We are very proud to announce the release of Fenero 2.0!
Over the past several months, we have been working diligently towards executing on our product roadmap and are happy to introduce two of the most exciting updates to our platform:
100% Browser-based and Built-in Web Phone
Fenero 2.0 brings with it an extremely easy-to-use and beautiful browser-based Web Phone powered by WebRTC (Real-time Communications). For customers taking advantage of this new feature, there are no more third party soft phones to setup, configure or maintain - your agents simply log in using their user ID and password, and Web Phone takes care of the rest.
Configuring a Web Phone station is as easy as enabling the "Use WebRTC" setting on your new or existing stations:
Fenero Flow, a Dynamic Logic-Based Scripting Tool
Fenero Flow empowers contact center staff to dynamically build and customize scripts on-the-fly to guide agents through complex customer interactions. Fenero Flow was inspired from a client need for an easier to use and maintain contact center scripting application. Fully integrated within the Fenero cloud-based contact center platform, Flow will propel your contact center into the future of customer engagement!
The desktop can be easily customized for each campaign and tailored to incorporate customer information. With Fenero’s open-ended platform, any type of outside data source can be incorporated within a Flow script. Bring in CRM, lead sources, payment processors and other data using our standard API’s. Flow bridges the gap between your existing applications, by providing your agents with a unified and integrated agent desktop and Web Phone in one. It provides your agents with all the information they need in one place with a productive tool designed to support each customer interaction from start to finish.
Key functionality includes the ability to setup conditional branching to create logic-based, dynamic scripts and surveys for agent interactions. The script designer includes predefined controls for conditions, navigation, actions, check box, multi-selection, radio button, iframe, image, text box, time picker and more. Use Fenero Flow to dynamically populates variables in scripts such as caller name and phone number for personalized agent responses. Even integrate with dialing lists to populate lead data dynamically such as lead name and address.