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    Fonality Contact Centre

    Get Your Callers to the Right Person, Right Away

    Not every business has a formal contact centre, but most can benefit from contact centre functionality. That's why Fonality includes unlimited queues for all employees. Now you can create queues for different departments and any employee, at any time, can be a member of every queue for no additional charge.

    For customers who want even more call centre functionality, advanced contact centre functionality can be added to our Connect and Connect+ editions.  

    Learn More about Fonality's Contact Center Features

    Even if you don't have a formal contact center, you can still benefit from the unlimited queues included with every Fonality solution.


    Automatic Call Distribution  

    Automatic Call Distribution

    Route your callers to agents based on their availability 

    Unlimited Queues   Unlimited Queues

    No limits; it’s easy to create queues for departments or individual users 

     Skills-based Routing  

    Skills-Based Routing

    Leverage agent skill levels for increased productivity and revenue: send more calls to your experienced agents, fewer calls to those in training

     Barge-Monitor-Whisper  

    Barge, Monitor, and Whisper

    Monitor customer calls for training and quality; give direction for agent ears only; allow managers to take over trickier calls when required*

     Contact Center Metrics  

    Real-time Metrics

    Convenient dashboard view of call queues, volumes and available agents 

     Call Recording  

    On-Demand Call Recording

    Record and store agent calls on the fly for training and review* 


    You don’t need 100 employees in a big room with cubicles and headsets to manage your calls and coach your employees just like a sophisticated contact centre. Fonality makes it easy to deliver the best possible service for a fraction of the price of traditional contact centre software. Our contact centre experts are available to discuss how this functionality might be put to work for you.

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