The app offers a contact center environment to provide managers with a view of all communications activities.
specialist Fonality unveiled Heads Up Display (HUD) Mobile, an application
designed for small and midsize businesses. Through the flexibility of Apple or
Android platforms, HUD Mobile delivers access to cloud-based voice over IP,
unified communications (UC) and contact center solutions with a single, secure
and user-friendly interface. Based on the desktop version of Fonality HUD, the
mobile solution is designed to deliver the same information and communications
experience on the go.
According to an upcoming SMB
study on mobility trends by Webtorials, 49.2 percent of SMB employees are
mobile at some point during their day, spending approximately four hours
working while away from the office. This creates the potential for productivity
drain among SMB knowledge workers, who, as concluded in a January 2011
Webtorials study, waste nearly two days per month attempting to contact
customers, partners and colleagues, or trying to find related information. This
gap in efficiency can be bridged with an effective UC solution, Fonality said.
Fonality HUD Mobile offers a
contact center environment to provide managers with a 360-degree view of all
communications activities, including color-coded agent status, call types and
duration. Agents can log in and out of queues, regardless of location, while
call managers can quickly record calls or interact through barge, monitor and
whisper modes to improve customer service.
"Our employees are
constantly in the field, and maintaining consistent communications has always
been a major challenge," said Ty Sturdivant, CIO of Whirlwind Steel, who beta-tested
the application. "With Fonality HUD Mobile, we are no longer impeded by the
inability to access and share information in a timely manner. Now, we're more
productive and can meet the needs of our customers faster than ever, regardless
of our location. Plus, we're lowering our expenses by using a voice over WiFi
connection whenever possible. This has become an invaluable tool for supporting
our business and growth objectives."
Features include voice over
WiFi calling to preserve minutes and reduce mobile costs by approximately 56
percent, real-time presence and collaboration capabilities, instant access to
company directory, visual voice mail and virtual conference rooms, and "find
me/follow me" functionality for seamless connectivity between desktop and
mobile devices. Among other features are unified messaging and Microsoft
Outlook integration; advanced call management, allowing managers to monitor,
whisper or barge contact center calls; seamless call transfer to and from
mobile and office phones; and additional tools, such as secure chat, photo
caller ID and on-the-fly call recording.
"SMBs cannot afford to be
out of touch with customers and colleagues for extended periods," said Fonality's
chief technology officer Rick Bushell. "For fast-growing companies, it's
imperative to make important decisions at a moment's notice. Fonality HUD
Mobile empowers businesses to work smarter and faster by sharing the right
information with the right person at the right time. Users can not only be more
responsive, but more effective in their response, which can dramatically
improve customer satisfaction and profitability."