The Global Association for Contact Center Best Practices & Networking

DALLAS, January 25, 2011 -- Fonality, a communications company, today launched a Unified Communications platform as part of the Fonality Connect cloud-communications solution.

Now, small and mid-size companies can leverage Fortune 500-type Unified Communications and contact center capabilities with advanced features such as drag and drop call management, real-time contact center metrics, and visual voicemail with simplicity and affordably through the cloud.

Fonality Heads Up Display (HUD) is Fonality’s dynamic user-friendly Unified Communications dashboard that connects phones, desktop and important business applications into a single, unified, easy to use interface. Most knowledge workers waste hours each week seeking information or attempting to contact customers, partners or colleagues. The Unified Communications functions of Fonality HUD for Connect enables businesses to communicate more efficiently and streamline processes to dramatically improve productivity.

"Small and mid-size businesses are the backbone of our economy, and Fonality is enabling these companies to communicate better and make faster decisions," said CEO Dean Mansfield. "Bringing Fonality’s cloud-based Unified Communications capability to small and mid-size businesses streamlines how companies interact and collaborate at a price point they can afford. Quite simply, we’re going to change the way these businesses communicate."

The system offers presence and activity monitoring, along with email and text capabilities. A "find me/follow me" features allows users to customize how they are contacted, and by whom. For instance, calls can be programmed to reach desktop phones and mobile phones simultaneously. Unified messaging is also possible with email, SMS and Microsoft Outlook contact integration.

"It’s the perfect system," said Stacy Gentile, president of Invigra Sales. "I couldn’t ask for anything more. We improved customer response time and now have instant collaboration between employees. Fonality’s solutions help us be more responsive to our customers."

Fonality HUD’s advanced features can display every aspect of the contact center environment, including a color-coded status of the customer service or sales team and their interaction with current callers, as well as those in the queue. The system can also be seamlessly integrated with critical business applications like SalesForce, NetSuite or SugarCRM to provide real-time information to improve the customer experience.

With Fonality HUD, managers have a 360 degree view of all activities, including call status and performance metrics. The Fonality HUD for Connect system also enables "drag and drop" capabilities to share calls, or for colleagues to join the call in whisper or barge mode. Features also include audio conferencing, secure chat, photo caller ID, visual voicemail, email/text, ring-back and on-the-fly call recording.

Designed for small and mid-size companies, Fonality offers VoIP, Unified Communications and contact center solutions that are simple to use, affordable and easy to deploy. The company’s cloud-based model provides the same services of traditional on-premise IP systems without costly hardware, infrastructure or lengthy implementation cycles. Total cost of ownership is dramatically reduced by 50 percent, or more, while users enjoy access to powerful communications services usually reserved for the largest of companies.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.businesswire.com

About Fonality:
Fonality is North America’s fastest growing business communications company and a leading provider of cloud-based, VoIP phone and Unified Communications solutions for small and mid-sized 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-standards based communications software.