What changes are required to add In-Call Rescue?
To add Fonolo to your call center, you'll need to play a message to callers offering them a call-back (e.g., "Press 1 for a call-back from the next available agent").
When they accept the offer, you'll need to externally transfer the call to Fonolo (via SIP, PSTN, or Appliance).
How do callers accept a call-back?
To accept the call-back offer, your customers simply press 1 on their phone and the call is transferred to Fonolo.
Callers will hear a customized message confirming their call-back number, letting them know that they can hang up, and that their phone will ring when an agent is free to speak with them.
How do agents accept a call from Fonolo?
The agent answers the phone like any regular inbound call. They'll hear a customized message prompting them to accept the call-back (e.g., "Hello, there is a customer on the line for you. Press 1 to be connected now").
How does Mobile/Web Rescue connect to my system?
Customers can initiate a call-back directly from your mobile app or website. Accordingly, no changes are needed to your phone system. Fonolo will then place an inbound call to your call center on behalf of the customer via SIP, PSTN, or Appliance.
How does Fonolo pass CTI information?
There are several ways to pass CTI data. If your call center supports SIP trunking, this data can be passed as customized SIP headers, compatible with your existing phone system (e.g., the "User-to-User" or "X-Genesys-" headers on the Avaya and Genesys platform).
Alternately, we can pass the data via a web service or audible whisper to your agents.
How does Fonolo pass additional data via the whisper?
When a call is transferred to Fonolo, in addition to confirming the call-back number, we can ask the customer for specific information (e.g., "Please tell us your account number").
This information can be audibly whispered to agents when they answer the call, and repeated as many times as is necessary (e.g., "Press 1 to be connected now, or press 2 to hear the customer responses").
Is there a way to keep our voice data on-premise?
Yes. Fonolo can be enhanced with a turn-key Appliance (which connects via SIP or PRI).
The Fonolo Appliance complies with strict security requirements (no voice data leaves your data center), while still using the convenience and efficiency of the cloud.
What if our call center doesn't support SIP?
If your call center doesn't support SIP trunking, Fonolo can connect via the PSTN (traditional phone calls) or using an on-premise Appliance (which supports SIP or PRI).
When your customer accepts a call-back, simply transfer the call to a dedicated Fonolo DID. Likewise, to reach an agent, Fonolo will place a call to your existing phone number or dedicated DID.
Do you support my phone system?
Yes. Because Fonolo is cloud-based and connects to your call center via SIP, PSTN, or Appliance, we're compatible with all major traditional and cloud-based call center vendors.
Does Fonolo offer multi-language support?
Yes. Fonolo prompts and whispers can be customized and localized for any language.
Do you have a solution for BPOs?
Fonolo offers a solution tailored to the needs of BPOs. Please contact us to learn more.