I am often asked about how Fonolo compares with other options on the market such as Virtual Hold, Avaya’s Callback Assist or Cisco’s Courtesy Callback. The answer, in one word: “cloud”.
Over the last few years, this little term has gotten so much exposure in our industry and I worry people stop appreciating what an enormous change it represents to the contact center. The entire world of enterprise IT has been reconfigured by the emergence of cloud alternatives to the traditional model of software purchasing. Salesforce really led the charge in the CRM segment. Other segments soon followed: HR, ERP, BI, accounting, etc. The call center has been the toughest segment to migrate but, make no mistake, the revolution is happening right now. Continue reading