Contact Center Solutions Featured Article

1st USCU Implements Fonolo's Phone-based Customer Service

October 04, 2012

1st United Services Credit Union recently announced that it has chosen Fonolo’s (News - Alert) best-in-class phone-based customer service. Members of 1st USCU will be offered an enhanced call center experience as waiting time is now replaced with a call-back capability from Fonolo.

Members can now connect to call centers agents in a single click via Fonolo, which has been incorporated into the 1st USCU website. Fonolo's illustrative interface allows callers to connect to 1st USCU in a simplified manner, eliminating phone menus and call waiting. Call center agents are ensured a flawless procedure with the protected, cloud-based services offered by Fonolo.

In a statement, Mark Edelman (News - Alert), VP for Member Contact at 1st United Services Credit Union said, "It was remarkable how easy it was to get the Fonolo solution up and running. We are thrilled to be offering this improved experience to our members."

Organizations are not required to alter the call centers for using the cloud-based offering from Fonolo. The implementation of Fonolo’s cloud-based offering at 1st USCU was successfully completed in a few days.

Shai Berger (News - Alert), CEO of Fonolo said, "1st United Services Credit Union is listening to the needs of their members and offering them an efficient customer experience that will have a profound impact on their brand. We're extremely happy to be a part of their long-term vision."

Fonolo is a privately-held organization based in Toronto. The manner in which the call centers communicate with the customers is further enhanced by the cloud-based offerings from Fonolo. Customers are rapidly routed through the call center by Fonolo, linking them to the correct agent and reducing wait time. Fonolo’s cloud-based offerings are currently utilized by major organizations like the Royal Bank of Canada or RBC, World Travel Holdings and SiriusXM Canada. Fonolo’s cloud-based offering has been honored with several awards and recognitions.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, happening now in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
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!