Fonality Wins 2008 Communications Solutions Product of the Year Award

Los Angeles, Calif.-based Fonality, vendor of open-source IP phone systems, has announced that Technology Marketing Corporation reportedly recognized its Unified Agent Edition, plug-n-play contact center solution for Salesforce.com (News - Alert) customers, as the recipient of 2008 Communications Solutions Product of the Year Award. 

 

 

Recipients of the 11th Annual Product of the Year Awards represent the most innovative new products as selected by editors at “Internet Telephony which was launched in 1998, and covers the IP communications industry, TMC (News - Alert) said.

 

The Unified Agent Edition from Fonality (News - Alert) works like a medium to combine organization’s call center phone system data with customer information in their Salesforce.com database. It helps in integrating both the systems for easy flow of information about customer calls to be displayed through the Salesforce.com Web interface and also displays helpful customer information through the call-center interface. It also provides multiple ways for managers to monitor and analyze the phone and sales performance of agents.

 

Richard Gonzales, president of Buvelo Solutions, a salesforce.com consulting partner said that, contact center managers in current scenario are often faced with inaccurate or missing data and agents struggle with cumbersome CTI (News - Alert) applications, resulting in a poor customer experience. He suggested that Fonality’s Unified Agent helps to solve these problems with a unified solution, which makes managers and agents Salesforce CRM more effectively than ever before.

 

Rich Tehrani (News - Alert), TMC president and group editor-in-chief said that Fonality has been recognized with a 2008 Product of the Year Award for their excellence in the advancement of voice, data and/or video communications.

 

“Fonality has proven they are committed to quality and excellence in solutions that benefit the customer experience as well as ROI for the companies that use them,” Tehrani said in a statement. “I am pleased to honor their hard work.”

 

Founded in 2004 and headquartered in Culver City, Calif., the Fonality uses its Hybrid Hosted approach and Anywhere Management architecture to create the reliability and quality of a premise-based PBX system with the convenience and cost benefits of a hosted phone system.