The search for a communications solution
Mr Chandoke was aware of Fonality, but didn't have a thorough understanding of the company's products and services. After investigating, Mr Chandoke found that Fonality phone systems offered the exact functionality needed for R'Concepts to better serve its customers.
Modern features such as monitoring, call queuing, barging, recording, data analysis and a comprehensive heads up display (HUD) would enable R'Concepts' employees to work more efficiently. Moreover, the hosted structure could help the call centre reduce costs while unlocking a level of flexibility that no PBX system could ever hope to achieve.
Implementing a hosted phone system
Difficulty of use is one of the key barriers preventing Australian businesses from adopting unified communications systems, but Mr Chandoke found Fonality simple to set up. Initially, he relied on support to help create queues for different customers, but after a few short months, he had developed a good understanding of the system and felt confident tweaking the settings himself.
"Once you develop an understanding of how the process works, it's fairly straightforward to set it up yourself. I've been doing it for around five years now," said Mr Chandoke. Aside from the aforementioned features, the thing that most drew Mr Chandoke to Fonality was the quality of service. "Other providers have approached us. We've tested the line and the quality we get from them just doesn't compare to the quality of service you get from Fonality, especially at the price point," he said.
A slew of modern features, combined with crystal-clear lines made Fonality the obvious choice for Mr Chandoke. The flexibility associated with a hosted communications phone system has allowed R'Concepts to operate more efficiently and ultimately offer greater service to its clients.