Fenero Launches Flow to Banish Rigid Call Center Scripting
- Fenero, a leading provider of cloud solutions for contact centers, announces the launch of its latest feature, Fenero Flow
Miami, FL, September 12, 2016 – Fenero, a provider of cloud-based call center solutions for sales and customer service operations worldwide, is announcing the launch of its newest feature, Fenero Flow. The dynamic workflow and scripting tool will solve the problem of standardized and rigid scripts in call centers.
Fenero Flow gives campaign administrators the ability to create logic-based, dynamic scripts and surveys for handling customer interactions. The feature comprises an easy-to-use drag and drop script designer to add logical branching, with predefined controls for conditions; navigation; actions; images; text fields, and more. Fenero Flow dynamically populates variables in interaction scripts such as the caller’s name and phone number for more personalized agent responses. The feature can be integrated with dialing lists and users can access the feature via the Flow app in the management portal.
“Fenero Flow is solving the problem of standardized and rigid scripts for call centers,” says Charles Callari, Fenero’s Vice President of Customer Development. “Traditional scripting technology is inflexible, cumbersome and very difficult to develop and maintain – it results in a bad experience for both agents and customers.”
With so many industries migrating to cloud-based technology, Fenero Flow is taking full advantage of this industry trend. The scripting tool can be used within the Fenero platform and alongside any type of cloud or premise based contact center software. Fenero Flow is 100% browser-based and does not require any other software to be installed. The cost of using Fenero Flow is just $0.005 per interaction, too.
According to a report from Research and Markets, the cloud-based contact center market is expected to grow from $4.68 billion in 2015 to $14.71 billion by 2020. With such a drastic increase predicted in the next five years, Fenero Flow will help guide agents through interactions, supporting them through customer calls and preparing scripts in as little as 10 minutes.
“The market needs a more flexible, dynamic solution that helps improve the agent’s work and the overall customer experience,” Callari continues. “Fenero Flow solves problems with rigidity by providing a flexible, cloud-based alternative to traditional scripting technology.”
Fenero is a leading provider of cloud solutions for contact centers. Based in Miami, Florida and headed by CEO Marlon Williams, Fenero helps companies to lower their contact center costs, increase agent productivity and create an exceptional customer experience through its flexible, reliable and scalable cloud contact center solution.