Fonolo announced that it saved customers more than 72 years of hold time in the last year. That amounts to a staggering 38 million minutes across 3000 different call centre queues.
The company’s growth accelerated as organizations across many different verticals – including retail, financial, and healthcare – sought to improve the call center experience.
“Today’s consumers are more demanding than ever. Call center managers know that leaving a caller on hold is a definite path to frustration, so they are turning to innovative solutions like Fonolo,” said Shai Berger, Fonolo CEO. “This growing demand allowed us to double our sales team, significantly grow our customer base, and achieve eleven consecutive quarters of profitability in the process.”
Fonolo’s Mobile Rescue product, which allows consumers to seamlessly transition from a mobile app experience to live agent conversation, also saw an increase in demand. One credit union client, serving over 50,000 members, successfully deployed Mobile Rescue and discovered immediate improvements in customer satisfaction.
“Companies today have to support multiple channels of communications with their customers. Fonolo enables smooth transitions between those channels, so that customers don’t have to start over, wait on hold, or repeat any information to an agent,” said Berger.
Other notable accomplishments by the company include:
- Substantial growth in its wholesale channel, with world-class BPO partners like Acticall Sitel Group, now significantly contributing to revenue;
- The availability of IPSec VPN connections for customers connecting to the Fonolo cloud via direct SIP or via a hybrid appliance option;
- Compliance with the IP Office Platform from Avaya, one of the most widely deployed midmarket business communications solutions in the world; and
- The addition of three new patents to its intellectual property portfolio, for a total of 17 key patents on call centre technology, with more applications currently pending.