1. Contact Centers: Myths and Realities
To learn more, please visit fonality.com or call 877- FONALITY
Whether you refer to them as customer service representatives, call agents, or sales
representatives, your business relies on these employees for constant communications
with both your current and potential customers. The ability to improve communications
at every touch point within your business is an essential practice to remain competitive
within the market. Unbeknownst to many small and midsize businesses, contact center
(also known as call center) features built into your communication solution can increase
business proficiencies, improve employee productivity, and further advance internal and
external communications.
Reality:
Myth:
Reality:
Myth:
Reality:
Myth:
Reality:
Myth:
I don’t consider my business to be a contact center.
Regardless if your business is truly a contact center by nature (accepting
inbound or making outbound calls to service or sell a product), or a growing
company accepting inbound sales calls, your company can be considered a
candidate for contact center features.
My business is not big enough to need contact center features.
While contact centers are typically depicted as large organizations, which
are outsourced overseas with multiple rows of attendants accepting inbound calls,
contact centers features can be leveraged for as few as two employees to improve
your customers’ experience and increase productivity.
I can’t afford Contact Center features for my business.
Contact Center features are more affordable than you may think. By utilizing
a cloud-based hosted communication solution with contact center features
you can easily reduce your current costs by up to 50% over traditional contact
center constructs.
I can get by with the phone system I have now.
Your current phone system may not have the flexibility to meet the
dynamic demands of your customers into the future. Deploying a contact center
solution will increase productivity, improve customer satisfaction, and help you
to differentiate your business from your competition. Research indicates that
customers are willing to pay a premium for products that are supported by
outstanding customer service.

2. To learn more, please visit fonality.com or call 877- FONALITY
Business Impacting Solution
A Fonality contact center solution can turn your customer interaction process from reactive
to proactive. When you receive a call, it can be routed to either the first available attendant or
the attendant with the skills to match the customer’s needs. After the call is received, provide
a more personalized customer experience by using our CRM integration capability which
integrates with popular systems such as Salesforce.com or any web-based CRM system.
By instantly populating customers’ historical information, CRM integration enables you to
serve your customers more efficiently.
What features can my business benefit from?
Improve Business Productivity
According to a recent Webtorials study, knowledge workers spend 50% of their workdays
on unproductive but necessary tasks like scheduling meetings, tracking down colleagues,
customers, or partners to find information and make decisions. “The impact of inefficient
communications shows a need for immediate change”, said Steve Taylor, editor-in-chief and
publisher for Webtorials. Fonality Heads-Up-Display can streamline these operations in order
to increase productivity and better serve your customers.
Contact Center Feature Description Benefits
Skills-based Routing Direct the call to the agent whose skills
match the customer’s needs
Increase customer satisfaction by immediately
directing them to the agent who can serve
them most effectively
Automated Call Distribution Decide how to direct inbound calls to
your sales agents or service representatives
Increase productivity and avoid wait times
CRM Integration Seamlessly access customers’ historical
information when they call in, or be alerted
through screen pops
Increase customer satisfaction with detailed
customer information at your fingertips
Multiple Auto Attendants Allow the caller to self-direct to the
appropriate agent to meet their needs
Customers can get to their destination faster,
reducing wait time and frustration
Powerful Call Metrics View graphical reports on every detail of
your call queues, such as abandoned calls,
completed calls, hold time, average call
length, agent productivity, and much more
Learn more about your call processes, so that
you can be more knowledgeable about how to
improve the effectiveness of your business
Call Monitor, Barge
and Whisper
Monitor calls, join the call, or speak to the
agent during the call in whisper mode
Monitor your agents in real-time and assist
them to fulfill customer needs

3. Interactive Desktop Client
Fonality Head-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 communication and collaboration needs
for every medium directly at your fingertips, by eliminating the
hassle of searching for people and information and increasing
your productivity levels.
HUD Queues is Fonality’s contact center version of HUD.
Simplify tasks by providing a real-time, in-depth view of
contact center operations and statistics by using color-coded
user status to give you an overarching map of office activity.
With the easy-to-use interface indicating who is logged into a
queue, who is on a call, and what calls are waiting to be taken.
Managers have the ability to monitor, record, and track calls
either from the office or on the go with our mobile application
on the iPhone or Android.
As the vital link between your customers and your business, a
contact center solution should be at the heart of your business.
A Fonality solution can provide your employees with the tools
they need to streamline the customer contact processes
and ensure customer satisfaction reaches an all-time high.
Most importantly, Fonality can provide this solution without
the high capital expense incurred from legacy on-premise
communication providers. Based on a May 2011 study by
Distributed Networking, Fonality customers save an average
of 23% as compared with traditional contact centers and
report an average employee productivity increase of 14%.
Make an impact on your business communication solution by
making it more efficient. Learn more about Fonality contact
center features for small and midsize business as well as
other Fonality solutions by visiting www.fonality.com or calling
1-877-FONALITY.
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.