Award-winning call center features

Award-Winning Call Center Solution

Get queues, on-demand recording, reporting and more.

Whether you have five employees or 500, your callers need to reach the right person quickly and painlessly. We also know you need call reporting at your fingertips so you can make the right decisions, quicker.




Your Fonality phone solution comes with 6* built-in Contact Center tools:

1420847678_checkmark-korganizer_copyUnlimited queues: Shorten wait times by routing calls to the first available agent.

1420847678_checkmark-korganizer_copyOn-demand Recording: Record calls with a click for quality assurance and training. 

1420847678_checkmark-korganizer_copyRemote worker support: Empower remote teams using the included desk phone, softphone, and HUD Mobile app.

1420847678_checkmark-korganizer_copyDaily reporting: See how callers interact with your team and when to schedule staff with automated email reports.

1420847678_checkmark-korganizer_copyWeb Launcher: Help callers faster with easy integrations.

1420847678_checkmark-korganizer_copyClick to Dial: Dial a number from Outlook emails or web pages with one click.


*Included in Professional and Ultimate editions using Heads Up Display (HUD).



PLUS Gain 7 advanced features with our advanced call center agent license for just $10 more per license/per month.

1420847678_checkmark-korganizer_copyUpgraded queues: Nothing simple about these queues. Customize for level one support, by individual, and more.

1420847678_checkmark-korganizer_copyQueue priority: Ensure your most critical calls don’t wait by deciding which queues take priority. 

1420847678_checkmark-korganizer_copySkills-based routing: Increase productivity and revenue when you send more calls to experienced staff. 

1420847678_checkmark-korganizer_copyCustom call routing: Route callers to the right place quickly using any of 7 automatic call distributor (ACD) types. 

1420847678_checkmark-korganizer_copyBarge, Monitor, Whisper: Instant training, coaching, and customer satisfaction tools built into HUD.

1420847678_checkmark-korganizer_copyReal-time metrics: Use to improve customer service, maximize payroll, and even refine business hours.

 1420847678_checkmark-korganizer_copyGraphical reporting: Make sure you’re staffed properly when you can see spikes in volume via performance graphs.

Every Ultimate Edition subscription includes these advanced features. Or, Professional Edition subscribers can add them for just $10 per user per month. 



See how our call center features can help your business.

1-466535734060.jpgMy IT director told me about Fonality. We decided to get in contact with them because it has a number of features. The call center features is what sold us. We had a different provider before and were maxed out with them as far as the number of extensions so we needed to upgrade. The feature we mostly use from Fonality is the call queue. We use it for inbound sales. We are able to be a lot more efficient and handle more calls because we can now have multiple phone lines with this system.2-210.jpg

- Ben, OH