Contact Center Solutions Featured Article

October 04, 2012

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

By Carolyn J Dawson

TMCnet Contributor

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

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