www.fenero.com

Has ArrivedYour Contact Center in the Cloud

Reliable. Open. Free.

FINALLY

Welcome to the Next Generation of 100%Free Contact Center Software.

Something radical is happening!

20agents

75agents

150agents

400agents

1000agents

Five9

Fenero

$5,000

$2,000 $5,000 $10,000 $20,000 $40,000

$15,000 $30,000 $70,000 $160,000

Cost Benefits of the FeneroCloud Contact Center

Platform

Figure 1 - Monthly Cost Comparison Between Fenero and Five9

Fenero Contact Center is a full-featured web basedcontact center platform for multi-channel contactmanagement and customer engagement. Fenero is asingle supplier solution based on proven open sourcetechnology. Fenero is the only enterprise level, robustand easy-to-use solution in the market with no softwarecosts - ever!

It’s the year 2000. Lucent Technologies decides to spin off its communication servicesdivision. Its name was Avaya. They charged contact centers a six-figure up-front capitalexpense to purchase their contact center software platform, plus expensive training andsupport. Interactive Intelligence, InContact, Aspect, and others were the only alternativeoptions—all with similar CAPEX-heavy business models.

Circa 2003. Five9 enters the market and provided a hosted contact center solution. Insteadof charging upfront licensing fees, they charged per-user, per-month, plus heavy fees forsetup, implementation, and technical support. And soon after, several Five9-like options hitthe market with the same pricing model and hidden fees approach. A decade later, nothingradical has happened. This is not the technology industry we’re accustomed to.

It’s 2013. A young startup called Fenero enters the cloud-based contact center software market. It offers a muchmore flexible and easier to use solution as compared to Avaya, Five9, Interactive Intelligence and InContact. But,guess what? It is changing the game!

Yesterday’s business model for software vendors reliedon licensing and support fees. Today’s business modelhas alleviated the CAPEX burden of yesterday’s modeland is based on monthly subscription fees. At Fenero,we believe the potential is greater, thanks in part to theadvancements of the cloud. We believe the future ofcontact center business models lies in the power ofopen source-based reliable communications software.

Fenero’s business model helps contact centers save at least 50% or more per year on software licensing andtelecommunications costs compared to its cloud contact center counterparts. We work closely with the open source andbusiness communities to test and deliver the latest innovations in communications technology to help contact centersefficiently run their operations – minus the high costs of current vendors and the headaches associated with running aninternal IT infrastructure. Fenero offers enterprise-level stability and scalability, and 24x7 paid support plans that includesunparalleled flexibility and customization.

Getting started is easy—no contracts, no hidden costs, and no credit cardrequired. Register for a free, unlimited use account at www.fenero.com/free.

Partnership Programs Available. Call Us Today to Energize Your Enterprise!

Visit www.fenero.com/free to create your free account today!

FEATURES : Web-based Agent Interface

Once an on-site or remote agent is setup in the Fenero platform, they can log into theweb-based agent interface and make or take phone calls from anywhere with anInternet connection using our integrated Web Phone.

Login From Anywhere

Web Phone is a 100% browser-based SIP phone that can be used for inbound andoutbound voice communications. No more third party soft phones to setup, configureand maintain. Easily use features like transfer, mute, and hold. Fenero Web Phonesupports click-to-call functionality and utilizes WebRTC technology.

Web Phone

Agents can perform blind transfers, warm transfers, or 3-way conferences all throughits interface. Third-party calls can be placed on hold or merged with callers to ensurecustomer interactions are handled appropriately.

Transfers & Conferences

With the click of a button, agents can place callers or 3rd party calls on hold whilethey attend to other tasks, such as customer lookup or other reference searches.

Call Parking

Agents can easily view all their calls handled for the day by accessing their call logs.This allows them to quickly perform callbacks or annotate notes on a customer’srecord after an interaction.

Call Log

If interacting with an IVR, Fenero’s DTMF support allows agents to send DTMF tones,such as navigating through an IVR during a 3rd party call, directly within its interface.Agents never have to interact with a physical phone once logged into Fenero.

DTMF Integration

If enabled by an administrator, agents can easily view the current calls in queue, theiraverage handle time, and the states of other agents assigned to the same campaign.

Campaign Activity

Fenero allows contact center managers to easily manage their staff by grouping theminto teams. They can subsequently view real-time performance activity or sendbroadcast or direct instant messages to agent teams with ease.

Teams and Instant Messaging

With a centralized database used for all caller activity, Fenero allows agents to viewbasic caller information to help during customer interactions. This includes caller phonenumber, name and address information as well as any previous notes associated withthe caller’s record.

Customer Information

Whether an agent is on an outbound campaign or inbound queue, Fenero allowsthem to perform manual or preview outbound calls with a few clicks.

Manual or Preview Dials

Blended ContactsUsing a single web-based agent interface, agents can handle calls for inbound,outbound or both, as well as email and chat. Now you can utilize shared resources andincrease utilization rates for your campaigns.

Easy-to-Use AgentInterface with Built-inWeb Phone Capability

Visit www.fenero.com/free to create your free account today!

FEATURES : Multi-Channel Voice, Email, Chat Routing

Visit www.fenero.com/free to create your free account today!

In order to handle incoming calls, most contact centers arrange contracts with largetelecom service providers, such as AT&T or CenturyLink, for provisioning of local, toll free,or long distance services. Fenero allows you to request phone numbers directly withinits interface. This helps you avoid wasting valuable time and resources negotiating dealswith telecom service providers.

Automatic Provisioning of Phone numbers

Call menus are basic IVRs that support press-1, press-2 call flows. Fenero allows youto create these menus to help route calls appropriately as they arrive. Options for routingwithin a call menu include sending to voicemail, inbound queues, external phonenumbers, or other call menus.

Interactive Voice Response (IVR) Call Menus

To help avoid unwanted calls, the Fenero incoming call filteringfeature allows you to create phone number exclusion lists thatare used to search when calls arrive. Callers matching thisexclusion list can be routed to an agent, hung up, sent to aspecific queue or voicemail, or routed to a call menu.

Incoming Call Filtering

Fenero supports blended live customer chat queues that enables you to deliver webbased chat support for your customers. There are no limits on the number of live chatqueues you can create. Each queue can have its own settings, such as company logo,queue name and title shown to visitors, pre-chat surveys, and much more. This allowsyou to represent any required brand image on a per-queue basis.

Live Customer Chat

Support for inbound email allows you to handle emails in the same manner as phonecalls. Fenero allows you to setup an unlimited number of email accounts for monitoring.Once an email arrives to a monitored account, Fenero automatically downloads andprocesses them just as it does a phone call by routing to the next available email supportagent.

Incoming Email Routing

Whether your contact center handles inbound, outbound, or both, Fenero allows you toblend agents according to your needs. It supports a set of shared features that arecommon to the entire system, including dynamic scripting to help guide agentinteractions; remote agent support that allow agents to log in from anywhere; music-on-hold for callers placed on hold; hours-of-operations support, pause reason codes tohelp track the reason agents are unavailable to take calls, and more.

Blended Environment

Fenero has one of the most powerful feature sets available for managing inboundqueues. Some of the feature highlights include: hours of operations, prompts andmessages, playing your place in the queue, estimated hold time calculation, various onhold options, queue prioritization and skill-based routing.

Robust Queuing

Dynamic Caller ID HandlingUsing a caller’s ANI (which is the number they are calling from),Fenero can search its caller database to find the caller’sinteraction history; it can be configured to add the caller to itsglobal database; or it can search queue specific call logs oroutbound dialing lists to find the caller. This powerful featurehelps ensure that multiple calls from the same person areassociated with that individual, making interaction tracking andreporting a breeze.

Powerful Multi-ChannelQueues

Fenero Flow empowers contact center staff to dynamically build and customize scriptson-the-fly to guide agents through complex customer interactions.Fenero Flow was inspired from a client need for an easier to use and maintain contactcenter scripting application. Fully integrated within the Fenero cloud based contact centerplatform, Flow will propel your contact center into the future of customer engagement!

Advance Scripting and Workflow Tool

FEATURES : Dynamic Logic-Based Scripting Tool

Visit www.fenero.com/free to create your free account today!

The desktop can be easily customized for each campaign and tailored to incorporatecustomer information. With Fenero’s open ended platform, any type of outside datasource can be incorporated within a Flow script. Bring in CRM, lead sources, paymentprocessors and other data using our standard API’s. Flow bridges the gap between yourexisting applications, by providing your agents with a unified and integrated agentdesktop and Web Phone in one. It provides your agents with all the information theyneed in one place with a productive tool designed to support each customer interactionfrom start to finish.

Easy to Design, Customize and Deploy

Fenero Flow can be tailored to any industry to enhance the operationsof an in-house and outsourced contact centers. Whether your focus ison lead generation, sales, customer support or data collection, FeneroFlow will provide your team with the tools to transform your customercommunications.

Exceeding Client and Market Demand

Key functionality includes the ability to setup conditional branching to create logic-based,dynamic scripts and surveys for agent interactions. The script designer includespredefined controls for conditions, navigation, actions, check box, multi-selection, radiobutton, iframe, image, text box, time picker and more. Use Fenero Flow to dynamicallypopulate variables in scripts such as caller name and phone number for personalizedagent responses. Even integrate with dialing lists to populate lead data dynamically suchas lead name and address. Fenero Flow is fully integrated within Fenero ManagementPortal.

Key Features

Powerful and Flexible Script DesignerFlow gives you the ability to build powerfully dynamic scripts by providingan easy to use script designer to incorporate advanced controls thatautomatically enable work flows to be constructed and deployed fast andeasy. There is no need for a technical resource to program and maintaincomplex scripts. Any campaign administrator or operations personnel caneasy create a script in minutes using our drag-n-drop designer to buildmasterful scripts and call flows that allows your agents to lead theirinteraction to the best outcome.

Easy-to-Use ScriptDesigner Helps You Buildand Deploy Scripts Fast

and Easy!

Improve call center efficiencyBetter customer experienceIncrease agent productivityEnsure complianceReduce call handle timesIncrease first call resolution

Reduce training timesIncrease contact center salesIncrease ROIStreamline processesImprove qualityNo IT resources needed

VALUE AND BENEFITS

Interaction ScriptsTo help guide agents through their interactions with customers, Fenerosupports call scripts that integrate with dialing lists to populate lead datadynamically, such as a lead’s name and address information.

Do Not CallWith support for Do Not Call (DNC) lists, Fenero allows you to excludephone numbers on a campaign-only or system-wide basis. It can alsointegrate with external DNC sources as required for your campaigns.

Custom Caller IDOur Dynamic Caller ID feature allows you to specify a unique Caller ID perlead, per dialing list, or per campaign. For example, if an imported dialinglist contains records for leads nationwide, Fenero allows you to specify aCaller ID local to the lead to help increase your contact rates!

Multiple Dial MethodsFenero supports several dialing methods. These include manual dialing,which allow agents to dial records from a list at their own discretion; ratiodialing, which is an automatic dialing method that allows campaignmanagers to allocate a certain number of phone lines to an agent; andpredictive dialing, which uses customizable algorithms to increase contactrates and agent productivity.

Fenero allows you to import an unlimited number of outbound dialing lists for yourcampaigns. With built-in support for local time zones, records in each list will be calledaccording to the call-time rules for their time zone. In addition, Fenero’s flexible listmanagement feature allows you to push leads into the dialer in real time, to supportcampaigns such as call me now.

With powerful lead recycling rules, you can control when to call back leads that may havebeen busy or didn’t answer at the time of contact. Maximum dial attempts, scheduledcallbacks, and list mixing are also some of the great features of Fenero‘s outbound dialer.

List Management

List filters in Fenero allows you to apply a dynamic set of filters to existing dialing lists.This feature makes dialing a subset of lists that were already imported verystraightforward. You simply determine what imported field you would like to filter by suchas city, state, area code or time zone, and associate it with an active outbound campaign.

For leads with multiple phone numbers in a list, alternate phone number dialing allowsyou to dial each phone in attempt to reach the lead. Fenero supports up to ten (10)phone numbers per record for alternate phone number dialing.

Alternative Phone Dialing

Fenero helps companies remain compliant with TCPA regulations by supporting wirelessDNC and other options to limit automatic dialing to records in their dialing lists.

Telephone Consumer Protection Act (TCPA) Compliance

With support for safe harbor rules, drop percentage limits, Do Not Call adherence, andcall-time rules, Fenero partners with its clients to ensure compliance with FTC regulations.We have a No-RoBo product that is TCPA compliant and available.

FTC Compliance

List Filters

Visit www.fenero.com/free to create your free account today!

FEATURES : Outbound Contact Management

Increase Productivity

Outbound Flash SummariesOutbound Flash reports provide detailed insight into outboundcampaign performance for managers. Some of the metricsreported include workable vs. non-workable leads, finalizedpercentages, penetration rates, sales analysis, agent timeanalysis, and list analysis.

Dispositions Summary ReportsDisposition Summary reports within Fenero allow managers toreport on the outcome of each call. Time analysis by outcomehelps determine call types that may require more efficientoperations or performance improvements.

Custom ReportingCustom reporting is a great feature that allows access to rawdata for custom reporting purposes. Managers can buildnumerous views of the various data captured by Fenero todelivery unique and customer specific reports.

FEATURES : Reporting and Quality Assurance

Visit www.fenero.com/free to create your free account today!

Real-time Visibility

Fenero’s built-in ACD, DNIS and Email Detail reports provide the metrics required toensure KPIs are met. Reported metrics include calls offered, calls answered, callsabandoned, transfers, abandon percentage, service level, average answer time, averagehandle time, average speed of answer, and much more.

ACD, DNIS and Email Detail Reporting

Agent performance reports in Fenero allow campaign managers to measure each agentindividually. Standard contact center metrics, such as average handle time, talk time, aftercall work time, and more are available within Fenero’s agent reports.

Agent Performance Statistics

All calls processed by Fenero are 100% recorded and comes with unlimited, no-coststorage that are available online. Managers have the option to turn off 100% recordingsin favor of on-demand recordings. However, with Fenero’s primary configuration usersnever have to worry about missing recordings again.

100% Call Recordings

Fenero supports 100% built-in screen recordings that captures a video of the agent’sscreen during interactions. When a call arrives to the agent’s workstation, Fenero beginsrecording the agent’s screen into an SWF, web-playable video format. Once the call hasbeen dispositioned, the screen recording completes and is made available for playbackusing our Quality Assurance module.

100% Screen Recordings

Fenero offers a very easy to use, Web-based interface for playback of voice and screenrecordings. Users can filter recordings by inbound queue, outbound campaigns, dateranges, or specific agents.

Web Accessible and Playback

With Fenero, your information is always available 24x7x365. Fenero supports unlimitedstorage for both voice and screen recordings, ensuring that recorded calls, screens, andcall detail records are available when you need them.

Perpetual Data Storage

For more information about Fenero Contact Center, call the Fenero SalesInformation Center at (858) 6-FENERO, email us at info@fenero.com, or visit us on

the World Wide Web at www.fenero.com

FENERO INC100 South Biscayne Blvd Suite 915

Miami, FL 33131

© 2016 Fenero Inc. All rights reserved. Product and company names are the trade mark of their respective companies.Fenero Inc, Fenero, the Fenero logo, and Fenero Contact Center are all registered trademarks of Fenero Inc.

For more information about Fenero Contact Center, callthe Fenero Sales Information Center at (858) 6-FENERO,

email us at info@fenero.com, or visit us on theWorld Wide Web at www.fenero.com

FENERO INC100 South Biscayne Blvd Suite 915

Miami, FL 33131