We held a terrific webinar last week (over 200 attendees!) titled “Top 5 Call Center Trends of 2013”. During the part about “Intelligent Call-back” (one of the top trends), we received several questions about how Fonolo compares to Virtual Hold. I asked Shai to elaborate on some of his answers during the webinar.
Q: How does Fonolo compare with Virtual Hold?
Shai: Both Fonolo and Virtual Hold provide the functionality of replacing hold time with a call-back which is what we call, generically, “virtual queuing”. The concept has been around for decades, but is now gaining renewed interest because of rising consumer expectations. Continue reading