Fenero Causing Tremors in the Contact Center Industry
Mahagony Silvera, Investigative Reporter
Photos : Courtesy of Gregory Castillo – Miami Herald
Standing tall behind the dramatic takeoff of cloud-based Contact Center software solutions startup Fenero is Dominican-born founder and CEO Marlon Williams. What makes Fenero such a success story in the making is the fact that its software solutions are provided at a fraction of the traditional cost but with even greater capabilities in the evolving platform as a service (PAAS) environment.
After leaving Massacre, Dominica at the young age of 9, Mr. Williams over time built quite a career on the technology scene, rising to Director of Information Services for Miami Lakes-based Inktel Contact Center Solutions. His persistent dissatisfaction with the exorbitant up-front and maintenance fees charged by traditional contact center software vendors, evolved into the highly capable yet affordable Fenero solution that promises to shake up this old-school contact center market and give it a newer, fresher perspective, capitalizing on the constantly changing technological landscape.
Cloud-based Fenero was built from the ground up using an open-source engine that provides an all-in-one solution to run a contact center. Key characteristics include interactive voice response (IVR), automatic call distribution (ACD), inbound email routing, live chat, 100% call recordings with unlimited storage, quality assurance and live monitoring, as well as native apps for iPhones and iPads, facilitating mobile operations.
Demonstrating ultimate confidence in Fenero, Mr. Williams has taken the bold approach to offer this state of the art Contact Center software to the market free of licensing costs. That means, irrespective of the number of agents, 10, 100, or 1000, contact centers do not pay a single penny to license the cloud-based software. According to Mr. Williams, “Customers could sign up and start training 100 agents right away, for example, without paying for 100 agent licenses (most of which costs $100 per user, on average). Instead, Fenero uses a much more affordable pay as you go system, charging pennies per transaction (phone, email, chat), which is typically lower than 0.025 cents – so our customers do not start paying us until agents begin handling live customer interactions.” Licensing fees are eliminated for larger contact centers – they are paying for exactly what they use, not for the software. As a budding entrepreneur himself, Mr. Williams reiterates, “This is a drastic change from the past that enables entrepreneurs to launch startup contact centers on a shoestring budget.”
Fenero in its quest to stay ahead of the competition is rapidly adding new features and updates to its software, releasing them as soon as they are fully tested. Mr. Williams enthusiastically adds, “Our customers also have no limits with respect to this software – every feature is available for all to use, for any purpose. We also pride ourselves on providing the most fanatical support yet – 24x7x365 via email, phone, or Skype, with average response times of less than 5 minutes!”
The immediate plans of Fenero include development of workforce management, social media interactions, video chat for remote workers and other features crucial for 21st century contact center operations. Gradually more software engineers and support personnel to expedite development and customer service needs will be added based on availability of funding.
Some of the impressive short-term achievements of this South Florida-based Dominican’s business to date are:
1. A contract with the second largest telecommunications company in Pakistan, an Abu Dahbi Group company, to provide our cloud-based contact center software to the entire Middle East market!
2. A contract with a large 500-seat contact center provider based in Ft. Lauderdale, to deliver contact center software as a service to them via the cloud.
3. A contract with a contact center provider in Belize, responsible for close to 2000 seats, to deliver our contact center software as a service to them via the cloud.
4. A contract with an international contact center provider with locations in Manila (Phillipines), Ohio, Nicaragua, and India to deliver our contact center software as a service to them via the cloud.
5. $450K in angel funding from Nizar Lavji of Win Win Solutions Florida.
Fenero Contact Information: