RBC is among the world’s largest banks with over 80,000 employees. In 2010, they implemented Fonolo to help boost employee productivity.
By adding In-Call Rescue to their internal call center, RBC eliminates the need for employees to wait on hold. When wait times are too long, employees can request a call-back, allowing them to focus on more important tasks.
Additionally, by deploying Web Rescue and Mobile Rescue, RBC employees now have the ability to reach a support representative using Visual IVR and Click-to-Call-Back.
Nationstar is one of the USA’s leading mortgage lenders. In 2013, they faced the challenge of rising call volumes. Nationstar chose to add Fonolo’s In-Call Rescue solution to its Avaya-based call center.
In under 30 days, Nationstar deployed Fonolo and started offering customers the option to receive a call-back from the next agent rather than waiting on hold. This reduces abandon rates in the call center, while offering customers a positive experience.
By using Fonolo’s Secure Appliances, Nationstar ensures that all voice traffic stays on-premise, adhering to the strictest security and compliance requirements.
Bright Horizons is one of the world’s leading providers of child-care services. In 2013, they turned to Fonolo to help smooth out volume spikes at the call center, ensuring the delivery of a consistent customer experience.
After adding In-Call Rescue to their Avaya-based call center, Bright Horizons’ customers simply “Press 1 for a call-back”, while Fonolo holds their place in queue.
Implementing the Fonolo solution (using SIP trunking) took less than two weeks. The delivery of results was immediate, allowing Bright Horizons to use existing call center staff more efficiently.
One of the oldest credit unions in California, 1st USCU engaged Fonolo in 2012 to improve the call center experience for members.
In under 60 days, 1st USCU added Web-Rescue to their website, In-Call Rescue to their call center, and Mobile Rescue to their iPhone and Android apps.
After 1 year, 1st USCU realized a 10% reduction in abandon rates and booked over $10M in new loans.
Vesta Networks is a provider of outsourced call center solutions (a BPO). In 2013, one of their customers faced the challenge of increased hold times and a high cost-per-call. To remedy this, Vesta chose to add Fonolo’s In-Call Rescue solution to their call center.
They considered a number of solutions, including Virtual Hold’s Conversation Bridge, Avaya’s Callback Assist and Cisco’s Courtesy Callback. However, the team at Vesta agreed that these solutions were too complicated and difficult to work with.
After implementing Fonolo, Vesta saw an immediate ROI. After 30 days, 25% of callers requested a call-back, resulting in an 8% reduction in cost-per-call.
Thomas Cook is one of the world’s leading leisure travel groups. In 2012, they implemented Fonolo’s Web Rescue solution to help customers on the web seamlessly connect with a travel representative.
Visitors to Thomas Cook’s website can now speak to a representative at any point during the booking process using Click-to-Call-Back. Customers no longer have to wait on hold, resulting in a better experience and more travel bookings.
“Fonolo’s proprietary technology helps us give our customers back what they value most – their time.”
– Paul Hopkins, Director of Customer Experience
Allstream is a Canadian leader in IP communications. In 2012, they deployed Fonolo to boost productivity for employees in the field.
Fonolo’s Mobile Rescue solution enables Allstream’s Field Technicans to reach a support center representative with just one click, eliminating hold time during customer appointments.
“With Fonolo, our Field Technicians get an immediate productivity boost, because they no longer have to wait on hold during client visits.”
– Kent McInall, Director of Service Activation & Assurance
Optus is the second largest telecommunications company in Australia. In 2011, they implemented Fonolo to reduce cost-per-call.
By adding Fonolo’s Web Rescue solution to the support section of their website, Optus allowed customers to reach an agent with a single click. Using Visual IVR and Click-to-Call-Back, customers can now speak to the right support agent without having to navigate a phone menu or wait on hold.
Optus reduced misnavigation rates by 61% and lowered average handle times (AHT) by 13%, resulting in a 14% reduction in cost-per-call, and an immediate ROI.
Companies of all sizes use Fonolo to deliver the ultimate call center experience.
Fonolo’s cloud-based solutions improve the way call centers interact with their customers by replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent while eliminating hold time.