News : Fonolo Wins Two Patents on Multi-Channel Contact Center Technology
Toronto, ON, Canada, Nov 3, 2015 -- Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that it has been granted two key patents related to its call-back technology. The company now has a portfolio of seven awarded patents in the US and two in Canada, with more applications currently pending.
United States Patent 9,014,351, entitled "System and Method for Deep Dialing Phone Systems", relates to automated methods that can allow an independent system to map out and interact with the call center of another company, using that company’s IVR as the interface.
United States Patent 9,031,214, entitled "System and Method of Use for Indexing Automated Phone Systems", covers techniques for connecting customers with human operators (customer service agents) at call centers. It also relates to the use of statistics to "compare the expected remaining time before…a human operator will answer…and initiate a call so as to minimize the wait time experienced."
"These new patents are part of Fonolo's active strategy to build a strong intellectual property portfolio and to bring innovative, proprietary call-back technologies to the market," said Fonolo CEO, Shai Berger.
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: Wednesday, November 4, 2015