100% Australian based

Over a decade powering Aussie companies

An Over the Wire Group ASX listed company

Fonebox: Giving your business a voice

Unlock the full power of the human voice

Find out how we’re supporting members during this time on our updates page.

Become a more connected business today

Connect without boundaries

Turn calls into relationships

Find more of your best customers

The art of making connections meets the science of connectivity

We bring the full power of the human voice to modern businesses. State-of-the-art voice
technologies united with human intelligence helps businesses find their voice and connect
above the noise.

Modular

Flexible | Scalable | Customised

Our unique capability utilises over 70+ voice tech features with the ability to feature stack and create intelligent call experiences optimised to deliver call outcomes simply unheard of.

Connections

Experience | On-demand | Insight

Turning every call into a connection that matters is an art. Our Australian on-site, on-demand call centre ensures every call interaction realises the power of the human voice.

Technology

Automation | Data-driven | Intelligent

The technology platform built from the ground up to deliver better human connections. Equipped with advanced data driven decision engines capable of handling the most complex routing configurations and activating call handling capabilities at scale. All in real-time.

End-to-end solutions for all your business needs

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Managed Inbound

Unlike other telcos, we complement intelligent voice technology with expertise to fuel faster connections for customers, smarter staff connectivity & actionable insights that help continuous improvement.

Unlock the true potential of inbound numbers with expertly managed services that makes all the difference.

Smarter call flows, intelligent routing paths & optimised menus all customised to align with your workflows & how your customers want to connect.

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1300/1800 Numbers

Access Australia’s largest inventory of national & toll free 1300/1800 numbers with instant activation and deployment of services.

Switching your existing inbound services including 1300/1800 numbers is what we specialise in regardless of existing complexity or bespoke configurations. Enterprise grade migration processes designed to help easily deploy the most complex call flows with zero downtime or hassle.

We’ll audit your existing call flows and enhance for better customer experience, reduce routing inefficiencies and pin-point bottlenecks that result in revenue implications.

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13 Numbers

13 Numbers play the backbone of many enterprises that rely on them as the gateway to connect with customers. We can help you activate any available 13 number or simply host the existing numbers currently activated.

Switching your existing inbound services including 13 numbers is what we specialise in regardless of existing complexity or bespoke configurations. Enterprise grade migration processes designed to help easily deploy the most complex call flows with zero downtime or hassle.

We’ll audit your existing call flows and enhance for better customer experience, reduce routing inefficiencies and pin-point bottlenecks that result in revenue implications.

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Smart Numbers

Phone words or Smart Numbers are available with the 13, 1300, & 1800 number prefixes. We’ll help you find and host any smart number of your choice powered by Fonebox’s intelligent suite of over 70+ voice tech feature capabilities and industry leading inbound analytics via our reporting platform.

Leverage our expertise when it comes to choosing the most effective smart number with over a million numbers to choose from. At Fonebox, rest assured you will always own the number and all rights of use without any of the pitfalls of leasing or renting numbers.

Trust us to provide the smarts a smart number deserves with intelligent call routing, handling and reporting capabilities.

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Local Virtual Numbers

Local virtual numbers complement national and toll-free numbers by boosting your organisations local presence. Choose from local 02, 03, 07 and 08 prefixes in all major cities and states Australia wide

Enable the full suite of intelligent voice tech capabilities only Fonebox can activate to fully activate the localisation advantages of your inbound numbers.

Fonebox can migrate any existing numbers and service configurations under our enterprise grade migration and deployment process for a seamless transition

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International Numbers

Fonebox hosts international Inbound Numbers in New Zealand, The United States of America, Canada, The United Kingdom, as well as throughout Europe and Asia – practically anywhere you take your business

0800 Numbers are the 13, 1300, 1800 Number equivalent for New Zealand. 0800 Numbers are a great way to market your business to both the North and the South Islands or even your local area.

With Fonebox, all number types locally, nationally and internationally can be managed under one roof with seamless caller experiences, data insights and intelligent routing all working together

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Performance

At Fonebox we understand performance can mean different things, not just in numbers. Our voice tech capabilities and expertise combine to deliver solutions that go beyond numbers to where it really matters.

Customers want to connect faster, businesses want to improve productivity, workflows need to be streamlined, cost efficiencies realised and data driven decisions. Meet Fonebox.

Enterprise grade infrastructure, voice platforms, networks and tier 1 carriers combine to deliver on scalability and dependability needs of mission critical services of Australia’s largest biggest organisations

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Routing

The path to happy customers starts with intelligent call routing capabilities. Take control with over 20+ advanced call routing capabilities, Fonebox offers the most comprehensive call routing capabilities in the market to help deliver faster connections from the most complex call paths

Utilizing both automation and real-time predictive algorithms, Fonebox routing solutions can deliver faster and better customer experiences regardless of organisational complexity.

Location based, Time/Day routing, Post Mapping, Roster/schedule routing, Caller ID routing, Logistics routing, Pin/Extension-based routing, IVR menu plus more.

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Optimisation

Optimised call flows expertly configured are proven to deliver faster connections and exceptional customer experiences. At Fonebox, we understand your business doesn’t stand still, so we deploy a continuous optimisation process driven by call insights to continually improve call outcomes.

Improving call flows and configurations aligned to staffing schedules to drive productivity, performance management reporting and identify over/under resourcing.

Reduce call costs, identify process inefficiencies and optimise marketing spend based on output.

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Data

Unlock actionable insights from calls like never before with an industry leading call tracking and reporting engine designed to empower your organisation to embrace data.

Make decisions with confidence and see your call data in a different light with all your call metrics in one place – meaningful dashboards, visual trends and customisable reports.

Maximise marketing, accelerate sales, optimise operations, forecast accurately and make smarter decisions faster. All without needing a data scientist.

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Technology

We believe technology exists to simplify. At Fonebox, we use world-class voice tech built and supported by our own team of engineers right here in Australia to simplify communications.

We’ve built our platform to seamlessly integrate with other market leading platforms such as CRM’s, call centre platforms, phone systems and more

Scalability and flexibility comes out of the box with a dedicated technology team on-hand to deliver capabilities we are yet to dream up.

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Migration

Working with big business for over a decade, we understand migration of services is one of the most critical aspects of the transition process. With thousands of large scale and complex migrations under our belt we understand what it takes to successfully transition services without the risk or hassle.

Our solution architects and account managers replicate, design and optimise the new services in testing environments followed by extensive QA & testing.

Once the new services have been thoroughly tested, we deploy the new services according to the deployment process approved i.e in a staggered (i.e by number, department etc), parallel or replacement with zero downtime risk to services.

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Contact Centre

Our 24/7 Australian based CCaaS (Contact Centre as a Service) offering acts as the backbone behind thousands of businesses requiring a true extension to their operations.

From large enterprise, government, franchising to SMEs, charities, online retail & ecommerce – Fonebox is the go-to choice when it comes to delivering on customer engagement outcomes.

Ultimately we strive to deliver an unified voice under one platform that goes beyond just delivering calls. It’s the seamless integration between our inbound voice services to contact centre solutions that makes all the difference.

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Inbound

Fonebox offers a range of inbound contact centre outsourcing services designed to complement current in-house teams while providing much needed specialised support and bandwidth 24/7. View some of our popular inbound contact centre services below:

Services include phone answering, message taking, virtual receptionist, after hours and call overflow

Order taking, first level customer service, help desk, online product enquiry and phone agent support using web based applications

Bookings & appointment management, order management (including verification and processing), event registration/RSVP, lone worker safety monitoring

Marketing campaign support, promo hotlines, inbound sales & screening, incident/info hotlines, dispatch services

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Outbound

Our Australian based outbound contact centre services are fully customisable with a range of fully managed and campaign based services offered by Fonebox. View some of our popular outbound contact centre services below:

Monitoring services (safety check-in’s, patient monitoring, staff roster management), follow up, reminder, notification and escalation services

Appointment setting, dispatch work orders, cross sell/up-sell, fundraising, reactivation call backs and loyalty and retention programs

Database validation, compliance & audit, fraud checks, sales lead verification and qualification

Customer surveys (NPA/CSAT), customer feedback/reviews, market research (polls, focus groups), quality assurance call backs

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Messaging

Our basic messaging services help businesses capture high value opportunities with 24/7 coverage to ensure your phones are always answered regardless of limited resourcing, public holidays, staff scheduling or call volume peaks.

Custom greetings and scripting designed to deliver to your needs

Capture sales enquiries, track responses to marketing campaigns, collect website enquiries etc.

Messages delivered instantly via SMS or Email with the option to integrate directly into your CRM system

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Virtual Reception

Our virtual reception service is designed to take calls round the clock with all capabilities and flexibility of a front desk team.

Support and connect callers across teams, departments and offices including directory service, info-line/FAQ, and escalation management

Schedule and book appointments including web based diary management

Take and relay messages, capture & distribute leads and customer enquiries

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Call Overflow

We know there are times when you need an extra pair of hands; it might be during an especially busy peak period or when you don’t have enough staff due to unplanned absences. At Fonebox, our team is ready to step in when you need support the most.

Help manage during high call volumes, peak times, staff absences, limited resources, public holidays.

Much needed cover during after hours or in-between roster gaps to capture calls that are being missed 24/7/365.

Smooth transition from your phone lines to ours as we support excess calls during marketing campaigns, product launches or DRTV campaigns

Uncover insights in every call to transform hindsight to foresight

Beautifully simple intelligence

Operational Insights

The confidence you need to make the right calls and focus on conversations that really matter. Get on the front foot with operational trends, bottlenecks, productivity and resourcing.

Marketing ROI

Increase your return on ad spend by knowing what marketing efforts drive inbound calls. Find and convert more of your best customers.

Business Efficiency

Rescue missed opportunities before they happen, monitor staff productivity and get a handle on where you call costs are coming from.