Fonality Delivers One Billion Contact Center Phone Calls via Cloud-based Business Communications Solutions

More than 4,800 companies benefit from enterprise-grade features that are simple to use, easy to manage, affordable to deploy

DALLAS--(BUSINESS WIRE)--Fonality, North America’s fastest growing business communications company, today announced its one billionth contact center phone call. This milestone reflects more than 4,800 deployments as the adoption of Fonality’s cloud-based contact center solutions continue to change how fast-growing businesses deliver exceptional customer support. Deployed across a variety of industries, Fonality’s cloud-based model provides businesses from ten to 250 agents with the same full-featured services of traditional on-premise IP systems without costly hardware, infrastructure or lengthy implementation cycles.

“Regardless of the size or scope of a contact center, with Fonality, employees can be more effective and productive without the high costs typically associated with these capabilities.”

By leveraging VoIP and Unified Communications (UC) capabilities, Fonality enables contact centers of any size to benefit from Fortune 500 features at a cost of ownership up to 60 percent less than legacy providers. Delivered through Fonality Heads Up Display (HUD), an award-winning UC dashboard with features such as real-time contact center metrics, drag and drop call management, presence, email integration, secure chat and visual voicemail, the solution is easy to use, simple to manage and affordable to deploy, starting at $50 per month, per user.

“More and more growing businesses are recognizing that their entire organization can benefit from contact center features, such as skills-based routing, to improve productivity and strengthen customer loyalty,” said Fonality’s Chief Technology Officer, Rick Bushell. “Regardless of the size or scope of a contact center, with Fonality, employees can be more effective and productive without the high costs typically associated with these capabilities.”

Fonality HUD provides a color-coded status of all customer service or sales team activities, including current and pending calls. Managers are empowered with 360-degree views of all communications within the contact center leveraging features such as permission-based call monitoring of both in office and remote agents, as well as providing comprehensive performance metrics. With “drag and drop” capabilities, calls can be shared with colleagues in whisper or barge mode, in addition to features such as audio conferencing, secure chat, photo caller ID, visual voicemail, email/text, ring-back and on-the-fly call recording. Fonality HUD can also be seamlessly integrated with business applications like SalesForce, NetSuite, Vanilla Soft or SugarCRM to provide real-time customer information.

Crusecom, a Michigan-based provider of contact center services for IT support to state agencies and businesses replaced a well-known, premise-based legacy IP communications provider with Fonality. By switching to a hosted cloud model, the company has lowered maintenance and support costs by approximately $250,000 annually.

“Fonality truly understands the needs of today’s contact centers, especially in terms of controlling costs,” said Arthur Cruse, CEO of Crusecom. “Beyond preserving budget and improving call quality, we have also enjoyed increased productivity. Fonality HUD quickly and efficiently allows our subject matter experts and supervisors to join calls to better meet the needs of our customers. Plus, the system grows as our needs do without lengthy and costly implementations, which was a major concern with our previous provider.”

The solution’s hosted model can also create a virtual call center environment with seamless connectivity for workers across locations. Virginia-based Exec-u-sist, provides remote administrative and contact center support to residential service providers, realtors, home-based businesses, marketing firms and technology companies. By using Fonality’s cloud-based contact center solutions, the company can create the traditional call center experience without compromising performance or committing to expensive infrastructure and time-consuming integration.

“Fonality’s solutions are an ideal match for the way we operate,” said Tiffany Nielsen, CEO of Exec-u-sist. “Fonality HUD allows us to redefine the conventional contact center by keeping our team connected with improved call clarity and functionality as if they were at the same location. Without Fonality, we couldn’t support our business model and would not have realized thousands of dollars in savings.”

About Fonality

Fonality is North America’s fastest growing business communications company and a leading provider of cloud-based VoIP and Unified Communications solutions for small and mid-size 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-standard based communications software. Investors include Intel Capital, Draper Fisher Jurvetson and Azure Capital Partners. Visit www.fonality.com for more information or call 877-FONALITY.