SOURCE: Fonality

April 13, 2010 09:00 ET

Fonality and SugarCRM Partner to Provide Contact Center Solution

Fonality's Phone System and SugarCRM Connectors Deliver Robust, Open Cloud-Based Solutions for Sales and Support

SAN FRANCISCO, CA--(Marketwire - April 13, 2010) - Fonality, Inc. (www.fonality.com), a leading provider of cloud-based business phone systems and SugarCRM, the world's leading provider of open source customer relationship management (CRM) solutions, today announced a partnership to bring together the power of cloud-based telephony and CRM tools for companies of all sizes. As part of this partnership, SugarCRM is proud to announce that Fonality has joined the SugarExchange Program as the Preferred Telephony partner. The announcement was made at SugarCon, SugarCRM's annual user and developer event being held at The Palace Hotel in San Francisco, CA.

"With the addition of Fonality as SugarCRM's Preferred Telephony partner, our customers can now quickly and easily add powerful, cloud-based telephony capabilities to their CRM deployments," said Clint Oram, co-founder and vice president of products at SugarCRM. "We are excited to see how SugarCRM users leverage the power of open telephony solutions to enhance their critical customer-facing processes."

The solution provides two levels of integration for customers. A Basic Connector enables core capabilities such as screen pops and click-to-call using your Fonality phone system from your SugarCRM web interface. The two companies also offer an Advanced Connector, based on Fonality's PBXtra Unified Agent Edition, which provides a wealth of capabilities for contact centers.

"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 Dean Mansfield, CEO of Fonality. "Our connectors solve these problems by creating a unified solution that helps managers and agents use SugarCRM more effectively."

The Advanced Connector is customized to customers' needs and allows managers to easily measure, test, and improve sales and support processes, view the effectiveness of human resources and salvage opportunities or identify lapses in service level agreements. Managers can use this functionality to:

  • Track and record all call data in SugarCRM 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, Fonality's Connector can eliminate the need to enter call information or attach recorded calls to SugarCRM. In addition, the solution can be customized to include time-saving productivity enhancements and improvements to information access such as:

  • 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 

"CRM and telephony go hand in hand. This partnership combines two of the most mission critical sales and support tools into one solution," said Clint Oram, co-founder and vice president of products at SugarCRM. "Sugar and Fonality's integration is delivered in the cloud, which means that businesses do not need to dedicate significant internal resources toward the implementation or deployment of this powerful technology."

About Fonality
Founded in 2004 and headquartered Culver City, CA, Fonality is the only provider of cloud-based, open source IP-PBX business phone systems and Unified Communications solutions for small to medium-sized businesses. Investors include Draper Fisher Jurvetson, Intel Capital, and Azure Capital Partners. For more information, visit www.fonality.com.

For more information, please contact Fonality at (888) 768-3770 or visit http://www.pbxtra.com.

About SugarCRM
SugarCRM is the world's leading provider of open source customer relationship management (CRM) software. Over 6,000 customers and more than half a million users rely on SugarCRM to execute marketing programs, grow sales, retain customers, and create custom business applications. Leading publications such as CRM Magazine, InfoWorld, and eWeek praise SugarCRM for its ease-of-use, flexibility and open design. SugarCRM runs on the leading cloud computing platforms, including EC2, Microsoft Azure, Sugar On-Demand and Private Clouds, offering customers unparalleled choice and control of their data and deployments.

For more information, call (408) 454-6900 or 1 87 SUGARCRM toll-free in the US, e-mail contact@sugarcrm.com, or visit http://www.sugarcrm.com.

Contact Information

  • CONTACT: Amy Shugart @ Fonality, 310-861-4300, x6162