The End of Hold: Comparing Fonolo In-Call Rescue, Avaya Callback Assist, Cisco Courtesy Callback and Virtual Hold Conversation Bridge

Virtual Queuing Solutions Comparison - Fonolo In-Call Rescue, Avaya Callback Assist, Cisco Courtesy Callback, Virtual Hold Conversation BridgeAre you still putting your callers on hold?

Here’s some bad news: They hate it. They’ll leave you for it. And they’ll tell the whole world in the process.

Here’s some good news: Virtual queuing eliminates hold time and there are a growing number of ways you can add it to your call center.

Most major call center vendors now offer a virtual queuing add-on to their product. For example, Avaya offers Callback Assist and Cisco offers Courtesy Callback. There are also vendor-independent options. Virtual Hold, a pioneer in the field, offers Conversation Bridge and Fonolo offers In-Call Rescue. Fonolo’s offering has the distinction of being the only cloud-based offering (which also gives it the lowest cost).

If you’re considering virtual queuing for your call center, tune in to this week’s webinar (register here) where we’ll discuss the pros and cons of these options. Continue reading to preview the webinar slides and download our new In-Call Rescue datasheet.

Some Background

Today Fonolo is mostly known for its innovative approach to adding a visual interface to the call center. Companies of all sizes have improved the call center experience by adding our widget to their website or mobile app. We’re recognized as leaders in visual IVR (replacing the old “press 1 for this, press 2 for that” with a more powerful and intuitive process). We were the first to offer a fully cloud-based solution that combined visual IVR, pre-call questions, virtual queuing and post-call surveys.

Our web and mobile interfaces make it very easy to add virtual queuing (offering your caller a call-back from the next available agent). Furthermore, we’ve learned over the years that having a visual interface makes virtual queuing work much better because it gives callers continuous feedback.

However, there are many callers that still dial-in directly to the call center, which means they can’t take advantage of this improved experience. That’s where In-Call Rescue comes in.

Fonolo’s In-Call Rescue

Datasheet for In-Call RescueIn-Call Rescue extends the Fonolo experience to customers who call your company directly (as opposed to starting on the website or mobile app). When hold times are too long, your customers are offered the option to “press [1] to receive a call-back when the next agent is available.” Fonolo handles the rest. All your existing processes (e.g. CTI, screen-pops) will work as before.

The idea of virtual queuing has been around for a long time, but Fonolo has revolutionized it by offering it as a cloud-based service. This means:

  • Faster deployment
  • Lower costs
  • Easier configuration
  • Better scalability
To learn more, download our In-Call Rescue Datasheet.

 

 


On-Demand Webinar: You Can’t Afford to Put Callers on Hold

You Can’t Afford to Put Callers on Hold” garnered record pre-registration numbers and the activity throughout the event was fabulous.

Here are some of the questions asked from our attendees:

  1. Is scheduled call-back dependent on the ACD functionality?
  2. Once the call back is made, does Fonolo hand control back to the initiating ACD or web application? Or does Fonolo maintain control?
  3. Will call the handle time show the duration in the virtual queue?
  4. How does Fonolo handle toll-free costs?
  5. Does the caller maintain their place in line or are they connected when an agent becomes available?

 

Here’s what we covered:

Putting callers on hold is a lose-lose proposition. With every minute spent on hold, your customer gets more frustrated while your call center wastes money keeping that phone line open.

Social media has added a new sense of urgency to this problem. Consumers are social sharing real-time complaints that will ultimately drag down your brand’s reputation.

Learn why the best way to eliminate hold-times is to offer a call-back.

We talked about: