“Welcome to the future of the BPO industry, where the contact center meets blockchain to create the perfect match.”
For the past 10 years, Fenero’s founder and CEO, Marlon Williams, had worked in software development and then as director of information services for a large Miami-based contact center that offered call and online customer communication services. He incorporated fenero.io an All-in-One Contact Center – which possesses all the features needed to run an enterprise-scale contact center operation or a 5-agent work at home business. Inbound, outbound, live chat, quality assurance, drag-n-drop scripting, advanced reporting, and a built-in Webphone comes standard. According to the steadfast leader, flexibility, speed and agility are key tenants of successful contact center operations. That’s why they provide open APIs and provide an elastic infrastructure that can quickly scale to meet the most demanding program requirements.
Welcome to the future of the BPO industry, where the contact center meets blockchain to create the perfect match. What fenero.io was incorporated the company was using an on-premise contact center platform, paying more than six figures upfront plus USD200,000 annually for support and maintenance, even though the system was difficult to manage and unreliable.
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Over time, Williams and his team replaced the system with a competitor, but they still had to build their own custom software to integrate with the platform to keep operations afloat. As the company grew, their system could no longer scale across multiple locations and required them to buy additional licenses. That forced them to evaluate alternatives — most of which were quoted $900,000 or higher for software licenses alone.
“That’s when I decided the industry needed a change,” states Williams, talking to MiamiHerald. “I thought these guys were nuts to think they could continue charging these exorbitant prices for contact center platforms in 2013. Fenero can provide an equivalent solution and in specific cases a much better solution, with no licensing fees — ever. Our software is essentially free.” When asked how the company generates revenue, Williams says, “Running a contact center requires companies to pay for telecom usage charges, payroll, expensive upfront or monthly software license subscriptions, etc. We are saying, here’s free software to run your contact center. Just pay us for the telecom usage that goes through it, as you would have to pay this anyway, and a couple of cents for each email or chat interaction handled by your agents. Then you will gain unlimited access to every current and future feature of our software at no additional cost.”
Fenero also partnered with one of the largest telecommunications companies in Pakistan, an Abu Dhabi Group company, to power its cloud-based contact center services in the Middle East. It has also sealed deals with a 500-seat contact center provider in Broward County; a Belize-based business process outsourcer responsible for nearly 2,000 seats; and an international contact center provider with locations in Manila, Philippines, Nicaragua, India and Ohio. In less than six months after its launch, Fenero also released native apps for iPad and iPhone users, launched a new corporate website, deployed email, chat, and built-in CRM features, and has fully automated the scaling of its back-end infrastructure.
Fenero continues building additional features every contact center needs to run it’s business — workforce management, social media interactions, video chat for remote workers — and include it free-of-charge for new and existing customers. Use funding to hire additional software engineers and support personnel to expedite development and customer service needs.
