Fonolo Continues to Strengthen its Contact Centre Patent Portfolio

Fonolo, the pioneer in cloud-based call-back solutions for the contact centre, has further strengthened its patent portfolio around cloud-based call centre services in general, and call-back solutions in particular. The company was recently awarded two new patents, bringing its portfolio to 12 awarded patents in the US and five in Canada, with more applications currently pending.

United States Patent 9,509,844, titled, “System and Method for Indexing Automated Telephone Systems” covers fundamental cloud-based call center modular structure management. United States Patent 9,686,408, with the same title, covers indexing of interactive response systems and their associated databases. These seminal patents have priority dates of early 2007 and great life remaining due to adjustments in patent terms. They provide broad coverage on fundamental technology around cloud-based call center services.

Fonolo has a very strong IP position surrounding call center call-backs, especially when these new patents are combined with the company’s existing portfolio. In particular, the 2016 patent titled, “System and Method for Replacing Hold-Time With a Call-Back in a Contact Center Environment” (United States Patent 9,386,151) is part of this patent family and covers key aspects of call-backs, regardless of whether the deployment follows an on-premise, cloud-based, or hybrid-cloud model.

“We continue to expand our IP scope by filing new applications and actively maintaining a strong, well planned patent portfolio,” said Fonolo CEO, Shai Berger. “These new patents complement Fonolo’s active strategy, putting us in a premium position in the IP landscape for contact center technologies.”

Fonolo continues to develop innovative technologies that transform the way companies interact with their customers, and ultimately improve the contact centre experience.