Get Your Callers to the Right Person, Right Away

Not every business has a formal contact centre, but most can benefit from a contact centre solution. 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.  

 

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*