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.
Software by Fenerowww.fenero.com