Enhance Customer Satisfaction and Employee Productivity with Contact Center Features

By: Fonality  09-12-2011
Keywords: Business Communication, Communications Solution, Phone Bills

It is easy to forget that the purpose of a contact center is to allow your customers to talk to your employees in the most efficient and effective manner. Industry studies prove that when handled correctly, customers are willing to pay a 20% premium on a solution when they receive superior customer service in return. To reach this goal, companies like yours are turning to hosted VoIP environments to gain that needed competitive advantage in the marketplace. You need an all-inclusive hosted Unified Communications solution that provides an extensive suite of communications and collaboration tools, plus additional contact center productivity enhancement features to meet your business needs.
Fonality Connect + is the ideal fully hosted business communication solution for companies looking to gain a competitive advantage by unifying and simplifying communications. Fonality customers save an average of 23% as compared with traditional contact centers and report an average productivity increase of 14%.
A Simple VoIP Solution: Built on a secure and reliable platform, Fonality’s Connect + is an intuitive plug-and-play solution that does not require any technical expertise to implement or scale. Whether you’re adding employees, features, or services, Fonality has the communications solution your business can leverage now and continue to successfully grow with.
A Cost- Effective Solution: Eliminate the fluctuation of monthly phone bills with a fixed, affordable per-user monthly fee that includes phones, advanced calling and routing features, and a powerful Unified Communications client for secure chat and drop-and-drag call management.
Enterprise-Grade Telephony Features: With advanced feature sets like multiple auto attendants, dial-by-name directory, and voicemail to email, your customers will know they are dealing with a company that is serious about its customers and business.
Unified Communications Client: Fonality Heads Up Display (HUD) is a powerful business tool that connects your phones, desktop and important business applications into a single, unified, easy-to-use interface. HUD streamlines your communications and collaboration needs for every medium directly at your fingertips and can save knowledge workers up to two hours a day in productivity.
Advanced Call Routing: A full-featured advanced call distribution system, ACD Should this be “ACR” (Advanced Call Routing)?, allows you to customize your company’s call queue distribution even further. You can distribute queue calls via several preconfigured rules such as ring all, ring random, or ring in order.
CRM Integration: To help your company provide the best customer service possible, we can integrate with Salesforce.com and other leading sales automation applications.
Real-time Data at your Fingertips: Fonality HUD Queues is a powerful, intuitive client that provides a 360-degree view of real-time call center metrics, and helps to ensure your company’s service level agreements are met.
HUD Queues: Fonality HUD Queues simplifies call center operations for both agents and managers by quickly identifying an agent’s status, easily logging in and out of queues, and proactively monitoring call metrics in real- time on your desktop.
Integrated Screen Pops: Provide higher levels of service to your existing customers as well as save up to 20 seconds per call by processing requests through computer telephony integration (CTI), activating a caller’s detailed information prior to answering the call.

Keywords: Business Communication, Communications Solution, Monthly Phone Bills, Phone Bills, Secure Chat,

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