Last week, Facebook announced that WhatsApp could now be used as a customer service platform. We now have an interesting race between Apple’s “Apple Business Chat”, Facebook’s own “Messenger for Business”, and Twitter. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication.
What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service. Twitter quietly made this move a few months ago, too. What does it mean? Are these fee structures really there to earn revenue or to incent certain behavior? Will Apple follow suit?
Stop me if you’ve heard this one: What a world we live in.
10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry. Avaya faced a tough challenge to reach a restructuring agreement with their many debt holders, and to have it done quickly in order to minimize the damage to the brand, and the slow bleed of customers to competitors. Most of the process happened out of the public view, but in the last month, three announcements have revealed the status.
If you’ve ever tweeted about waiting on hold with a call center your frustrations have likely been cataloged on 
Fonolo is proud to be a part of The Future Contact Center Summit, January 29-30, 2015 at the Omni Orlando resort at ChampionsGate, Florida!
Fonolo is proud to be a part of the ICMI Contact Center Demo & Conference, November 3-5, 2014 at the Hyatt Regency Chicago. Produced by ICMI, a leader and partner in the contact center industry for over 30 years, this event provides industry professionals with an opportunity to sharpen their skills, network with peers, and learn first-hand about technology trends available to improve their contact centers. 
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As we continue to gain momentum with new wins, we’re equally proud of some of the press coverage we’ve been receiving. Recently, 
Fonolo is happy to announce 
