Redefining Call Centers

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Many growing businesses have never been in a position to consider call centers an option — until now! No longer are call centers the exclusive domain of telemarketing organizations and large corporations. If your company has a sales and customer support department with high volumes of inbound and outbound calls, you can now take advantage of affordable call center capabilities.

With Fonality’s call center solutions, thousands of growing businesses are now able to benefit from advanced call center features and capabilities. Fonality PBXtra Call Center Edition and HUD Agent work together to help your organization increase customer service, reduce costs, and enhance management and reporting.

Increase Customer Service

PBXtra Call Center Edition with HUD Agent allows you to distribute calls efficiently and provide better customer service.

With PBXtra Call Center Edition we were able to keep our call center operations in house, which meant we could provide higher levels of customer service and maintain better control of our sales and marketing efforts.
— SunPorch
  • Call Queues manages how calls are prioritized and routed. Create limitless queues and personalize each with audio announcements, music on hold, hold time announcements, limits on wait times and call volumes in the queue. You can also control the time between calls for each agent and more.
  • Automatic Call Distribution allows you to automatically route calls to appropriate agents, determine how calls get distributed, and direct callers to different call menus based on the telephone number they call. You can also choose round-robin distribution; ring all; ring agents in order; or ring randomly skills-based routing to ring your best agents first.
  • CRM Integration facilitates efficient customer service in the call center environment and helps sales reps close leads effectively. PBXtra Call Center Edition with HUD Agent integrates seamlessly with web-based CRM systems such as SugarCRM and Salesforce.com. Incoming calls initiate web searches, CRM lookup, and ticketing lookup based on Caller ID, ensuring that agents have full customer information at their fingertips before they answer the phone.

Improve Efficiencies and Reduce Costs

Fonality’s Call Center solution saves your business money while increasing the overall efficiency of your operations.

We chose Fonality based on price and functionality. PBXtra Call Center Edition included all of the standard call center features we needed, such as recording inbound calls and call queues, at 1/6 the price of Avaya.
— YourLeadSource.com
  • Mobility/Distributed Call Centers lower operating costs and enhance productivity. PBXtra Call Center Edition with HUD Agent lets you build virtual call centers with remote agents and enables agents to take calls from their cell phones or analog home phones when they are out of the office.
  • Operator Panel provides real-time call controls that let you know which agents are on the phone and who they are talking to. Additionally, calls can be dragged-and-dropped to an agent’s extension, voicemail, or to a personal or company-wide hold area.
  • VoIP Ready with PSTN Rollover lets you to move to VoIP with all its cost advantages, while ensuring unbroken connection in the event of Internet outages. (For more details on ensuring that your company is ready for VoIP, read Fonality’s white paper VoIP Without Hype).

Enhance Management and Reporting

Call center reporting capabilities gives your sales managers and marketing teams the call reporting information they need to manage properly and make better decisions.

Fonality’s engineers optimized our PBXtra system to be very efficient, with long uptimes and high availability, which enables us to handle 5,000 calls in an eight-hour period.
— Crusecom, Oscoda, MI
  • Real-Time Reports provide accurate, up-to-date information about your call center activity. PBXtra Call Center solution with HUD Agent gives you extensive company-wide reports, including number of callers in your queues; wait times and drop-off rates; agents logged in; agents on calls; and call logs detailing inbound, outbound, queue, and abandoned calls.
  • Call Monitoring and Barging enables background call monitoring for training and regulatory purposes. You can also actively barge calls for better customer service and handling of complaints. PBXtra Call Center solution with HUD Agent has permissions built in so that only selected employees can monitor and barge calls.