Contact Center Solutions Featured Article

Fonolo Call-Back Call Center Solution Gains another Fan

May 20, 2014

Customers who contact call centers to address queries or problems have to spend a long time on the phone listening to music or advertisements about the company before they get connected to a live agent.

Fonolo (News - Alert) has been successful in reducing this problem by replacing hold time with a call-back feature which has helped many companies to enhance the call center experience of their customers. According to Forrester Research (News - Alert) about 75 percent of callers prefer to use the call-back feature as they think it is “highly appealing.”

The innovative call-back solution from Fonolo has been implemented by Bright Horizons Family Solutions, a provider of child-care, early education and other services to support the needs of families in balancing their home and work schedules.

The Fonolo solution is especially useful for organizations like Bright Horizons, which uses an Avaya (News - Alert)-based contact center to handle nearly 31,000 calls per month. The call center strives to deliver a consistent and positive customer experience.

Chris Abel, director of contact center operations for Bright Horizons said, “Holidays and long weekends can be challenging when call volume can double, impacting staffing requirements and the customer experience.”

The Fonolo In-Call Rescue solution offers callers the option to call-back instead of waiting on hold for several minutes. The feature allows customers to simply “Press 1 for a call-back,” which will save their place in queue. They will be served and their query addressed as soon as an agent becomes free.  The contact center is connected to the Fonolo cloud using SIP trunking.

Wherever the conversation begins, whether on the Web, mobile or by phone, Fonolo quickly routes customers through the call center, connecting them to the right agent in order to reduce the hold time significantly.

By using the Fonolo solution Bright Horizons has successfully reduced volume peaks which has helped use existing staff more efficiently.  A 30 percent reduction in abandonment rates has also been detected within two weeks of deploying the Fonolo call-back option.

Shai Berger (News - Alert), CEO, Fonolo remarked, “The speed of this deployment and the immediate delivery of results highlights the advantages of our proprietary cloud-based approach.”

The client list of Fonolo includes the Royal Bank of Canada (RBC), Nationstar Mortgage and Thomas Cook who have deployed the solution to improve the call center experience for customers and seen positive results.




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014

FCC Issues Report on April 911 Outage

911 service are one of those things that people expect to be there when they need it. An outage in April of this year knocked out 911 service to 11 million people, and the Federal Communications Commission has released a damning report, according to Threatpost. [ Read More ]
10/23/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!