Fonative Sees Increased Remote Use of Secure Agent Communicator™ by Call Centers

LOWELL, Mass., June 16, 2020 /PRNewswire/ -- Fonative, the Compliant Communications™ company, today announced significant uptake in the use of the Secure Agent Communicator™, providing call center agents the ability to work from anywhere. Since March, remote agent use of Fonative's CPaaS platform by customers has tripled, with a majority of that increase driven by adoption of the Secure Agent Communicator.

"During the Covid-19 pandemic, many of Fonative's call center customers have added the Secure Agent Communicator as the way for their agents to continue to make and receive calls with customers," said Stephen Smith, Fonative's Founder and CEO. "Given the pandemic, and how many call center agents have been sidelined, and would otherwise be unable to work from home, our Secure Agent Communicator has been the equalizer, giving agents and their employers an option that keeps them working and in some cases, in business."

The Secure Agent Communicator is based upon the open-source WebRTC standard and functions entirely within the agent's browser on their Mac, Windows PC or Chromebook. Fonative has added additional cloud-based security features and functionality that makes the browser appear the same way that a desk phone does to the call center's application. This approach allows the agent to talk with customers and accept payments in a private and highly secure manner, just as if they were working in the call center.

Fully compliant with HIPAA and PCI regulations, the Secure Agent Communicator works without the need for any downloads or software installations. Agents point their browser to a web link, authenticate, and start to communicate using just a web browser and a USB connected headset, the same way they have been using the traditional desk phone.

"We expect to see more call centers going the route of Fonative's Secure Agent Communicator application," said Rip Harris, Director of Product Management at Ontario Systems. "There's no difference in results for the call center agent, as the only change is the replacement of a dedicated hard phone with the browser on their computer. During the Covid-19 work-from-home rush, those call centers which were already using the Secure Agent Communicator were able to seamlessly move their agents to work from home, and we saw a big uptake from those who hadn't previously deployed it."

About Fonative
Fonative helps businesses connect with customers through voice and text, providing compliant communications as a Communications Platform as a Service (CPaaS). The company's technology enables developers to easily incorporate calling and messaging capabilities into business applications, without the need to maintain servers, infrastructure, network, and telecommunication carriers. Combining carrier-grade technology with advanced call center capabilities and regulatory compliance, Fonative is the only suite of telecommunication services to meet the stringent requirements necessary in key industries such as medical, financial services, and government. For more information about Fonative's Compliant Communications™ efforts, visit the company's website, www.fonative.com.

Fonative is a registered trademark, and Compliant Communications and Secure Agent Communicator are trademarks of Fonative, Inc.

Contact for Fonative:
Andy Abramson
[email protected] 
+1.858.523.1800

SOURCE Fonative

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