After more than a year of intense testing, iterating, adding and refining features, and acquiring 350 customers around the world, Miami-based Fenero says its Contact Center cloud platform is officially out of beta. Marlon Williams, CEO of the Miami-based company, says Fenero aims to change the way global businesses approach their contact center solutions.
We profiled Fenero in a Startup Spotlight in late 2013, and a lot has happened. To review: Fenero Contact Center platform allows businesses to deal with their contact logistics through a web-browser solution that can be managed within Fenero’s public cloud contact center or operated in a private, managed cloud contact center.
It offers users a suite of applications, some of them new, including automated call distribution, manual, preview and predictive outbound dialing, as well as interactive voice response, live customer chat and email routing. In addition to being free of licensing fees, the Fenero Contact Center solution also supports quality assurance features, call recordings, browser-based screen recording, integrated with quality auditing and agent performance reporting. Users of the service will pay $0.02 cents per minute for calls, $0.02 cents per chat/email, and $0.10/GB for the storage of screen recordings.
Fenero.com is now offering its service to more than 350 businesses, from 2-seat to 400-seat operations, around the world including the U.S., Australia, Colombia, Belize, India and Canada, and the service is already generating six-figure revenues, the company says.
Williams (pictured above), who previously managed the contact center technology operations for a large outsourcing company for 10 years, says the benefits of having a cloud-based solution versus an on-premise one are the low up-front costs, virtual elimination of ongoing systems maintenance by a business’ staff, and the flexibility to scale the service down or up depending on a company’s needs. Fenero is currently a team of seven in downtown Miami.