TORONTO — June 27, 2012 — Fonolo, the company that improves the call center experience by replacing hold time with a call-back, is pleased to announce that Allstream, Canada’s all-business communications provider, has selected Fonolo to make it even easier for its employees in the field to contact their support center.
By adding Fonolo’s mobile solution to their company-issued BlackBerry smartphones, Allstream has enabled their field operations technicians to reach an agent with just one-click. Additionally, technicians get an immediate productivity boost because they no longer have to wait on hold during client visits.
Because Fonolo is a cloud-based solution, no changes were required to the call center, and it took only days for Allstream to get this new functionality out in the field. Employees can now use a visual interface on the smartphone to select the kind of assistance they need and, rather than wait on hold, get a call-back when the next agent is available.
“We are pleased to be partnering with Fonolo to further enhance our day-to-day field operations,” said Ron Hoseman, Allstream’s Vice-President, Service Management and Assurance.
“Fonolo is proud to be a part of Allstream’s vision to elevate the call center experience,” said Fonolo CEO, Shai Berger. “The intersection between the smartphone and the call center is currently one of the most exciting areas in customer service.”
Allstream began offering Fonolo service to its field technicians in May 2012.
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.
A growing list of organizations, including the Royal Bank of Canada (RBC), Sirius Satellite Radio Canada and VoIP Supply have discovered the value of using Fonolo as an innovative call center solution. The privately-held, Toronto-based company has received numerous awards, including “Best of Enterprise Connect,” ITExpo’s “Best Contact Center Solution”, “50 Best Websites” from Time.com, “Best New Product” from Emerging Communications Conference and more.
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