People are busy, often going from meeting to meeting at work, chasing after their kids, running errands, or out and about with friends and family. Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem. Sometimes, even a simple phone call can seem inconvenient, and the best way to stay up-to-date, or to communicate with a company, is through a simple SMS, or Short Message Service, text message.
Here is why and how your company can implement simple, convenient, and effective SMS call-back technology into your customer service and call center strategy. Continue reading
Last week, Fonolo hosted an insightful live discussion on the current state of AI and Natural Language Processing (NLP). The expert panel discussed how NLP relates to the general field of AI, the pros and cons of different approaches to NLP, and more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.
Many organizations now 
As a call center manager, have you ever talked about deploying a call-back solution? If so, you have likely discussed the types of call-back options available to you. Some have the feature built in to their existing call center platform, or can have it added through their software provider while others – who are looking for a more robust solution – typically turn to a third-party vendor. Regardless of the approach, there are two types of call-back methodologies in the market, and oftentimes the call center manager doesn’t realize the vast differences between the two. Before we get into that, let’s talk a bit about call-backs for those of you who are new to the idea.
Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. For example, it’s rare that you’ll find a call center operation without an interactive voice response system (IVR), an automatic call distributor (ACD), computer telephony integration (CTI) or a workforce management solution (aka “the basics”). So, instead of discussing the solutions that you (should) already have in place, let’s focus on the ones that you likely haven’t implemented yet.
Having an omni-channel contact center is becoming increasingly important as channel options are diversifying and consumers are using more touch-points to interact with companies. Consequently, 
Most people don’t realize the impressive scale of the contact center industry. It 
At Fonolo, we’re always on the look-out for new industry research, studies, surveys and whitepapers. It’s the only way to stay current on the many aspects of the fast-moving contact center industry. No doubt you’ve noticed that the popularity of “content marketing” has resulted in a dramatic increase in the quantity of content from vendors, analysts and industry groups. Sadly, that’s made it hard to find the quality among all the fluff.
