Fenero Pricing, Features, Reviews & Comparison of Alternatives

Fenero

Cloud-based contact center software

4.5/5 (20 reviews)

Fenero overview

Fenero is a cloud contact center solution for sales and customer service teams and organizations, covering phone, email, and live chat. The system supports inbound, outbound, and blended campaigns, and includes call routing, IVR (interactive voice response), call & screen recording, drag-and-drop call scripting, list management, multiple dialing modes, inbound email routing, standard and custom reporting, open APIs, a native app for iOS devices, and more.

For inbound calls, Fenero supports custom call menus with routing options including inbound queues, send to voicemail, and external phone numbers. The caller database is automatically searched for callers’ interaction histories to associate multiple calls from the same individual in call records, and phone number exclusion lists can be used to filter out unwanted inbound calls. For outbound campaigns, users can import unlimited leads and dialing lists, and push leads to the dialer in real time. Contacts are called according to call-time rules for their local timezone. Do Not Call (DNC) lists, list mixing, scheduled callbacks, custom caller IDs, alternate phone dialling, and maximum dial attempts are all supported by Fenero. Calls and agents’ desktop displays are recorded and can be used in quality assurance processes. Dynamic call scripts with conditional branching can also be created and customized through the drag-and-drop scripting interface.

Fenero can be connected to multiple email accounts to automatically monitor inbound emails, add them to email queues, and route them to available agents. Email history can be searched to view incoming messages and responses from agents. Unlimited live chat queues can be created with different settings for queue names, company logos, pre-chat surveys, and more. CAPTCHAs can be added to prevent contact from bots, and individual visitors can also be banned from live chat as necessary. Reports can be generated covering agent performance, inbound detail, outbound flash summaries, and disposition summaries, and users can also access raw data to create custom reports.
www.fenero.com

Pricing

Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English
Fenero screenshot: The Fenero launchpad gives users access to campaigns, call queues, live chat queues, email queues, real-time statistics, reports, call recordings, and moreThe Future of the Cloud Contact Center, Powered by FeneroFenero screenshot: Users can set up custom IVR menus in FeneroFenero screenshot: Leads and call lists can be imported into FeneroFenero screenshot: Fenero includes a drag-and-drop scripting interface which allows users to create and customize dynamic call scripts with logic-based conditional branchingFenero screenshot: Live chat buttons can be customized and embedded in websitesFenero screenshot: Fenero generates reports on agent performance, call dispositions, and moreFenero screenshot: Fenero also offers a native app for iOSFenero screenshot: Users can access call recordings through the Fenero appFenero screenshot: Performance metrics can also be tracked through the Fenero app

Fenero reviews

Value for money
Features
Ease of use
Customer support
  4.9
  4.6
  4.6
  4.1
Jessica Palacios

IT and Call Center Manager perspective.

Used daily for 2+ years
Reviewed 2017-04-11
Review Source: Capterra

Fenero has grown a lot since we started with them three years ago. We originally started with just Inbound and have grown with adding inbound ques and outbound campaigns including auto-dialers. Pros: - Agent and Manager Interface is user-friendly. - Reporting fits our needs. - Ease of initial start up. - Ease of Campaign setup. - Economically friendly billing plans. - Great Features available to customize campaign specifics. Cons: -Storage for Recorded calls is no longer unlimited nor specified. -inconsistency in support protocols. Pros: - Agent and Manager Interface is user-friendly. - Reporting fits our needs. - Ease of initial start up. - Ease of Campaign setup. - Economically friendly billing plans. - Great Features available to customize campaign specifics.

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Oscar Gutierrez

Wonderful experience!

Used daily for 2+ years
Reviewed 2017-07-11
Review Source: Capterra

Process optimization and cost-reductionsThe ease of use, and ease of deployment. Had a roboust contact-center solution deployed in 3 days. The platform does everything larger contact-center solutions offer AND MORE! It gives you full and total control over your ACD, skills, IVR routes, prompts, messages, etc. Tools like the automatic callback feature are included with the platform; Most comprable products sell this as an add-on. The integrated soft-phone allows agents to work anywhere there's an internet connection with superior sound quality

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Abhishek Verma

Affordable solution but needs to work on its software for better reliability and performance

Used daily for 1-2 years
Reviewed 2019-04-16
Review Source: Capterra

Has been a great experience overall. Saved a lot of money switching over from Five9. Customer service was spotty at first but in the time we have been with them, it has improved a lot. Same for the software. Its still not perfect but it more than likely will meet basic business needs and more.Per minute billing and easy to set up. User friendly UI, takes just one sys-admin on our end to manage the software.

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Andre Cvijovic

Fenero is CRITICAL for our SUCCESS

Used daily for 6-12 months
Reviewed 2017-04-06
Review Source: Capterra

I can tell, that after starting to work with Fenero Call Center system Referrizer (our company) is - Hiring 5-10 people per week - Doubling on our sales every 2-3 months - Growing with revenue, cients and employees constistantyl What we like about it is - Performance based system - We don't pay for seats, just for effective minutes of dialing - REPORTS are critical for the success - so much flexiblity - CUSTOMIZATION - This is where Fenero really stands out. We have utilized API and their Interface to the maximum. We love it. - Web based - no hardware needed - Performance based system - We don't pay for seats, just for effective minutes of dialing - REPORTS are critical for the success - so much flexibility - CUSTOMIZATION - This is where Fenero really stands out. We have utilized API and their Interface to the maximum. We love it.

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Thomas Fallings

World Class Software

Used daily for less than 6 months
Reviewed 2017-08-14
Review Source: Capterra

This software is very user-friendly, completely free, the support staff is amazing, the software is bug free And glitch free. I am absolutely blown away by this software. When I signed up, it was easy, FREE and I got up and running within about 15 minutes. Rep reached out to greet me and help answer and questions I had. He showed me a lot of great informative videos that guide you through setup. If you're looking for a cloud based contact center THIS ONE IS BY FAR THE BEST... I searched and searched for the software that would work for my business, and when I came across Fenero and signed up I instantly knew how amazing of a find this was. Don't believe me? Ok try signing up.... Nothing to download and no charges..... what is there to lose? Besides the lost time searching for software. Trust me on this one.

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Fenero pricing

Pricing options
Free
Free trial
Subscription
View Pricing Plans

$1.75/month for a local DID
$2.00/month for a toll-free DID
$0.02/minute for inbound & outbound calls (USA/CAN)
$0.02/session for live customer chats
$0.10/GB of screen recording storage

No monthly subscription fee.

Fenero features

API
Call Recording
Call Reporting
Call Routing
Caller ID
Chat
Monitoring

Activity Dashboard (67 other apps)
Automatic Notifications (54 other apps)
CRM Integration (64 other apps)
Call Monitoring (55 other apps)
Call Transfer (61 other apps)
Conferencing (71 other apps)
Instant Messaging (57 other apps)
Live / Video Conferencing (52 other apps)
Receiving (53 other apps)
Reporting & Statistics (64 other apps)
SMS Integration (50 other apps)
Third Party Integration (80 other apps)
Voice Mail (52 other apps)

Additional information for Fenero

Key features of Fenero

  • Call recording
  • Screen recording
  • Inbound call routing
  • Call queuing
  • Outbound dialing
  • Manual, preview, progressive & predictive dialing
  • Drag-and-drop scripting
  • Live customer chat
  • Pre-chat surveys
  • Predefined (canned) responses
  • Inbound email routing
  • Open APIs
  • Lead import
  • IVR functionality
  • Interaction histories
  • Incoming call filtering
  • Skills-based routing
  • Callback scheduling
  • Do Not Call (DNC) lists
  • Custom caller IDs
  • Agent performance statistics
  • Custom reporting
  • Quality auditing
  • Customizable quality audit forms
  • Real-time insights
  • Email history search
View All Features

Benefits

Call scripts can be created and customized at any time by operations personnel or administrators, using the drag-and-drop scripting tool, with support for conditional branching to create dynamic, logic-based scripts.

Inbound calls can be added to queues and routed to agents, with inbound queue features including welcome messages, hold prompts, whisper messages to agents, place in queue notifications, estimated wait times, queue priority management, skill-based routing, and more.

Custom caller IDs can be created for each campaign, dialing list, or individual lead, enabling the use of local IDs for nationwide campaigns with the aim of improving contact rates.

Any number of email accounts can be connected to Fenero, including Gmail, Microsoft Exchange, Hotmail, and Yahoo, to be automatically monitored, with new emails queued and routed to agents.

All calls are automatically recorded by Fenero, with the option for managers to switch to on-demand call recording, and real-time screen recording can also record the agent’s desktop throughout the duration of each call.