1. Fonality Contact Center Solution for
Small and Mid-sized Businesses
Strengthen Customer Relationships with a Hosted Fonality Solution
Your business is growing. You have more clients. More pressure. More responsibilities. More sales and Contact Center Solution
support staff. More needs.
• Unlimited Call Queues
As you continue to grow, the needs of your business will grow with you. So should your technology • Automatic Call Distribution
solutions. As the vital link between your customers and your business, a customer relationship solution • View Agent Status
should be at the heart of your business. A Unified Communication solution from Fonality can provide • Skills-Based Routing
your employees the tools they need to streamline the customer contact processes, and ensure customer • Graphical Queue Reports
satisfaction reaches an all-time high. Most importantly, Fonality can provide this solution without the high • Agent Call Recording
capital expense incurred with a legacy on-premises communication solution. • Agent Variable Log-off
• Real-time Queue Stats
• Agent Hot Desk
• Call Barge, Monitor,
Intuitive Communications Interactive Desktop Client or Whisper
• On-the-fly Recording
You recognize that your growing company Fonality Heads-up-Display (HUD) is an • CRM Integration
needs to improve communications with your intuitive, easy-to-use unified communications • Agent Broadcast Alerts
customers at every touch point within the desktop client that gives your customer service • Reset Queue Stats
organization in order to stay competitive. A representatives (CSR) instant access to every as Needed
Fonality solution is purpose built for small communications tool in your toolbox.
and mid-sized businesses by a company that
has been in your shoes and understands your Merge your phones, desktop and business
business needs. applications into a single desktop interface,
iPhone or Android application. Fonality HUD
• inimize Start-up and Ongoing Costs
M can intuitively incorporate contacts from
F
orgoing the financial burden of tying up Microsoft Outlook or Google for the quickest
vital capital costs with a premise-based possible integration. Fonality’s seamless
contact center solution, Fonality provides a integration is also available into such tools
low monthly fixed cost per user. as Salesforce, NetSuite, Sugar, and any
web-based CRM application.
• dvanced Contact Center Features
A
Research shows that customers are willing
to pay a 10% premium for outstanding
customer service. Fonality can provide
Enterprise-grade features including
multiple auto attendants, unlimited call
queues, intelligent skills based routing,
and recording features that enable your
representatives to provide a high quality
of service.
• ncreased Flexibility
I
Your dynamic business environment can
quickly change based on call volume,
revenue targets, and customer service
levels. A Fonality solution is a “pay as you
grow” approach to add new features, or
users, in a matter of hours not weeks.

2. HUD Queues, Fonality’s contact center version of HUD,
helps simplify tasks for CSRs and managers by providing
a real-time, in-depth view of contact center operations and
statistics. Color-coded user status gives you an overarching Fonality HUD Queues
map of office activity, so you can know who is logged into
a queue, who is on a call, who’s on hold and who’s inactive
at a single glance. And because HUD Queues allows for
hot desking, users can work from a time and place of their
choosing, increasing availability and staff satisfaction.
Managers can instantly monitor, record and track calls and Monitor key performance
even “whisper” to customer service representatives who indicators and ensure you
need additional information or assistance. A secure chat meet your SLAs.
network provides an additional avenue agents can use to
obtain subject matter information and provide an optimum
experience for your customers.
HUD Queues enable your managers to be available around the clock. In addition to the desktop client, HUD
can be downloaded and used as an application on iPhone and Android mobile devices, allowing managers
to barge, monitor, record and view the status of calls at any time, from anywhere.
Monitor, barge, and record
Maintaining a smooth call flow is essential to keeping your customers satisfied. HUD Queues allows you any agent call with a single
to shape traffic to seamlessly send calls where they’re most needed, all from a drag-and-drop interface. mouse click.
Skills-based routing ensures that calls are directed to the most knowledgeable representative, increasing
resolution efficiency and customer satisfaction. You can also monitor call statistics through a graphical
representation of call volume throughout the week, day or even hour.
Connect and Collaborate
See the status of every
Customer service representatives need to be connected with one another as well as with your customers. agent in the queue with full
Fonality provides a robust Unified Communications solution that improves staff collaboration using the call details.
tools and resources of a Fortune 1000 company, minus the expensive price tag. Because everything is
hosted in the cloud, these features come without the additional cost burden of buying and maintaining an
on-premises communication solution.
Allow Fonality to provide all of the technical assistance and equipment monitoring you need to keep things
running so you can focus more on your business and customers. With low monthly rate plans, a Fonality
solution offers the best service for the best price.
Fonality is North America’s fastest growing business communications company and the only provider
of cloud-based, open source VoIP, Unified Communications and contact center solutions for small and
mid-sized businesses. With a unique software model approach, Fonality provides all the features of
legacy providers without the cost or complexity. Founded in 2004, Fonality has delivered more than two
billion phone calls across the cloud while enabling more than one million users of open-standards based
communications software. Investors include Draper Fisher Jurveston, Intel Capital and Azure
Capital Partners.
Visit fonality.com for more information or call 877-FONALITY.