Bright Horizons is committed to delivering the best possible call center experience. However, at times they experienced high call volumes, leading to long hold times. These peak periods also resulted in lost reservations and unhappy customers.
To ensure the delivery of a consistent customer experience, Bright Horizons turned to Fonolo’s In-Call Rescue solution to give callers the option of a call-back rather than waiting on hold. Now Bright Horizons’ customers simply “press 1 for a call-back”, while Fonolo holds their place in queue.
Deploying Fonolo’s In-Call Rescue solution (using SIP Trunking to connect) took only two weeks! Bright Horizons began to see an immediate return on investment.
Listen to their story!