Improve Call Routing Flexibility

Sophisticated call routing capabilities give managers a wide range of options. They can connect Inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the Individual customer's needs.

Reduce Costs & Increase Efficiency

Businesses can support agent specialization and consolidate resources across sites to help build a more efficient, less costly call center. Managers can choose whether Inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer's needs. Virtual routing allows businesses with multiple sites to maximize resource utilization across all locations.

Deliver Personalized Service

The system allows managers to route calls to agents with specialized knowledge of products or processes, allowing them to provide Informed, personalized service. Add Fonality's advanced CRM Integration capabilities and automatically launch CRM records with Important customer Information at the time of the call.