tom-keating/voip/fonalitys-trixbox-pro-unified-agent-edition-integrates-with-salesforce.asp.

Fonality's (News - Alert) trixbox Unified Agent Edition (UAE) can automatically match all inbound and outbound calls with the corresponding record in salesforce.com's AppExchange, and call data is captured and logged eliminating manual entry. This is a big step for Fonality in taking their Asterisk (News - Alert)-based IP-PBX from simply an enterprise phone system to a "true" call center platform that can compete with Avaya (News - Alert), Nortel, Interactive Intelligence, and other major call center platforms.

Fonality, today announced the collaboration of the trixbox Pro Unified Agent Edition and salesforce.com's AppExchange.

Fonality's trixbox Pro, Unified Agent Edition (UAE) is immediately available for test drive and deployment from Fonality Australia. It's unclear whether trixbox UAE is available in the U.S. or elsewhere as well. I'm looking into it. Relatedly, go check out my in-depth trixbox Pro 2.0 Call Center Edition (CCE) review I wrote yesterday.

In the meantime, Fonality UAE features:
- Performance Management:
- Automatic Call History provides a detailed history of who employees are calling and the duration of each call.
- Integrated Call Recording allows any call to be recorded from the PBX system and attached to the corresponding record in Salesforce.com (News - Alert).
- Lead Management Reporting provides reports on how many calls were required for conversion, lead activity, etc.
- Agent Activity Reporting ranks agents based on activity and productivity.
- Outbound Call Reporting sows which reports are busiest on the phone, how many calls have been made to leads and customers.

Agent Productivity:
- Click to Call allows any number is Salesforce.com to be automatically dialed with the click of a mouse.
- Improved Screen Pops address the problem of multiple matching records. A screen is automatically launched for immediate note taking, and then can be attached to the proper record after the call.
- Deal Size Alerts pop-up on a rep's desktop and display the name, company and size of the opportunity before the phone starts ringing.
- Account Ownership Routing automatically directs incoming calls go to the account owners

Tags: Asterisk, Avaya, call center, Fonality, Interactive Intelligence, IP-PBX, Nortel, salesforce.com, trixbox Pro UAE, trixbox Pro Unified Agent Edition, VoIP