post-call-feedback

Video: The Real Impact Of Cloud-Based Call Centers

By Daniela Puzzo on March 22, 2012

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Cloud-based call centers are starting to have a big impact on the industry. A lot of smaller call centers are reaching for the cloud while their bigger counterparts have opted for multi-sites or outsourcing. Adding features like visual dialing, virtual queuing, pre call surveys, etc. can be complicated and costly. Whatever way you build your call center, you should be able to add features without touching your equipment. Click on the video as Shai Berger, Fonolo’s CEO, sheds some light on a revolutionary solution.

If your company is releasing a mobile app, don’t miss a key opportunity

By Chris on June 10, 2011

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Increasingly, companies are releasing mobile apps for their customers.

More and more mobile apps

In verticals like banking, travel, insurance and retail, the practice is becoming universal. See “Online retail is embracing the smart phone” and “RBC releases mobile app. Now all the banks are in.”

But something is missing from the feature list

We commonly see features that support the cross-channel experience. For example, product info, store info and coupons help support the in-store experience. We think this is just the beginning of making a mobile app part of the cross-channel experience. But when it is time to call the company, the phone is reduce to a plain ‘ole dial tone.

Tremendous opportunity

There is a tremendous opportunity to use the keyboard, screen, data channel and computing power of the smartphone to make those transactions smoother. For example, it can be used 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.

You can see some demonstrations of these features here.

Use Fonolo to connect your call center to your mobile app

By adding the Fonolo component to your mobile app, consumers can connect directly with the call center in a smart and cost-effective way. Best of all, no changes are required to the call center infrastructure.

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

By Jason Bigue on May 28, 2011

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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.