Call centres can be stressful places to work for front-line personnel helping callers and managers trying to optimize the environment, and a Toronto-based company is trying to change the way call centres work.

Fonolo is leading the charge in providing innovative call centre tools that can help change the game for managers.

“Knowing when to pivot has played a huge part of our success,” Fonolo CEO Shai Berger told Toronto Business Daily.  “Fonolo began as a consumer-facing product, but when we realized a need from businesses to eliminate customer hold time, we went back to the drawing board and created a product that could solve this problem for both companies and their customers. Everyone hates waiting on hold, and Fonolo provides a cloud-based solution that mitigates the issues that arise from long hold time.”

Berger said the company has been in business for five years and got its start through a combination of angel investment and bootstrapping.

Berger also talked about the company’s experience in the Toronto area and why it has been positive.

“(Toronto) has served as a growing and collaborative space for our growing tech startup,” Berger said. “Plus, close contact to an educated and ambitious workforce has provided a positive experience for the company.”

In the future, Berger wants to expand the company’s scope.

“Fonolo has been successful in penetrating the market in Canada and the U.S., but we have only hit the tip of the iceberg,” Berger said. “Improving the customer experience is only becoming more of a necessity for businesses today, and we know that reducing customer effort with call-backs are an integral part of that mission. Additionally, as call centres begin to strip their legacy technology, our cloud-based solutions will be an attractive option for these companies.”