One of the biggest challenges facing any contact center is minimizing the hold time for callers… Sirius Satellite Radio wants to be as customer-friendly as possible to attract new subscribers … If you visit their Contact Us page, you’ll notice a text box [saying] “Don’t wait on hold. Select an option below, enter your phone number and we’ll call you back.” … The company providing this capability is Fonolo, a Toronto-based startup…Virtual hold really is win-win technology, as it makes contact centers more productive and effective, and it addresses a major shortcoming of the end user experience.
It’s a world of cloud computing, Web 2.0, and smartphones. Savvy entrepreneurs are looking at Virtual Queuing in a different light and making it sexy again. VHT, LucyPhone, and Fonolo all aim to improve the customer service experience, but there is clearly a distinction. I believe it is this: Is the solution right in front of the user? If not then I’m afraid it’s part of the problem, especially in a today’s world where user experience is being transformed.