The Global Association for Contact Center Best Practices & Networking

August 23, 2011 -- Fonality, a business communications company, today unveiled Fonality Heads Up Display (HUD) Mobile, an application purpose-built for small- and mid-size businesses (SMBs). Through the flexibility of Apple or Android platforms, Fonality HUD Mobile delivers access to cloud-based VoIP, Unified Communications (UC) and contact center solutions with a single, secure, user-friendly interface. Based on the desktop version of Fonality HUD, the new mobile solution delivers the same information and communications experience on-the-go.

"SMBs cannot afford to be out of touch with customers and colleagues for extended periods," said Fonality’s Chief Technology Officer, Rick Bushell. "For fast growing companies, it’s imperative to make important decisions at a moment’s notice. Fonality HUD Mobile empowers businesses to work smarter and faster by sharing the right information with the right person at the right time. Users can not only be more responsive, but more effective in their response, which can dramatically improve customer satisfaction and profitability."

Fonality HUD Mobile addresses the unique demands of an expanding mobile workforce. According to an upcoming SMB study on mobility trends by Webtorials, 49.2 percent of SMB employees are mobile at some point during their day, spending approximately four hours working while away from the office. This creates the potential for productivity drain among SMB knowledge workers, who, as concluded in a January 2011 Webtorials study, waste nearly two days per month attempting to contact customers, partners and colleagues or trying to find related information. This gap in efficiency can be bridged with an effective UC solution.

Features include:

• Voice over Wi-Fi calling to preserve minutes and reduce mobile costs by approximately 56 percent
• Real-time presence and collaboration capabilities
• Instant access to company directory, visual voicemail and virtual conference rooms
• "Find me/follow me" functionality for seamless connectivity between desktop and mobile devices
• Unified messaging and Microsoft Outlook integration
• Advanced call management, allowing managers to monitor, whisper or barge contact center calls
• Seamless call transfer to and from mobile and office phones
• Additional tools such as secure chat, photo caller ID and on-the-fly call recording

Fonality HUD Mobile offers an advanced contact center environment to provide managers with a 360-degree view of all communications activities, including color-coded agent status, call types and duration. Agents can log in and out of queues, regardless of location, while call managers can quickly record calls or interact through barge, monitor and whisper modes to improve customer service.

"Our employees are constantly in the field, and maintaining consistent communications has always been a major challenge," said Ty Sturdivant, CIO of Whirlwind Steel, who beta tested the application. "With Fonality HUD Mobile, we are no longer impeded by the inability to access and share information in a timely manner. Now, we’re more productive and can meet the needs of our customers faster than ever regardless of our location. Plus, we’re lowering our expenses by utilizing a voice over Wi-Fi connection whenever possible. This has become an invaluable tool for supporting our business and growth objectives."

Designed for SMBs, Fonality offers VoIP, UC and contact center solutions that are simple to use, easy to manage and affordable to deploy. The company’s cloud-based model provides the same services of traditional IP systems without costly hardware, infrastructure or lengthy implementation cycles. .

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.sys-con.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.