Fonality Collaborates with trixbox and salesforce.com
Source: www.voip-news.com
There’s a new product available that combines elements of trixbox Pro Unified Agent Edition and salesforce.com’s AppExchange. Fonality’s trixbox Pro Unified Agent Edition can be obtained from Fonality Australia.
The collaboration of the two innovative systems provides a unique customer centric view of a company’s telephony interaction and contributes to the customer value creation.
Fonality Australia director, Marc Englaro said that it used to take time and budget to create the kind of deep integration between a CRM and a phone system.
“Fonality is creating a clear channel between the two systems and helping organisations get a complete picture of the interactions with a customer or prospect. Fonality is the first company to provide automatic logging of phone calls into Salesforce.com. No longer do the sales and service representatives have to manually log calls into the CRM system. Now, all inbound and outbound calls are automatically matched with the corresponding record in Salesforce.com, and call data is captured and logged,” said Fonality Australia director Marc Englaro.
According to the companies:
The Fonality UAE value creation process is driven by the following features:
- Performance Management:
- Automatic Call History provides a detailed history of who employees are calling and the duration of each call.
- Integrated Call Recording allows any call to be recorded from the PBX system and attached to the corresponding record in Salesforce.com.
- Lead Management Reporting provides reports on how many calls were required for conversion, lead activity, etc.
- Agent Activity Reporting ranks agents based on activity and productivity.
- Outbound Call Reporting shows which reports are busiest on the phone, how many calls have been made to leads and customers.
