Ss fonality connect+ contact center myths vs realities mar 11

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Ss fonality connect+ contact center myths vs realities mar 11

  1. 1. Contact Centers: Myths and Realities To learn more, please visit fonality.com or call 877- FONALITY Whether you refer to them as customer service representatives, call agents, or sales representatives, your business relies on these employees for constant communications with both your current and potential customers. The ability to improve communications at every touch point within your business is an essential practice to remain competitive within the market. Unbeknownst to many small and midsize businesses, contact center (also known as call center) features built into your communication solution can increase business proficiencies, improve employee productivity, and further advance internal and external communications. Reality: Myth: Reality: Myth: Reality: Myth: Reality: Myth: I don’t consider my business to be a contact center. Regardless if your business is truly a contact center by nature (accepting inbound or making outbound calls to service or sell a product), or a growing company accepting inbound sales calls, your company can be considered a candidate for contact center features. My business is not big enough to need contact center features. While contact centers are typically depicted as large organizations, which are outsourced overseas with multiple rows of attendants accepting inbound calls, contact centers features can be leveraged for as few as two employees to improve your customers’ experience and increase productivity. I can’t afford Contact Center features for my business. Contact Center features are more affordable than you may think. By utilizing a cloud-based hosted communication solution with contact center features you can easily reduce your current costs by up to 50% over traditional contact center constructs. I can get by with the phone system I have now. Your current phone system may not have the flexibility to meet the dynamic demands of your customers into the future. Deploying a contact center solution will increase productivity, improve customer satisfaction, and help you to differentiate your business from your competition. Research indicates that customers are willing to pay a premium for products that are supported by outstanding customer service.
  2. 2. To learn more, please visit fonality.com or call 877- FONALITY Business Impacting Solution A Fonality contact center solution can turn your customer interaction process from reactive to proactive. When you receive a call, it can be routed to either the first available attendant or the attendant with the skills to match the customer’s needs. After the call is received, provide a more personalized customer experience by using our CRM integration capability which integrates with popular systems such as Salesforce.com or any web-based CRM system. By instantly populating customers’ historical information, CRM integration enables you to serve your customers more efficiently. What features can my business benefit from? Improve Business Productivity According to a recent Webtorials study, knowledge workers spend 50% of their workdays on unproductive but necessary tasks like scheduling meetings, tracking down colleagues, customers, or partners to find information and make decisions. “The impact of inefficient communications shows a need for immediate change”, said Steve Taylor, editor-in-chief and publisher for Webtorials. Fonality Heads-Up-Display can streamline these operations in order to increase productivity and better serve your customers. Contact Center Feature Description Benefits Skills-based Routing Direct the call to the agent whose skills match the customer’s needs Increase customer satisfaction by immediately directing them to the agent who can serve them most effectively Automated Call Distribution Decide how to direct inbound calls to your sales agents or service representatives Increase productivity and avoid wait times CRM Integration Seamlessly access customers’ historical information when they call in, or be alerted through screen pops Increase customer satisfaction with detailed customer information at your fingertips Multiple Auto Attendants Allow the caller to self-direct to the appropriate agent to meet their needs Customers can get to their destination faster, reducing wait time and frustration Powerful Call Metrics View graphical reports on every detail of your call queues, such as abandoned calls, completed calls, hold time, average call length, agent productivity, and much more Learn more about your call processes, so that you can be more knowledgeable about how to improve the effectiveness of your business Call Monitor, Barge and Whisper Monitor calls, join the call, or speak to the agent during the call in whisper mode Monitor your agents in real-time and assist them to fulfill customer needs
  3. 3. Interactive Desktop Client Fonality Head-up Display (HUD) is a powerful business tool that connects your phones, desktop and important business applications into a single unified, easy-to-use interface. HUD streamlines your communication and collaboration needs for every medium directly at your fingertips, by eliminating the hassle of searching for people and information and increasing your productivity levels. HUD Queues is Fonality’s contact center version of HUD. Simplify tasks by providing a real-time, in-depth view of contact center operations and statistics by using color-coded user status to give you an overarching map of office activity. With the easy-to-use interface indicating who is logged into a queue, who is on a call, and what calls are waiting to be taken. Managers have the ability to monitor, record, and track calls either from the office or on the go with our mobile application on the iPhone or Android. As the vital link between your customers and your business, a contact center solution should be at the heart of your business. A Fonality solution can provide your employees with the tools they need to streamline the customer contact processes and ensure customer satisfaction reaches an all-time high. Most importantly, Fonality can provide this solution without the high capital expense incurred from legacy on-premise communication providers. Based on a May 2011 study by Distributed Networking, Fonality customers save an average of 23% as compared with traditional contact centers and report an average employee productivity increase of 14%. Make an impact on your business communication solution by making it more efficient. Learn more about Fonality contact center features for small and midsize business as well as other Fonality solutions by visiting www.fonality.com or calling 1-877-FONALITY. Fonality is North America’s fastest growing business communications company and the only provider of cloud-based, open source VoIP, Unified Communications and contact center 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. Investors include Draper Fisher Jurveston, Intel Capital and Azure Capital Partners. Visit fonality.com for more information or call 877-FONALITY.

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