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News & Updates

November 23, 2020

PODCAST: Secure Agent Communicator by Fonative delivers on customer needs during crises

The right thing at the right time: this Telecom Reseller podcast explores how Fonative is helping companies to sustain financial footing and regulatory compliance while migrating to a remote workforce mode, with Secure Agent Communicator(TM), its WebRTC-powered application.

Fonative’s CEO Steve Smith talks about the ongoing need to keep networks secure, and practical applications for this powerful, versatile technology post-pandemic.  https://bit.ly/3nU1oUn

Fonative’s Secure Agent Communicator Sees Rapid Adoption

November 20, 2020

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LOWELL, Mass., Nov. 18, 2020 /PRNewswire/ -- Fonative, the Compliant Communications® company, has seen increased adoption and usage of its cloud-based Secure Agent Communicator™, as more call center employees continue to work from home. Introduced in April 2019, the web browser-based service is a WebRTC-powered application enabling contact center workers to use web browsers to connect and work remotely as efficiently as if they were on-premise.

"We have seen a four-fold increase in adoption, and a similar increase in minutes used with the Secure Agent Communicator over the past six months by call center agents, as a result of the shift to a work-from-home approach," said Steve Smith, Fonative CEO. "Secure Agent Communicator interfaces with leading call center applications to provide agents the same functionality they have with a traditional desk phone, all from within their browser. This eliminates the need to provision any additional hardware and allows the agents to have a similar experience from wherever they are working.

"Fonative delivers service providers a standards-based approach that integrates telephony functionality and features within their browser or mobile application that is fully compliant with HIPAA regulations and PCI requirements. The integration allows agents to continue to have conversations that meet strict regulatory guidelines when discussing personal health information or taking payments without violating privacy regulations.

To use the Secure Agent Communicator, contact center workers use their desktop or laptop and web browser-based application to join calls that appear on their screen. This mimics the agent's experience connecting to the call center using a desk phone by using a headset linked to the PC versus the landline device, providing an always-on connection.

"In spite of this significant increase in adoption and use, we saw no uptick in support tickets," added Smith. "This is directly related to the application's intuitive interface as well as the growing comfort levels of software as a replacement for hardware."

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 Communication efforts, visit the company's website, www.fonative.com.

 

Fonative and Compliant Communications are registered trademarks, and Secure Agent Communicator is a trademark of Fonative, Inc. Other product names, logos, and brands are property of their respective owners.

 

Contact:
Andy Abramson
[email protected]
+1 (858) 777-9777

SOURCE Fonative

PODCAST: Contact Centers Reaching Out Where and How the Customer Demands

November 05, 2020

In this Telecom Reseller podcast, Fonative CEO Steve Smith and Zappix President Yossi Abraham discuss how they are putting speed, mobility, automation, simplicity and motivation together to better enable contact center agents and amplify customer service https://bit.ly/32eq01L

Zappix and Fonative Team Up to Deliver Secure Next-Gen Self-Service Technology to Contact Centers

October 27, 2020

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LOWELL, Mass., Oct. 27, 2020 /PRNewswire/ -- Zappix, the leading Visual IVR and self-service customer service provider, and Fonative®, the Compliant Communications™ company, have teamed up to provide more new services that contact centers need today. As contact centers face the challenges of COVID-19, as well as increasing security requirements from legislation and regulations, Zappix and Fonative capabilities have quickly become a top priority for modern businesses.

"We see Zappix adding a complementary and exciting component to our contact center-focused CPaaS platform," said Steve Smith, CEO of Fonative. "By allowing our customers to deflect calls and texts to a simple but rich digital engagement, our customers can increase self-service containment rates and allow agents to focus on situations with more complexity that require a human touch. Zappix has the industry-leading capability in this area, and we're glad to be working with them."

Compliant communication and regulatory ready services from Fonative have proven themselves as reliable and trustworthy solutions for contact center operators looking for complete confidence in their technology stack. By deploying solutions from Fonative as well as customer service automation solutions like Zappix's Visual IVR and other Intelligent Virtual Assistant (IVA) solutions, call centers will be able to equip themselves for the challenges of today as well as the near future.

"The innovative Zappix suite of products enables call centers and business leaders to increase containment rates, reduce average handle time, and relieve pressure during call volume spikes, all while improving customer experience," said Yossi Abraham, President of Zappix. "Through our relationship with Fonative we are building a robust and secure solution for the next generation call centers."

Fonative's carrier-grade CPaaS platform supports leading North American call centers that focus on healthcare-related and financial activities. Today's businesses have turned to Fonative to meet and maintain the stringent and ever-evolving legal and industry compliance requirements surrounding the nexus of communications and data privacy. Zappix Mobile On-Demand Customer Service solutions help businesses looking to make the transition to digital transformation and secure systems as well.

As contact centers continue adapting to the impact of COVID-19 and beyond, the shifting of sensitive customer queries away from a live agent to automated systems like Zappix IVA tools clears the way for compliance as well as increased customer satisfaction. Together, Zappix Visual IVR self-service tools and Fonative's best in class, HIPAA and PCI-compliant communications deliver the solid foundation businesses must build on for success both today and into the future.

About Zappix

Zappix delivers Mobile On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement, and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact center interactions. The platform enables workflow automation, rapid deployments, seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.

The Zappix visual Intelligent Virtual Assistant (IVA) provides significant benefits and ROI: reducing costs by increasing containment rates for contact centers, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue-generating use-cases. To learn more about Zappix, go to www.zappix.com.

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 Communication efforts, visit the company's website, www.fonative.com.

Fonative is a registered trademark, and Compliant Communications is a trademark of Fonative, Inc. Other product names, logos, and brands are property of their respective owners.

 

Contact:
For Fonative
Andy Abramson
[email protected]
+1 (858) 777-9777


For Zappix
Johnny Rosa
Marketing Manager
Zappix, Inc.
[email protected]
+1 (781) 739-2770

PODCAST: Fonative and Numeracle talk KYC (Know Your Customer) with Telecom Reseller

October 08, 2020

In the wake of last month’s push from the FTC’s landmark order supporting the need for compliance protocols to thwart illegal calling, Telecom Reseller spoke with Fonative’s Steve Smith and Numeracle Founder & CEO Rebekah Johnson, champions and pioneers in their own right of robust due diligence and proactive compliance measures for enterprise and customer communications https://bit.ly/33HirBz

August 19, 2020

UC Today: Security, Regulations and Compliance Round Table 2020

22. Message

In this UC Today roundtable, Fonative's CEO Steve Smith shared insight on the challenges of and approaches to security, regulations and compliance for cloud communications platforms https://bit.ly/3iWfHFc

August 12, 2020

BLOG: The Proper Security Posture for Cloud Communication Platforms

22. Message

Let’s face it, security is critical to any company, and must be treated in a thoughtful and earnest manner, not as a checkbox on an RFP or something to be accomplished as cheaply as possible.In this UC Today blog, Fonative Founder and CEO Steve Smith covers the essential elements companies must have in place to keep communications and data safe and secure on their cloud communication platforms https://bit.ly/3iD2cu9

PODCAST: Telecom Reseller ClueCon Special Feature

August 05, 2020

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Founder and CEO Stephen Smith and CMO Andy Abramson spoke with Don Witt of The Channel Daily News about Fonative’s Compliant Communications™ platform and the company’s focus on staying ahead of regulatory requirements, enabling businesses to securely manage their enterprise and customer communications https://bit.ly/30wAQj5

Fonative to Sponsor James Body's Dangerous Demos at ClueCon 2020

August 04, 2020

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LOWELL, Mass., Aug. 4, 2020 /PRNewswire/ -- Dangerous Demos, a competition of the riskiest and entertaining technology demonstrations, will be held at ClueCon 2020, the annual open source conference for developers, by developers, and brought to you by FreeSWITCH. This year, ClueCon will be in a different format, entirely virtual, dubbed ClueCon Deconstructed, and will be held August 4th - 6th, with all sessions streamed live on the web.

Fonative to sponsor James Body's Dangerous Demos at ClueCon Deconstructed

Dangerous Demos was started in 2012 by renowned industry veteran James Body, founder of Telet Research, to identify new and emerging technologies that can eventually be deployed by carriers and mobile operators. This year's Dangerous Demos will be a part of the three-day, pandemic-safe event on Thursday, August 6th, from 10 am-11:30 CST.

"The idea behind the Dangerous Demos series of competitions has really evolved over the years," said James Body. "Bringing Dangerous Demos to ClueCon 8 years ago was the natural event to have developers prove their experience and abilities by pushing the envelope of new ideas in a competitive environment, all based upon open source communications software, including class-leading FreeSWITCH. To win one of the Dangerous Demos 3D laser-etched trophies is not easy; anyone with one or more of these sitting on their mantle can quite rightly class themselves as a fearless pioneer of Open Source – a true Original Geek."

Awards are given in three categories, two selected by the judges, and one, by the audience using SMS voting:

The Swan, for the demo that is high in difficulty to pull off but looks so easy

Most Entertaining, determined by audience vote

Crash and Burn, perhaps the most coveted of all three, for the demo that fails most spectacularly.

Developers interested in being part of this year's Dangerous Demos should submit an entry using the online entry form.

This year, Dangerous Demos is being sponsored by Fonative, the Compliant Communications™ Company. It will again be hosted by James Body, founder of Telet Research, and Andy Abramson, CEO of Comunicano.

"Supporting ClueCon and Dangerous Demos, this year is Fonative's way of empowering one of telecom's most important Open Source communities and the FreeSWITCH developers. Year after year, they continue to produce some of the industry's most reliable and adaptable code that powers so much of the telecommunications world today," said Steve Smith, founder and CEO of Fonative. "I look forward to seeing what developers from all over the world do this year as they make use of FreeSWITCH and SignalWire's APIs."

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 RegReady are trademarks of Fonative, Inc. FullCase and FullCourt Enterprise are registered trademarks, and CitePayUSA is a trademark of Justice Systems, Inc. CTIA is a trademark of CTIA - The Wireless Association. Other product names, logos, and brands are property of their respective owners.

Contact:

Andy Abramson

[email protected]

+1.858.777.9777 

SOURCE Fonative

 

Related Links

http://www.fonative.com

Fonative Provides Justice Systems Compliant Texting Service for Court Management Software

July 21, 2020

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LOWELL, Mass., July 21, 2020 /PRNewswire/ -- Missed appointments and docket juggling can often lead to no-shows in the courtroom by plaintiffs, defendants, and attorneys. These all lead to delays and additional costs for an already expensive and time-consuming judicial process. To remedy that, Fonative®, the Compliant Communications™ company delivering RegReady™ calling and messaging services, has launched a compliant texting API for courtroom use.

This functionality offers an added level of convenience to court systems, clerks, attorneys, stenographers, staff, and the public through the addition of automated reminders and confirmations of appointments and payments. The new Fonative API offering supports proper, regulatory compliant opt-in and opt-out, so consumers can control how they are contacted. Based upon Fonative's RegReady CPaaS API, the texting functionality meets the most stringent data security and PCI standards, assuring the transmitted information's safety and integrity, based upon the scheduling details found within the court docket.

Justice Systems, a leading provider of case management and electronic payments software to state and municipal court systems, has integrated Fonative's CPaaS API with its market-leading FullCourt Enterprise™ software, making it available to court systems across the country to speed up case management and revenue recovery. Already multiple court systems in the U.S. have deployed the new service and are seeing a reduction in courtroom no-shows and the need to reschedule cases.

As security and compliance are critically crucial to Justice Systems, the text message content only transits through the Fonative CPaaS platform, and is not retained, stored, or mined. With this approach, courtroom-related data is truly owned and managed by the courts.

"We're pleased to partner with Fonative to provide this compliant, consumer-friendly solution," said Jay Moorman, Senior Director, Justice Systems. "Now court systems can rely on FullCourt Enterprise to trigger time-relevant, pre-configured messages to remind plaintiffs, defendants, and attorneys about important appointments and docket changes. This helps courts improve communication, reduce costly no-shows and delays, and remain compliant with court policies."

To help reduce customer costs, Fonative CPaaS incorporates toll-free SMS. With 800 number SMS, Justice Systems was able to design a fully CTIA™-compliant text messaging approach for business-to-consumer (B2C) communication and provide each court with its own phone number and identity.

"Justice Systems worked with us early on, integrating the cost savings and convenience that 800 number texting provides. Together we built proper opt-in and opt-out policies that will ensure consumers remain in control of the messages they receive, and the courts remain in compliance with mobile carrier texting policies," said Stephen Smith, Fonative's Founder and CEO.

About Justice Systems

Justice Systems, Inc. (JSI), a wholly owned subsidiary of Ontario Systems, is a leading provider of court case management, prosecutor and public defender case management, and electronic payments software to state and municipal court systems. JSI's key products include Full Court Enterprise®, FullCase®, and CitePay USA™. Founded in 1982 as National Equipment Corporation, JSI today serves 500+ unique courts and judiciary offices. Headquartered in Albuquerque, New Mexico, JSI's associates have deep domain expertise in nearly all specialties of court case management and judiciary operations. For more information about JSI's court case management solutions, visit www.justicesystems.com.

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 RegReady are trademarks of Fonative, Inc. FullCase and FullCourt Enterprise are registered trademarks, and CitePayUSA is a trademark of Justice Systems, Inc. CTIA is a trademark of CTIA - The Wireless Association. Other product names, logos, and brands are property of their respective owners.

Contact:

Andy Abramson

[email protected]

+1.858.777.9777

 

Dan Ward for Justice Systems

[email protected]

+1.603.244.0804

 

SOURCE Fonative

 

Related Links

http://www.fonative.com

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

June 16, 2020

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WebRTC Softphone Provides Agents with Ability to Work from Anywhere

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

Ecosystem partner Numeracle launches Critical Calls Registry

March 27, 2020

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Fonative is working with Numeracle, the leader in robocall blocking and call labeling visibility, as part of our effort to identify and prevent improper call labels from being applied to outbound calls. Earlier this week, Numeracle launched the Critical Calls Registry to deliver a defined process that vets and verifies critical callers so that communications solution providers and organizations can ensure COVID-19 emergency calls are not mislabeled as FRAUD or SCAM, or blocked at the carrier level. The Critical Calls Registry helps first responders, hospitals, health care providers, state and local health officials, and other government officials to eliminate call mislabeling and ensure call completion.

As a company committed to authenticating caller identity and call execution, we applaud Numeracle for taking the initiative at a time when so much of business today is business unusual. By establishing the Critical Calls Registry now, in this time of need, Numeracle is demonstrating that their vision surrounding call labeling has the right stuff for business today.

You can learn more about what Numeracle is doing by reading their news release about the Critical Calls Registry. If you are a Fonative customer using our platform for critical calls, please contact us to learn more.

VIDEO: Fonative interview at the 2020 ITEXPO #TechSuperShow

March 03, 2020

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At the recent 2020 ITEXPO #TechSuperShow in Ft. Lauderdale, FL, Founder and CEO Stephen Smith spoke with TMCnet’s CEO Rich Tehrani about regulatory compliance in the healthcare and financial services industries, Fonative’s role in helping providers to meet requirements, and the company’s focus in 2020 http://bit.ly/32NANPh

itexpo logo

PODCAST: Enterprises changing communications for new generation of workers and customers

February 19, 2020

32. Microphone

Recently, Fonative’s Founder and CEO Stephen Smith sat down with Doug Green, Publisher of Telecom Reseller, to talk about compliance in enterprise communications, its importance to opening up new market opportunities, and how Fonative enables call center operators and developers meet the ever-evolving regulatory requirements http://bit.ly/37AXHtV

Telecom+Reseller+Podcast+logo LI+w tagline

Fonative Supplies Ontario Systems with Trusted Entity Calling Powered by Numeracle

February 11, 2020

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Increases Call Completion Rates to Combat Call Blocking and RoboCall Labeling

Lowell, MA --February 11th, 2020 -- Fonative , the Compliant Communications™ company, today announced the live customer deployment of its Trusted Entity Calling solution by a Fonative customer, Ontario Systems, a leading provider of receivables management software to healthcare providers, ARM agencies, and government collections departments. This solution is powered by Numeracle ™, the pioneer of robocall blocking and labeling visibility in the calling ecosystem.

“Since adding Trusted Entity Calling we have seen a measurable increase in the call completion rate in the first month of use,” said Rip Harris, Ontario Systems’ Director of Product Management. “This bodes well as our call center customers need to be able to reach the people they call. Given the rise in robocalls, and numbers being marked as suspicious, having the means to make the outbound numbers trusted will only help their bottom line.”

Fonative’s Trusted Entity Calling provides customers, like Ontario Systems, with phone number registration to increase the connect rate on outbound calls, resulting in more and more effective customer conversations. To accomplish this, Fonative deployed Numeracle's NumeraCert™ and NumeraList™ solutions to vet and verify trust in the calling party’s identity and register phone numbers across the wireless ecosystem.

The cloud-based process is enabling call centers utilizing Ontario Systems’ Omni Voice service to register phone numbers associated with verified entities, laying the groundwork for STIR/SHAKEN call attestation. By validating the numbers with NumeraList, the legitimate calls are identified to the network. As a result, outbound calls to consumers originating from the Ontario Systems’ customer call centers will not be mislabeled and incorrectly displayed as FRAUD or SCAM calls.

“We’re here to provide a path and a process for legal, compliance-focused entities, like Ontario Systems and its customers, to identify themselves as ‘trusted’ across the call delivery ecosystem,” said Rebekah Johnson, Numeracle founder and CEO. “Through this process, we’re also able to identify fraudulent actors and prevent those types of entities from registering phone numbers through our platform and further dissolving trust in voice communications.”

Fonative’s carrier-grade CPaaS platform supports leading North American call centers that focus on healthcare-related and financial activities. Calls placed often surround payment and collection matters which involve the sharing, or collecting, of protected health information and payment data. As an intelligent solution, NumeraCert and NumeraList complement Fonative's best in class, HIPAA, and PCI-compliant communications cloud-based API.

“With carriers and the FCC cracking down on robocalling, it's now critical to be bringing services like this to the market that validate, and certify, legitimate callers,” said Steve Smith, Founder and CEO of Fonative. The FTC’s recent letters warning voice service providers of the consequences of assisting with the delivery of illegal robocalls is evidence that a dedication to watchful compliance will be even more critical in 2020.

About Numeracle

Numeracle is working with telecom carriers, call blocking and labeling analytics providers, device manufacturers, and industry leaders to deliver a path to visibility and control in the new calling ecosystem. Through the company's technology vision and industry leadership, Numeracle is laying the foundation for returning trust and transparency to customer communications. To learn more about Numeracle's call blocking and labeling solutions for call originators and call centers, visit www.numeracle.com.

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 is a trademark of Fonative, Inc. Numeracle, NumeraCert and NumeraList are trademarks of Numeracle, Inc.

# # # #

Contact: Andy Abramson for Fonative

[email protected]

+1.858.777.9777

 

Molly Weis for Numeracle

[email protected]

+1.814.380.1181

 

Casey Stanley for Ontario Systems

[email protected]

+1.765.751.7000

Fonative and Numeracle to Deliver Trusted Calling to Call Centers

December 17, 2019

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Compliant Communications and Trusted Entity Efforts Will Improve Call Completion

Lowell, MA -- December 17, 2019 -- Fonative, the Compliant Communications™ company,                                                                              and Numeracle™, the pioneer of robocall blocking and labeling visibility in the calling                                                                        ecosystem, today announced a development and deployment relationship that benefits call centers. Fonative will deploy Numeracle's NumeraCert™ and NumeraList™ solutions to vet and verify numbers, enabling call centers to use phone numbers that are already verified, and laying the groundwork for STIR/SHAKEN call attestation. By registering numbers with NumeraList, legitimate calls are identified to the network. As a result, outbound calls to consumers originating from the call centers will not be incorrectly tagged and displayed as FRAUD or SCAM calls.

With Numeracle's NumeraCert, Fonative’s customers receive "Trusted Entity" status made possible through a rigorous investigation and compliance process confirming the identity and bona fides of the calling party. After certification is complete, Fonative uses NumeraList to establish the baseline of truth for the removal of improper call labels from being applied to outbound calls, preventing the tainted association with labels intended to identify illegal or fraudulent robocalls.

With an ever-expanding calling agent base, and rising daily call volumes, Fonative-supported call centers often need to add phone numbers from the recycled number pool to keep up with demand. By deploying the Trusted Entity solution, as the first wave of caller identification technologies, customers gain benefits today while Numeracle and Fonative actively prepare for the next wave of caller authentication, which comes from STIR/SHAKEN. Together the companies will offer Fonative's call center customers a direct delivery path of Trusted Entity status, providing the highest levels of call integrity verification once STIR/SHAKEN is deployed across telco networks in 2020."

Call completion issues will rise in the future as a greater number of telephony service providers adopt STIR/SHAKEN to authenticate legitimacy of a calling party's number," said Steve Smith, Founder and CEO of Fonative. "We are in an era where the availability of clean numbers that are untainted from the robocalling tag is declining and are in short supply. By adding NumeraCert to Fonative’s technology stack, calls placed from numbers previously used by so-called bad actors are treated as clean, so calls placed actually reach the called party."

“For the last two years, we’ve been working on the vetting framework to support the verification of legal entities on the voice channel,” said Rebekah Johnson, Founder and CEO, Numeracle. “With FTC enforcement at the service provider level increasingly impacting enterprise clients, working with a provider displaying the utmost commitment to privacy, security, and compliance has become absolutely critical. Fonative is that partner who shares our vision in ensuring clients’ use of the voice channel continues uninterrupted.”

Fonative’s carrier-grade CPaaS platform supports leading North American call centers that focus on healthcare-related and financial activities. Calls placed often surround payment and collection matters which involve the sharing, or collecting, of protected health information and payment data. As an intelligent solution, NumeraCert and NumeraList complement Fonative's best in class, HIPAA, and PCI compliant communications cloud-based API.

Numeracle+logo2

Fonative to present on STIR/SHAKEN at PowerUp2019

August 24, 2019

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Fonative and key customer Ontario Systems share the same goal: to help combat the problem of fraudulent and illegal robocalling while ensuring that legitimate businesses and enterprises are able to reach their consumers. At Ontario Systems’ PowerUp 2019 annual customer conference, Glen Gerhard, advisor and telecom network architecture consultant to Fonative, will participate in a panel discussion on STIR/SHAKEN and present on the FCC and House and Senate activities to block robocalls.

The STIR/SHAKEN solution, as it’s referred to in the industry, is based upon the FCC-sponsored protocols that allow legitimate callers to attest to the validity of their calls. Gerhard will also present the steps Fonative is taking to ensure Ontario’s customers, and other legitimate businesses, can still reach their consumers.

Ontario Systems is a leading provider of enterprise software designed to improve operations and revenue recovery for clients in the healthcare, ARM, and government industries. PowerUp2019 will gather Ontario customers, partners, and industry leaders for three days of learning and networking, showcasing the newest product innovations and practical takeaways for all users. The event will be held August 26-28 in Coronado, CA.

Glen Gerhard has 25 years’ experience in the telecom industry helping customers leverage IPBXs and carriers deploy SS7, SIP, IMS and WebRTC. Glen is guiding Fonative’s strategy for the STIR/SHAKEN and eCNAM (enhanced calling name) protocols to ensure the Fonative CPaaS platform can reliably deliver calls on behalf of customers.

For more information on Fonative's CPaaS solutions, visit the Fonative website, www.fonative.com, or contact Fonative at 978.369.1334.

Fonative Launches the Secure Agent Communicator

April 2, 2019

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Fonative today announced the general availability of the Secure Agent Communicator™, its WebRTC-powered application that enables contact centers to use web browsers to connect their agent call legs from virtually anywhere.

The Secure Agent Communicator employs the latest WebRTC protocol, providing secure, end-to-end encrypted voice paths directly from the desktop to the Fonative™ CPaaS platform. From there the agent calls are connected to consumers just like a traditional telephone call. Since its initial launch, WebRTC has improved its resilience to network issues, providing increased audio call quality for agents and called parties. With the Fonative Secure Agent Communicator, upgrades are seamlessly provided in the background via the Fonative web servers, eliminating the need for any on-premise upgrades and configurations.

“Our secure CPaaS solution’s new capability enables application providers to offer their contact center customers new built-in features and advanced functionality that goes beyond what was available on desktop handsets or even mobile smartphones,” said Stephen Smith, Fonative’s CEO. “By eliminating the need for any premise-based PBX equipment, or the installation of softphones, contact centers can now reduce costs while providing their agents with a high-quality and securely encrypted voice path right to the desktop. This reduced footprint means simplified administration, rapid agent setup, and faster time to market.”

Fonative pioneered one of the industry’s first large-scale enterprise VoIP platforms and continues to provide contact center application providers with the rich set of sophisticated features for secure, reliable, scalable communications.

To bring the Secure Agent Communicator to market, Fonative worked with Sansay, Inc, using WebRTC sample code and WebRTC to SIP gateway function within Sansay's VSXi™ Session Border Controller. The cloud-based deployment allows Fonative to provide secure and reliable calls between existing VoIP networks, WebRTC applications, and end users.

For more information on Fonative’s CPaaS solutions, contact Fonative at 978.369.1334 or [email protected]

Fonative welcomes Jim Thomasch as CFO

November 15, 2018

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Jim Thomasch has joined the Fonative team as Chief Financial Officer. He manages the finance, accounting, and treasury functions for the Company.

With more than 25 years’ experience in corporate finance, operations and management consulting, Jim has guided private and public start-ups and higher-growth enterprises through all stages of business development.

Jim began his career in public accounting with Arthur Andersen & Co. as an auditor and staff accountant. Over the years, he quickly progressed through the ranks across high-tech companies in the Greater Boston area, including Division President and COO, of XRE Corporation (formerly of Thermo Electron), Senior Vice President and CFO of PLC Systems, and CEO of Clinquest Inc. He most recently co-founded IMS, Inc., a technology start-up that develops and distributes innovative imaging devices. Jim remains active as a Director on its Board, and also serves as a part-time Managing Director at Dunn Rush & Co. LLC, a Boston-based investment bank providing Merger and Acquisition advisory services.

“We’re excited to bring onboard such a consummate professional,” said Stephen Smith, CEO of Fonative. “Having a strong finance arm is the final piece dropping into place, and we’re now poised for the next phase of our growth. Jim’s background and experience couldn’t be a better fit as we look to expand our team, customer base, and products.”

Fonative receives third U.S. patent for answering machine detection

September 27, 2018

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Fonative, Inc., a provider of secure, scalable enterprise-grade CPaaS solutions, announced it was awarded U.S. Patent No. 10,014,006 titled Method of Determining Whether a Phone Call is Answered by a Human or by an Automated Device.

Fonative helps businesses connect with customers through voice and text. With Fonative's Communications Platform as a Service (CPaaS), application providers integrate calls and messaging into their solutions without the need to maintain servers, infrastructure, network, and telecommunications carriers.

This latest patent covers a novel, new approach to combining Fonative’s existing heuristic-based answering machine detection with sophisticated pattern recognition to detect known voicemail prompts and standard answering machines.

“We're excited to bring our audio signal analysis technology forward and apply it to new areas; in this case, the domain of answering machine detection,” said Steve Smith, CEO of Fonative. “With the ability to detect known answering machine and voicemail messages, we can further improve accuracy and reduce false detection for our customers."

Fonative received two prior patent awards for its audio signal analysis technology in 2015 and 2017, respectively.

Ampersand, Inc. is now Fonative, Inc.

July 01, 2018

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Ampersand, Inc., an industry veteran in providing innovative enterprise-scale telecommunications solutions, has changed its name to Fonative, Inc. The new name reflects the company’s strengthened focus on linking enterprises with customers via the cloud through voice and text, as it continues its successful run of 25+ years in business.

A telephony solution provider that nurtures its expertise through technology innovation and superb customer care, Fonative helped to pioneer the migration to VoIP for large-scale enterprise applications, launching the first extensive enterprise VoIP platform in North America.

Powering more than 60 U.S. call centers representing 5,000 agents and over 20 million minutes of calls per month, Fonative’s patented technology is trusted in highly regulated industries that include Accounts Receivable Management and Healthcare Revenue Cycle Management.

Key customer Ontario Systems weighed in on Fonative’s endurance in a market that is witnessing a proliferation of disruptive technologies and accelerated growth. “The Fonative CPaaS API is a trusted component of the enhanced capabilities we deliver through our contact management solutions,” noted Jason Harrington, President of Ontario Systems. “We appreciate our long-term partnership with the Fonative team; they know VoIP and are proven innovators in outbound communications.”

“The enterprise contact center continues to be the focal point where consumers interact with brands,” said Stephen Smith, Fonative’s CEO. “The top companies in the world recognize this and are fueling innovation. It’s an exciting time to be in this industry.”

Nicholas Paine joins Board of Advisors

November 06, 2017

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November 2017

Ampersand strengthened its Board of Advisors team with the addition of Nicholas Paine, Founder and CEO of Quinto Capital, a venture capital investor in high-growth tech and SaaS companies and real estate platforms.

Nicholas began corporate life in Proctor and Gamble brand management and moved on to found, operate and chair several IT and internet companies located across the globe including Lavalife, a telephone dating service that evolved into an online and mobile dating site. Nick grew Lavalife from inception to $90 million in revenue before selling it to a public company in 2004.

“Nicholas brings solid expertise in growing teams and businesses and a focus on Software as a Service,” said Stephen Smith, CEO of Ampersand. “He’s a perfect fit for our Board of Advisors, and I’m delighted to continue our working relationship.”

Ampersand awarded U.S. patent for digitized audio signal identification

July 24, 2017

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July 2017

Ampersand, Inc., a provider of secure, scalable enterprise-grade CPaaS solutions, announced it was awarded U.S. Patent No. No. 9,679,584 titled Method of Matching a Digitized Stream of Audio Signals to a known audio recording.

The patent covers a system and method of analyzing a digital audio stream to compute a digital audio print, identify a pattern, and compare and match the pattern to a library of known digital audio prints.

For call centers, having accurate call progress analysis greatly improves agent efficiency. According to acustomer study conducted at a large call center, over 5 percent of outbound unanswered calls don’t actually ring, but instead play early media that indicates that the dialed number is temporarily or permanently unavailable.

With its patented technology, Ampersand builds a database of telecommunication carrier early media messages, and detects when these messages are heard on outbound calls. This allows for reliable determination and disposition of permanently disconnected numbers, even when the carrier itself does not provide the correct SIP termination code.

“Over time, we’ve continued to invest in our intellectual property, specifically in the areas of outbound calls and call progress analysis,” said Stephen Smith, CEO of Ampersand, Inc. “With this technology, we're able to properly provide highly accurate call dispositions to indicate temporary or permanent failures, allowing our customers to update their campaign inventories and/or redial numbers within regulatory compliance guidelines,” he added.

This patent is a follow-on to U.S. Patent No. 9,053,711 awarded to Ampersand, Inc. in 2015.

Ampersand adds Jay Rogers to its engineering group

May 22, 2017

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May 2017

Ampersand, Inc. is growing its team, with the latest addition of Jay Rogers to the engineering group.

Jay joins Ampersand from HERE Technologies, provider of the Open Location Platform. Prior to this, Jay developed software at leading technology firms including MITRE and EMC for web-based and SaaS cloud-based enterprise applications, data storage devices, virtual infrastructures, network switches, compilers, and aircraft navigation.

“I worked with Jay at Ampersand’s founding and am very pleased to have our paths cross again,” said Stephen Smith, CEO of Ampersand. “Throughout his career, Jay has fine-tuned an impressive range of programming expertise as well as interpersonal and mentornig skills which are ideally suited to Ampersand’s growth strategy in delivering secure, scalable enterprise-grade CPaaS solutions.”

Ampersand, Inc. joins the UMass Lowell Innovation Hub

February 06, 2017

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February 2017

Ampersand, Inc., a provider of highly scalable VoIP telephony cloud solution,. announced the opening of a new office located at the UMass Lowell Innovation Hub.

With its spacious, state-of-the-art floor plan, the Innovation Hub provides 24-hour access to office amenities, support services and a prototyping lab. Its open structure offers a dynamic setting for technology companies and established manufacturing partners to explore synergies and collaborate. It is located at 110 Canal Street in the heart of Lowell’s newly named Hamilton Canal Innovation District.

“We’re pleased to welcome Ampersand to our growing community of technology-based startups here at the UMass Lowell Innovation Hub,” said iHub Director Tom O’Donnell. “Through their membership, the Ampersand team will have access to a comprehensive suite of services, programs, opportunities for collaboration and resources to nurture their entrepreneurial vision and support their technology commercialization efforts.

”Ampersand opened its iHub office in January and immediately began to reap the benefits of its new locale.

“The Innovation Hub offers a flexible environment for us to work in a central location,” said Stephen Smith, CEO of Ampersand, Inc. “With up-close access to a rich diversity of research as well as technical and business resources, we have tremendous opportunity to grow our team and our business.”

About the UMass Lowell Innovation Hub

Located in downtown Lowell's vibrant Hamilton Canal Innovation District, UMass Lowell's Innovation Hub provides access to private and coworking spaces, meeting and event locations, a prototyping and fabrication lab, support services and much more. UMass Lowell is a national research university delivering high-quality educational programs, vigorous hands-on learning and personal attention from leading faculty and staff to its more than 17,750 students. Learn more at www.uml.edu/Innovation-Hub/.

Ampersand deploys cloud-based telephony platform with Ontario Systems

December 12, 2016

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December 2016

Ampersand, Inc, a provider of VoIP telephony platforms and sophisticated call analytics to enterprise call centers, announced its cloud-based solution is now live with Ontario Systems’ core enterprise product, Contact Savvy®. Ontario Systems uses Kaliope Cloud® as the core engine for the contact management platform it takes to market, and has created deep platform integration and additional features to serve their target markets.

Kaliope Cloud offers a cost-efficient solution for end customers to completely outsource their telephony needs. The REST API provides full control over inbound and outbound calls, conferencing of call legs, call recording, media control, and VXML scripting. Ampersand manages and ensures highly-available performance across carriers, networks, and servers. Ontario Systems is a leading accounts receivable management (ARM) and healthcare revenue cycle management (RCM) software and services provider. Initial implementation at the company’s customer sites represents over 100 call center agents placing 100k to 150k calls daily through Kaliope Cloud.

“Contact Savvy 2.0 encompasses the most powerful collection of telephony solutions available in our industry today,” said Rip Harris, Product Management Director at Ontario Systems. “Ampersand’s proven VoIP expertise has been a key component of our value chain, and with Kaliope Cloud they’ve raised the bar even higher. Running Contact Savvy on Fonative’s world-class telephony service allows us to focus on our core applications and our customers’ success.”

“Kaliope Cloud provides a highly secure and reliable platform that scales to serve our customers’ needs,” said Stephen Smith, CEO of Ampersand. “Ontario Systems is a trusted industry leader and long-time customer, and after extensive Alpha and Beta testing we’re very pleased to be live with Contact Savvy 2.0.”

Ampersand CEO to keynote at NY Real Time Web Solutions conference on 8/4/16

July 11, 2016

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July 2016

On August 4th at 11:00 am, Ampersand CEO Stephen Smith will keynote at the Real Time Web Solutions Conference in New York. His talk will explore the key elements of a real-time communication API architecture that can scale to 50k simultaneous calls in a secure, cloud-based environment. The Conference will take place August 1-4 at The Kimmel Center, 60 Washington Square South in New York City. Visit http://www.webrtcexpo.com/east for conference information.

Glen Gerhard joins Board of Advisors

June 10, 2016

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June 2016

Ampersand, Inc., expanded its breadth of expertise in VoIP telephony solutions with the addition of Glen Gerhard to its Board of Advisors.

Glen Gerhard is Founder of Cognexus, a consulting company focused on technical training in developing countries. Prior to this, Glen served as VP of Product Development at Sansay, where he was instrumental in defining corporate and product strategy for its software-based VoIP infrastructures. With extensive background in both carrier and vendor corporations, Glen deftly brings complex issues into focus while providing an objective view of the challenges facing VoIP and NGN carriers.

“Through his role at Sansay and prior positions in the TEMS markets, Glen has established deep connections and insight into the telecommunication provider landscape, which is a very valuable asset for Ampersand,” said Stephen Smith, CEO of Ampersand.

Ampersand taps EiQ Networks for SaaS security service solution

May 16, 2016

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May 2016

Ampersand selected EiQ Networks' SOCVue hybrid Saas security services to fortify security operations http://bit.ly/1WPE3m8. EiQ's solution allows us to meet PCI- and HIPAA-compliance requirements and tap into a cadre of senior cybersecurity experts to provide our customers with a secure and reliable enterprise telephony platform.

"Because EiQ's solution allows us to meet both compliance requirements, we are able to outsource an ideal mix of features and services in a flexible OpEx model," said Howie Cheney, COO of Ampersand

Ampersand establishes Board of Advisors

February 01, 2016

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Ampersand, provider of VoIP-based solutions that transform enterprise call centers, announced the formation of its Board of Advisors. Each of its Board members brings a wealth of experience and professional achievement across the high-technology industry.

Ed Pendergast, Managing Director of Dunn Rush & Co. LLC and Founder and President of Pendergast & Company LLC, works with a broad range of companies in industries that include materials, restaurants, professional services, technology, and medical devices. With a strong foothold in finance, Ed advises companies on team building, strategy and corporate governance, and serves as a Director on numerous boards including NACD’s Board Advisory Services.

Michael Wolfe, Chief Technology Officer of Ontario Systems, LLC, is responsible for all product development, engineering, and infrastructure for the company’s software and cloud-based products. He brings deep technical expertise and proficiency in complex problem solving to Ampersand and other organizations including the Security and Software Engineering Research Center (S2ERC), where Michael is Chairman of the Industry Advisory Board.

Steve Chasen, Executive Vice President for Business Development at PeopleServe, Inc., oversees new business and strategic partnerships at this award-winning technology staffing firm. With 30+ years in the high-technology industry, Steve was Co-founder, President, CEO, and Chairman of Triton Technologies Inc., a direct response inbound call center, until its sale in 2010. At Mercury Systems, Steve served as SVP and General Manager of Operations; VP and GM of Product Operations, VP of Customer Service, and formed the company’s Solutions Systems Group.

Stephen Smith, CEO of Ampersand: “We’re thrilled to be able to leverage the experience, guidance, and connections of our seasoned Advisory Board. As our products continue to gain momentum, we have a strong team in place to help us refine our strategy and grow our business.”

Enjoy faster time to value with the Fonative CPaaS for your enterprise application. Contact us to learn more about Fonative and our solutions.

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