What’s hot in telco? We ask Fonebox

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This article appeared in the March 2016 issue of CRN magazine.

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What’s hot in telco? We ask Fonebox
Jordan Grives

What telco services and technologies do you specialise in?

Fonebox specialises in Australian inbound numbers, including 13, 1300 and 1800 numbers, 24/7 Australian-based phone answering services, call routing solutions and dynamic call tracking, as well as industry leading inbound reporting.

When did your company first get involved in this area?

Fonebox was established in 2008. We embarked on the telecommunications business venture after identifying a niche opportunity to build fully customised and holistic inbound service solutions for businesses.

What are your telecommunications credentials?

Fonebox Australia is a member of the Telecommunications Industry Ombudsman; operates within ACCC guidelines to ensure fair service delivery; adheres to the ACMA’s codes of practice; and obeys the Telecommunications Consumer Protection Code.

Who are your main carrier partners or distributors for telco technology?

Fonebox has partnered with Australia’s largest carriers at a wholesale level. Our partners include M2 Wholesale, Vocus Communications, AAPT and Primus.

Heard of any cool developments in the telco space recently?

Dynamic call tracking is an emerging and exciting technology in the sector. It allows businesses to optimise their online advertising spend based on click-to-call conversion rates of separate marketing channels. Dynamic call tracking data provides channel accountability.

Can you tell us about a recent telco deployment?

We recently brought on a blue-chip IT company with multiple subsidiaries. We provided a single point of carriage and reporting for their inbound numbers at an organisational level. We produced savings for the client of more than $500,000 annually, as well as delivering a customised and holistic inbound service.

What is driving customers’ telco projects?

Research shows consumers who are emotionally engaged in a positive way are better consumers who display higher purchase intention and are more likely to recommend the business they’re engaged with. Through education and support our clients are becoming aware of the values of data and reporting to better inform decision-making. If your call to action is a phone number, you must use inbound data to optimise your activities.

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