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3rd Party Remote Call Monitoring Feature

August 15, 2014

Fonolo Doubles Revenue, Makes New Partnerships

By David Delony, Contributing Writer

Fonolo (News - Alert), which serves contact centers and their evolving communication needs, announced this week that is has achieved record growth and formed two new partnerships with Avaya (News - Alert) and Twilio.

“These impressive results reflect an increasing demand in the market for innovative, cost-effective customer service solutions like Fonolo," said Fonolo CEO Shai Berger (News - Alert). "The focus on building strategic partnerships has created new opportunities for us to expand our market reach and develop innovative new features."

The startup distinguishes itself by eliminating one of the most annoying parts of customer service: waiting on hold for the next available operator. Instead, the company calls customers back when an operator is free. This leads to more satisfied customers and fewer abandoned calls.

Fonolo cited a Forrester Research (News - Alert) report that said that more than 75 percent of callers wanted this feature. The company claims it’s saved more than 10 million minutes in hold time.

The company said that it more than doubled its revenue in the past fiscal year ending in April by expanding into three new industries: banking, healthcare and utilities.

Fonolo has also partnered with Avaya in its DevConnect program. The company is offering its In-Call Rescue queuing product through Avaya’s channel partners in 47 countries. Avaya has also tested compliance with 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 easy for them to add call-back functionality. We are pleased to have Fonolo join our developer community," Eric Rossman, vice president of of developer relations for Avaya, said.

Fonolo has also become a full member of Twilio’s (News - Alert) partner program and is planning to use Twilio’s 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,” said Rob Brewster, Twilio’s vice president of channel sales.




Edited by Alisen Downey
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