Fenero Pricing, Features, Reviews & Comparison of Alternatives

Fenero

Revolutionary blockchain-powered contact center software

4.38/5 (24 reviews)

Fenero overview

What is Fenero?

Qubicles is ushering a new way for the future of contact centers with patent-pending blockchain software. Our solution includes an on-demand remote staffing network for contact center reps that includes smart contract-based talent matching and performance-based blockchain token rewards. At the core of our business is a powerful cloud contact center solution for sales and customer service teams, covering phone, email, and live chat. We support inbound, outbound, and blended campaigns, as well as 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, Qubicles 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 Qubicles. 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.

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.

Unlike any other platform in the industry, the Qubicles network is built on blockchain technology:­ a secure, public ledger of transactions that cannot be altered once recorded. In Qubicles, it is used to facilitate payments amongst resources within the network using a token called Qubicles. Members of the network use Qubicles as a form of payment for activities and rewards.

There are two principal actors on the Qubicles network -­ Employers and Agents. Employers post work requests on the Qubicles network, along with a set of qualifications for the position. Agents are contact centers or independent contractors specializing in providing customer service, sales, or support and provide the talent necessary to make the ecosystem operate. Employers create smart contracts to act as automated employment agreements between themselves and the Agents they hire. Upon fulfilling the terms of the agreement, an Agent is automatically paid by the Employer in accordance with the rules of the smart contract.

To help deliver high quality customer service to consumers, Agents must attend various free or paid user­-generated courses in Qubicles University, an e­learning platform on the network that offers a myriad of essential skills.

We are the future of contact centers.
qubicles.io

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.io launchpad gives users access to campaigns, call queues, live chat queues, email queues, real-time statistics, reports, call recordings, and more.Welcome to QubiclesFenero 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 appThe Future of the Cloud Contact Center, Powered by Fenero

Fenero reviews

Value for money
Features
Ease of use
Customer support
  4.8
  4.4
  4.5
  3.9
Javan Grant

User friendly interface, easy to set up and great reporting.

Used daily for 2+ years
Reviewed 2017-12-22
Review Source: Capterra

Pros
Very complex use of API for almost all features, real time and historical reports, easy to use, set up, and maintenance. Very useful features to handle both inbound and outbound campaigns. Setting up is very easy and their support page is very detailed.

Cons
Fenero does daily backups and maintenance at mid night which last about half hour and which somewhat disrupts 2/7 campaigns.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Alex Pineda

OVERVIEW

Used daily for 1-2 years
Reviewed 2020-05-01
Review Source: Capterra

I would say is a good tool, since you basically have all the call center architecture in place when you get started with them, however, I would highly recommend keeping users posted when running maintenance processes in the back-end of that platform.

Pros
It's very easy to set up and it requires almost no expertise to get it going.

Cons
In my case, since most of the traffic is inbound calls, I've experienced too many dropped calls and dead airs and sometimes I would say 2 or 3 times a month, unexpected errors when using this interface for the agents.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Daryl Acumen

Powerful tool

Used daily for 6-12 months
Reviewed 2019-04-12
Review Source: Capterra

Good software, very cost-effective, scales well. Hard to use at first, but once you get the hang of it there's no other solution that compares. The 6 second billion increments are the real secret. There are a lot of features to take advantage of and you can have deep control of your campaigns. Lack of AMD really frustrated though!

Pros
Flexibility, cost effectiveness, scalability.

Cons
There's a rather steep learning curve and answering machine detection absolutely bad! I lost a $56,000 call-center contract because Fenero doesn't know how to listen for a voicemail beep. Absolutely inexcusable.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Mario Blanco

Good solution

Used daily for 1-2 years
Reviewed 2020-05-04
Review Source: Capterra

Overall the platform is good and does what is supposed to do. We continue to get good results running campaigns with Qubicles

Pros
It's a very simple application, easy to integrate and manage posting via API. The homepage is useful

Cons
We have had issues with timing errors if there are too many records in a campaign, so having to clean up campaign to avoid posting errors can be a pain. An auto billing would be great so we are not having to log in and make a deposit to avoid the campaigns being turned off.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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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
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
Cons: -Storage for Recorded calls is no longer unlimited nor specified. -inconsistency in support protocols.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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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 Routing
Caller ID
Chat

Activity Dashboard (129 other apps)
Automatic Notifications (105 other apps)
CRM Integration (80 other apps)
Call Monitoring (91 other apps)
Call Transfer (93 other apps)
Communication Management (95 other apps)
Conferencing (104 other apps)
Contact Management (89 other apps)
Instant Messaging (108 other apps)
Real Time Notifications (79 other apps)
Real Time Reporting (83 other apps)
Reporting & Statistics (132 other apps)
Third Party Integration (158 other apps)
Video Conferencing (97 other apps)
Voice Mail (83 other apps)

Videos and tutorials

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
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Benefits

Unique patent-pending blockchain technology that helps contact centers solve staffing, employee retention and customer satisfaction issues through an on-demand meritocratic resource network.

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.

All calls are automatically recorded by Qubicles, 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.