PBXtra Unified Agent from Fonality, announced today, combines phone system, call center, and CRM capabilities to provide a complete view of contact center operations. With Salesforce CRM and PBXtra Unified Agent, companies can increase close rates, revenue and profits, while providing much better customer service and dramatically reducing sales and support costs.

 "The Frankenstein, bolt-on products from other telephony vendors provide only basic screen pops or click-to-call features. Fonality has a much more sophisticated approach for delivering feature-rich, end-to-end contact center solutions," said Corey Brundage, vice president of marketing and product management at Fonality. "PBXtra Unified Agent is the only offering available today that immediately impacts a contact center's top and bottom line without the need for professional services or a six-figure capital expenditure."

For less than $20/user per month*, PBXtra Unified Agent delivers an immediate return on investment. Agents benefit from productivity enhancements and timely access to more accurate and complete information so they can do a better job selling to and supporting customers. Managers gain deep visibility into real-time and historical agent call activity within Salesforce CRM so they can make more intelligent business decisions based on accurate data.

“Today, contact center managers are often faced with inaccurate or missing data and agents struggle with cumbersome CTI applications, resulting in a poor customer experience,” said Richard Gonzales, president of Buvelo Solutions, a salesforce.com consulting partner. “PBXtra Unified Agent solves these problems with a unified solution that helps managers and agents use Salesforce CRM more effectively than ever before.”

With PBXtra Unified Agent managers can easily measure, test, and improve sales and support processes, view the effectiveness of human resources, salvage opportunities or identify lapses in service level agreements. PBXtra Unified Agent includes the following features for managers:

• Track and record all call data in Salesforce CRM automatically
• View customer call histories
• Understand how call follow-up times impact profitability
• Find out the number of calls it takes to convert a lead to a sale
• Determine which agents are the most responsive
• Visually rank agent calling frequency and duration
• Instantly report all leads not called within a specified period

For agents, PBXtra Unified Agent eliminates the need to enter call information or attach recorded calls to Salesforce CRM. In addition, the solution includes the following time-saving productivity enhancements and improvements to information access:

• View desktop alerts with inbound caller name, number, even deal size
• Advanced screen pops instantly provide all caller records and history
• Note-taking window launches automatically for immediate data entry
• Inbound calls are automatically directed to the contact or opportunity owner

“PBXtra Unified Agent’s deep integration with Salesforce gives our customers even more value from their CRM installations,” said Clarence So, CMO, salesforce.com. "Thousands of customers have installed applications from the Force.com AppExchange because partners like Fonality are offering innovative tools that expand the capabilities of Salesforce CRM."

PBXtra Unified Agent also provides the advanced IP-based business phone and call center features in Fonality’s award-winning PBXtra Call Center system. PBXtra Call Center is designed for companies with customer sales and support teams that handle high-volume customer inquiries, and includes standard call center agent features, and unlimited queues, A.C.D., skills-based routing and queue reports. When used with Fonality’s HUD Agent, PBXtra Call Center enables additional capabilities such as on-the-fly call recording and call monitoring and barging.

About Fonality

Fonality, www.fonality.com, is a leader in open source phone systems and contact center solutions for small and medium-sized businesses. Used by more than 5,000 companies and 125,000 end users in more than 100 countries, Fonality's award winning IP-PBX VoIP phone systems have connected more than 350,000,000 mission critical phone calls. The PBXtra and trixbox® Pro product lines are based on Fonality's patent-pending Anywhere Management™ Hybrid-Hosted™ architecture, and deliver the advanced capabilities of an enterprise-class phone system for 40 to 80 percent less than traditional offerings. Fonality's fully free and open source telephony platform, trixbox CE (www.trixbox.org), is home to one of the world's largest and fastest growing communities of open source telephony users, with more than 200,000 live deployments and 125,000 new downloads each month. Fonality’s headquarters are in Los Angeles with additional offices in Australia and Argentina. Company investors include Draper Fisher Jurvetson Growth Fund, Intel Capital, and Azure Capital Partners.