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April 30, 2009
Fonality Posts 162 Percent Growth, Intros New Products
TMCnet Contributing Editor
A Culver City, California-based commercial grade vendor of open-source IP phone systems, Fonality, Inc., reportedly has registered 162 percent growth in the past year.
The company also reported positive cash flow, zero debt, and an eight-figure cash reserve in the bank.
“The secret to a great business is to enter a big market with a better product, at a lower price, and to do so profitably. Fortunately, the technology sector makes this formula more possible than in any other industry,” said Fonality (News - Alert) CEO Chris Lyman. “And, we aren’t stopping there. In the first quarter of 2009 we invested 16 percent of revenue back into R&D. Compare that to Avaya (News - Alert) at 8 percent and you see how serious we are about continuing to innovate.”
Fonality attributes its success to increased sales of applications, call center software, and larger customers purchasing multi-site systems. Since the onset of the recession last fall, Fonality has seen a 52 percent rise in sales from companies with more than 20 employees.
Seekign to meet the increasing demand, Fonality introduced two new products:
- The new Unified Agent Edition from Fonality allows customers to connect Salesforce.com (News - Alert) to their phone system more effectively. The solution sends desktop alerts to agents informing them of how many dollars a call is worth before they answer the phone. Supervisors, on the other hand, use the Salesforce.com interface to find out how long it takes to call leads back, which salespeople are the most productive, and which customers are being neglected.
- The HUD Queues allow call center supervisors and agents to check, in real time, the health of their queues including information on agents, holding callers, abandoned vs. completed call stats etc.
Fonality monitors its own inbound technical support calls through HUD Queues. In doing so, it has reduced abandonment by 37 percent and improved customer satisfaction by 17 percent.
“2009 is the year you have to grow by being smarter; not by doing the same thing for longer,” Lyman said. “At Fonality, we are committed to building products that improve not only our efficiency, but yours as well.”
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Divya Narain is a contributing editor for TMCnet. To read more of Divya’s articles, please visit her columnist page.
Edited by Michael Dinan