Abstract: Virtual Queuing Whitepaper

A New Approach

Fonolo's approach to improving the call center is radically different from anything you've seen before. Rather than asking you to install new hardware or software, Fonolo integrates with the call flow by bridging every call between your agents and your customer.

Hold-for-Me

With Fonolo's Hold-for-Me feature, you can show your customers that you respect their time and offer to call them back when an agent is free.

This approach to virtual queuing can eliminate hold time for your customers in a way that is completely transparent to your existing infrastructure.

To your call center, calls through Fonolo look like any other inbound call. Your IVR, ACD, CTI and other systems will continue to work exactly as before.

Benefits

  • Create an improved customer experience.
  • Reduce operational costs and improve agent efficiency.
  • Provide a uniform interface between the web and mobile applications.
  • Collect information from customers before the call to streamline the agent conversation.

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  12. I agree to receive email communication from Fonolo.

Step 1 of 5: Getting Started With Fonolo is Easy!

In just a few minutes, you'll be able to see a "visual map" of the options in your company's phone menu and create a "call widget" that allows callers to navigate through your phone system in one click. You'll also generate a mobile-style preview that you can access through a smartphone or web browser. But first, we'll need some basic info.

  1. So we know who you are.
  2. We'll use this to show you what the widget will look like on your site. (Most people choose their company's home page.)
  3. Must be a North American direct-dial number. (For numbers outside the US and Canada, contact us.) If your phone number isn't found in our database, you can continue building your widget today using one of our sample IVRs, until your phone menu is added to our system.
To see your existing Widget Preview, hit the Preview button now, or Continue to create a new one.
Preview
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Checking the Fonolo IVR database for the number .

Sorry! We were not able to find in our database, but we've added it to our system to be scanned.

For now, you can use a sample IVR to create a call widget and experience all of Fonolo's features. When your IVR has been scanned, we'll send you a note so you can connect it to your trial.

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Step 2 of 5: Mapping "Call Buttons" to Your Phone Menu

Drag and drop options from your IVR onto the call widget to create "call buttons" that can be used to skip through your IVR. If your company's phone menu doesn't appear here, please select one of the sample IVRs from the drop-down menu.

    No Nodes found in database for selected tree.

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Step 3 of 5: Basic Appearance

Every element of the Fonolo widget is configurable through our web interface. But for now, let's keep things simple! Just choose a title and theme.

Widget Title


Widget Color Theme
Try this live demo!

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Step 4 of 5: Tab Configuration

Visitors to your site will activate the Fonolo trial widget by clicking on a tab that appears on the side of the web page.
Call widgets can be also embedded in any page and customized in many ways.

Tab Label


Tab Position

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Step 5 of 5: Advanced Features

By adding Fonolo as a new "front end" to your call center, you automatically gain access to powerful features like:

Hold-For-Me / Scheduled Call-Backs
Your callers will never have to wait on hold again! Instead, they'll get a call-back when the next agent is available. We also allow scheduled call-backs which can make your call center more efficient by shifting calls to off-peak periods.

Pre-Call Questions
Dramatically reduce the time your agents spend on each call by collecting key information (e.g. account numbers, reference numbers) before the call. That way, agents can get right down to business when connected to callers. All your existing CTI and "screen pops" will be unaffected.

Post-Call Surveys
The best way to get feedback on your call center is to ask questions immediately after the call, when the experience is still fresh in the mind of the caller.

All of these features are fully configurable at Fonolo's convenient customer portal.
Fonolo's cloud-based approach makes it quick and painless.
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You're all Set!

Until Fonolo scans your IVR at , the call widget will continue to use the sample IVR you selected.

To be notified when your actual IVR has been scanned, please let us know where to contact you. (This step is optional.)




Register
Thank you. We will contact you at when your phone menu is ready.

Your new Fonolo Preview is available here: http://fonolo.com/blah

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