• August 8, 2012

Fonality Enhances Contact Center Features for HUD Mobile

Fonality, a provider of IP-based business communications solutions for small and midsized businesses (SMB), today announced a new release of the Fonality Heads Up Display (HUD) Mobile application, delivering extensive contact center features among other enhancements. 

The application now offers users 100 percent management and visibility of individual queues over tablets and mobile smartphones. In addition, the solution can now be accessed by Fonality's end users across its entire cloud-based and hybrid-hosted product line including: Fonality ConnectFonality PBXtra, and Fonality trixboxPro.

HUD Mobile empowers the mobile workforce with cloud-based Voice over Internet Protocol (VoIP) communications and contact center capabilities in a single-view, secure interface via Apple or Android platforms. 

"Mobility is without question a must-have to drive productivity, especially for SMBs, and we've already seen broad adoption of Fonality HUD Mobile," said Fonality's chief technology officer, Rick Bushell, in a statement. "By enhancing contact center features and making the app available to our entire solution base, all of our customers can work from anywhere, anytime. We are committed to delivering smart, simple, and affordable business phone solutions to small businesses. HUD Mobile and the upcoming feature releases were designed to help our customers communicate more efficiently, giving them the competitive edge they need for growth."

The exclusive Fonality HUD Mobile technology brings the entirety of the contact center environment on-the-go. All activities in the queue, including current and pending calls, can be accessed, complemented by real-time performance metrics for quality control. Managers enjoy a 360-degree view of all communications, including color-coded agent status, call types, and duration. In addition, they can record calls on-the-fly or join through barge, monitor, or whisper modes. Agents can also log in and out of queues to maintain high levels of customer service.

Fonality HUD Mobile creates the same experience as its desktop counterpart. The mobile solution connects phones, desktops, and critical business applications with access to presence and collaboration capabilities. Find me/follow me provides seamless connectivity between desktop and mobile devices, along with unified messaging and Microsoft Outlook integration. For improved productivity, other features include company directory, visual voicemail, virtual conference room access, as well as photo caller ID, ring-back, and on-the-fly call recording. To control costs and preserve cell minutes, Wi-Fi connectivity can also be activated.

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