Your company’s mobile app can greatly improve your call center

Call Center | 1 minute read

Without exception, the companies I talk to are devoting a lot of effort to their mobile strategy. Anyone with a call center is aware that their unprecedented rise in popularity is changing the game. (IDC predicts that smartphones and tables will together outsell traditional computers in the next 18 months.)

A visual interface is a powerful thing

I find many companies are driven to release a mobile app out of fear that they will lose customers to their competitors who do have an app (or a better one). What they’re missing is that this is also an opportunity to improve the calling experience and lower costs in the call center. That’s because the smart phone is an ideal platform for implementing a visual interface to your call center. We believe that “The future of the call center is a visual interface”.

That interface can then be used by callers to

  • Steer their call to the right agent, thus reducing misnavigation.
  • Trigger virtual queuing which can eliminate hold times.
  • Enter information like a case number or account number, thus reducing call handle times.
  • Provide post-call feedback.

The good news

The good news is that Fonolo makes it possible and, more importantly, easy for any company to do implement such an interface, both on your web site and on the smart phone.

Fonolo iPhone widget


Fonolo Resource cover image

Trend Alert! Contact Center Industry Predictions for 2023

This report offers perspective on where the contact center industry stands today, plus our trend predictions for 2023.

Download Now

Trend Alert! Contact Center Industry Predictions for 2023

Contact Center Trends 2023
Download Now
Fonolo Resource cover image

Trend Alert! Contact Center Industry Predictions for 2023

Download Now

See Fonolo in Action

Select the type of demo you'd like.

By continuing to browse our website, you agree to the use of cookies for providing our services, marketing purposes, and analytics. To understand more about how we use cookies and ensure the safety of your data, please refer to our Privacy Policy.

Accept and Close