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

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/22/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
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!