Fonality Targets Call Centers With Advanced Call Center Features

摘要

I met with Fonality CEO Chris Lyman at ITEXPO andrnhe gave me a demo of HUD 3.0, which includes some very advanced call center features. HUD 3.0 now not only displays the queues, hut it lets you drag-and-drop individual queues off the main HUD client onto your Desktop allowing managers and agents to focus on specific queues of interest. The new versionrnfeatures important statistics such as abandonment rate, average speed of answer, and more. You can see all of your agents in a particular queue and they arerncolor coded to indicate their status (on internal call, on queue call, etc.)