The interview was conducted by Doug Green, publisher of Telecom Reseller and long-time industry watcher. Telecom Reseller covers a very important part of the industry that many people don’t fully appreciate. Most major telecom purchases, whether it is contact center, UC, bandwidth, or anything else, typically go through a VAR (Value Added Reseller) or SI (System Integrator).
This ecosystem is really critical to the way new technology gets deployed, so I’m thrilled to bring the Fonolo story to that audience.
After I gave the background on our company and products, Doug and I covered some really important topics:
- How do call-backs improve call center metrics like handle time and abandon rate?
- What role do call-backs play in a successful multi-channel customer service strategy?
- How is the industry reacting to Fonolo’s cloud-delivery and SaaS-pricing approach?
- What is the nature of Fonolo’s major partnership with Avaya?
Many thanks to Doug for a great interview, and I hope you’ll find some time to give a listen.