Customer Management IQ: Next Generation Call Center Technology For the Next Generation of Purchasers

“…As consumers, we come to begrudgingly accept [IVR systems] as a fact of life. But it doesn’t have to be this way…. some of the next generation technologies available today… make the most of web and smart phone user interfaces [yielding] a much different experience … a faster connection to a real human and without the IVR frustration…

Fonolo … turns any phone menu into a visual interface. This allows customers to navigate phone menus in a more natural way—visually from their browser or mobile application screen. The paradigm here is that callers, like visitors to a standard or mobile web page, get to click or tap on the box that best represents what they need. From there, the Fonolo application connects them directly to the agent that can best serve them.”

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