PRESS RELEASE: Fonolo, the company that improves the call centre experience by replacing hold time with a call-back, continues to build momentum by expanding its portfolio of call-back solutions and developing strategic partnerships with industry leaders, including Avaya and Twilio.
In the past fiscal year (ended Apr 30, 2014), Fonolo has doubled its revenue by adding clients in the banking, healthcare and utilities sectors to its portfolio. The company has also tripled the volume of calls managed through its service, helping organizations save more than 10 million minutes of hold time for their customers.
“These impressive results reflect an increasing demand in the market for innovative, cost-effective customer service solutions like Fonolo,” said Shai Berger, Fonolo CEO. “The focus on building strategic partnerships has created new opportunities for us to expand our market reach and develop innovative new features.”
Key partnership highlights include:
Expanded Avaya Partnership
- Fonolo is a Technology Partner in the DevConnect program.
- Fonolo’s cloud-based virtual queuing product, In-Call Rescue, is part of the Select Product Program and can be purchased through Avaya channel partners in 47 countries.
- Fonolo’s solutions have been compliance tested against Avaya Aura® Communication Manager and Avaya Aura® Session Manager.
“Technology partners like Fonolo are helping small to mid-sized Avaya customers lower costs and enhance the customer experience by making it easier than ever for them to add call-back functionality.” – Eric Rossman, Vice President, Developer Relations, Avaya
New Twilio Partnership
- Fonolo is an official member of the Twilio Partner Program.
- Fonolo will leverage Twilio’s cloud-based communications platform to introduce SMS functionality.
“Innovative companies like Fonolo are showing how cloud-delivered solutions can help businesses improve their customer experience without large expenditures or long development cycles.” – Rob Brewster, VP Channel Sales, Twilio
According to Forrester Research, 75% of callers think the option of a call-back is “highly appealing”. Fonolo’s call-back solution is an easy and cost-effective way for contact centers to improve their customer satisfaction levels, while lowering abandon rates and reducing costs.
Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Learn more at fonolo.com.
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.
Twilio, the software and cloud-based communications platform, enables developers and businesses to rapidly build and deploy communication solutions that meet their specific needs. Whether integrating voice, messaging and/or VoIP capabilities into a web or mobile app or building a complete system like a call center, Twilio removes the traditional obstacles to creating effective communications experiences. Twilio gives businesses the ability to innovate, prototype, create, and connect with their customers at the right time and in the way. The company is privately held and based in San Francisco, California.