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Fonebox [SMART 100, 2015]

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This SMART 100 profile and the information it contains is a duplication of content submitted by the applicant during the entry process. As a function of entry, applicants were required to declare that all details are factually correct, do not infringe on another’s intellectual property and are not unlawful, threatening, defamatory, invasive of privacy, obscene, or otherwise objectionable. Some profiles have been edited for reasons of space and clarity.

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1. THE BEGINNING

This innovation initially came to life when…

We identified a niche opportunity to build fully customizable, holistic solutions for inbound services within the telecommunications industry.

Previously this was something that only the big players provided. Consumers expressed their discontent in the inability to collaborate with these providers to create comprehensive products to integrate with their existing inbound services.

Rather than rely on our providers archaic technology and systems, we built our own call routing, reporting and contact centre systems to ensure security, efficiency and flexibility in our services. This technology has allowed us to custom build solutions that fulfils our clients’ product needs precisely.

2. WHAT & HOW

The purpose of this innovation is to…

…ensure every business opportunity given, is taken. Many businesses rely on inbound calls without realizing call volumes, campaign results and potential sale or business expansion opportunities. It’s our job to collate this information and create services to combat these issues.

It does this by…

…utilizing our custom built systems that our competitors fail to provide. By adapting our technology, we can help a business identify a standard or custom solution that suits its needs.

Our customizable inbound products and comprehensive reporting platform provides the customer with full transparency into tracking, management and reporting of numbers to ensure optimization of campaigns are achieved.

3. PURPOSE & BENEFITS

This innovation improves on what came before because…

Our technology is significantly diverse and cost effective which sets us apart from our competitors. Whether it be inbound hosting, complex routing, live answering or a combination of these products our team will take the time to create a superlative product solution that focuses on quality, premium customer service whilst still maintaining a cost effective approach.

Its various benefits to the customer/end-user include…

For some businesses switching off their services during personal downtime just isn’t feasible. Knowing that we’re here to capture those calls and provide the ability to view accurate call reporting data simultaneously provides our customers with peace of mind.

4. COMPETITIVE LANDSCAPE

In the past, this problem was solved by…

…either acquiring an offshore solution because it was economical back then or partially utilizing an inbound product at a premium price due no alternative.

In recent times businesses have identified the need for specific call reporting data and to invest in Australian inbound services to ensure that their client SLA’s are being met.

Its predecessors/competitors include…

Our competitors are the big household carriers that everyone has come to know and generally struggle to receive a flexible or tailored product solution.

5. TARGET MARKET

It is made for…

…every business that has a phone number. As cliché as it may sound any business can benefit from our products and services. Whether it is a small business running from home right through to the world’s largest companies.

We take pride in servicing businesses across many different industries and knowing that we can do this through the products we have created.

It is available for sale through…

Our inbound products and services are available directly through my team and myself across Australia and New Zealand.

Our marketing strategy is to…

…make our target audience identify a need they may not realize they actually have. This is not necessarily an easy task. Business’ potentially are not aware of how many calls go unanswered; therefore how much business they are missing. We make it our job to help identify this for our clients.

FINE PRINT: This SMART 100 profile and the information it contains is a duplication of content submitted by the applicant during the entry process. As a function of entry, applicants were required to declare that all details are factually correct, do not infringe on another’s intellectual property and are not unlawful, threatening, defamatory, invasive of privacy, obscene, or otherwise objectionable. Some profiles have been edited for reasons of space and clarity.

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