News : Fonolo Wins Key Patent on Call-Back Technology for the Contact Center
Toronto, ON, Canada, July 12, 2016 -- Fonolo, a provider in cloud-based call-back solutions for the contact center, announced that it has been granted another key patent related to its call-back technology. The company now has a portfolio of ten awarded patents in the US and three in Canada, with more applications currently pending.
United States Patent 9,386,151, entitled "System and Method for Replacing Hold-Time With a Call-Back in a Contact Center Environment", describes how call-backs can be added to a modern call center environment so that the experience is seamless and intuitive for the caller while internal functionality, such as call-attached data, is maintained. The patent addresses both cloud and cloud-premise hybrid deployments, the latter involving a "local media appliance" that allows voice traffic to remain in the call center, while the service as a whole is managed remotely.
"Through this patent and the others in our portfolio, we have demonstrated industry leadership in three areas that are fundamental to the future of the contact center: Virtual queuing, IVR integration, and call-back technology," said Masoud Vakili, Senior Advisor for IP Strategy at Fonolo.
"This new patent complements Fonolo’s active strategy to build a strong intellectual property portfolio," said Fonolo CEO, Shai Berger. "With intensifying demands for businesses to provide better customer experiences, call-backs are fast becoming an essential part of any contact center’s service strategy. However, not all solutions are created equally and we are proud that our technology is protected by a growing portfolio of patents."
Posted by Veronica Silva Cusi, news correspondent
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Fonolo helps organizations improve the call center experience for their customers while reducing costs. A growing list of organizations, including the Royal Bank of Canada (RBC), have discovered the value of using Fonolo to connect their call center with their web site. The privately held, Toronto-based company, has received numerous awards, including "50 Best Websites" from Time.com, "Best New Product" from Emerging Communications Conference, "Judges' Choice" from GigaOm's Mobilize Conference, "Top Telecom Idea" from Springwise and "Top 25 Canadian IT Up and Comers" from the Branham Group.
Published: Thursday, July 14, 2016