Fonolo Wins Key Patent on Call-Back Technology for the Contact Center

TORONTO, ON – July 12 – Fonolo, the pioneer in cloud-based call-back solutions for the contact center, announced today 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.”

Fonolo continues to develop innovative technologies that transform the way companies interact with their customers and ultimately improve the contact center experience.

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About Fonolo                                       

Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Fonolo was named “Top Technology Provider” by the 2015 Call Center Week Awards.

To learn more about how Fonolo can help reduce abandonment rates, improve your customer experiences, and lower costs, visit fonolo.com.