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Driving Customer Satisfaction with Fonality Phone Systems

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June 27, 2008

Driving Customer Satisfaction with Fonality Phone Systems
By Erik Linask
Group Managing Editor

The problems small and mid-sized businesses face in terms of communications solutions are not new — the enterprise has traditionally been the initial target of new technologies. The problem is that enterprise-grade technology tends to be outside the financial reach of most SMBs, but the features are, nonetheless, what the need in order to enhance their operations and remain competitive.

The same holds true in the contact center space. In fact, most SMBs shy away from call center technology because they think they can’t afford it. But today, there are alternatives for the smaller call center, such as Fonality’s PBXtra Call Center Edition. For any business with high inbound call volumes, Fonality’s (News - Alert) PBXtra solution offers the ability to move to a contact center model, at a price SMBs can afford.
Fonality’s IP PBX, along with its desktop agent, HUD, allows for more effective customer service on inbound calls. Call queuing and ACD capabilities allow appropriate prioritization and routing of calls, including the ability to create personalized audio announcements, queue limits, and time between calls for each agent. Customers can be routed to the most appropriate agent based on the number dialed and menu options, they can be placed into a random or round robin sequence, or even using skills-based routing to maximize on the most talented agents. Regardless of the specific routing scheme, they are all designed to facilitate quicker call handling and increased customer satisfaction.
In addition, PBXtra Call Center Edition and its HUD agent has been designed to integrate into a variety of popular Web-based CRM systems —like SugarCRM (News - Alert) and — to help close leads and maintain accurate accounting of customer contacts. The solution includes a number of productivity enhancing features, including initiating Web searches, CRM lookups, and ticket lookup, based on incoming Caller IDs. 
With these features, integration with other call center applications, and the inherent functionality of PBXtra and HUD, SMB call centers immediately have the tools at their disposal to further develop their agents into customer service assets, ultimately creating a significantly enhanced customer service experience.
It has been well published that contact center experiences are a key driver of customer satisfaction (or dissatisfaction) — and consequently, are directly related to attrition and retention figures. No contact center, no matter how small, can afford to be without an advanced solution, and with the Fonality solution, they don’t have to.
Erik Linask (News - Alert) is Group Managing Editor of TMCnet, which brings news and compelling feature articles, podcasts, and videos to nearly 3,000,000 visitors each month. To see more of his articles, please visit his columnist page.
For more on affordable solutions for the SMB market, visit the Fonality Phone Systems global online community on TMCnet.

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