Our mission at Fonolo is to fix common aggravations with the call center experience. One common aggravation is the “data pass-through” problem. You may not have heard this phrase before, but you have surely experienced it. Whenever you are asked for information by the IVR and then asked for the same information again by the agent, the culprit is broken data-pass-through.
Why is it so common?
Fixing this integration point seems like an obvious investment for companies to make. Clearly the time required for agents to collect account numbers (or other “call attached” data) has a real cost. As does the aggravation of customers that answer the agent’s request by saying: “I just punched in my number! Why don’t you have that information?”
The problem usually arises because 1) the company is running multiple call centers; 2) it is rare for any two call centers to be built on identical technology; and 3) there are no standards for interoperability between call center equipment. The result is incompatible proprietary systems which means that call centers have to fall back on the lowest common denominator functionality. The following quote says it all:
Most midsize to large contact centers are based on complex and unstable architectures that integrate many disparate technologies into distinct, unique and costly combinations of components … [even] acquiring an IVR system from vendors such as Avaya, Nortel Networks and Genesys does not ensure tight integration with those companies’ ACD or CTI products.
– Yankee Group, “VoIP and Lower TCO will Drive Adoption of Hosted On-Demand Contact Centers” Yankee Group, April 2006.
Fonolo to the rescue
Fonolo can fix this problem because it lives “outside” the realm of the call center equipment. With our visual interface the caller can enter information before the call and it gets delivered to the agent, regardless of the way the call center is built.
You can find out more here.