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Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. The software allows users to build interactive decision trees, troubleshooters, phone scripts, process guides, diagnostic systems and more. It just doesn’t get better than this.”.
According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020. Technology-Driven CX Innovation Forget the old stereotype of script-following agents. Today, over 50% of Indian call centers use AI-powered analytics, chatbots, and omnichannel platforms (Deloitte, 2023).
We've seen this before The Dotcom bust coupled with 9/11 was a cataclysmic event for outsourcers in 2000 and 2001. The industry had enjoyed rapid growth as a result of the millions of dollars pumped into Internet start-ups and their IPOs.
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