TORONTO, ON – April 28, 2015 – Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that Suddenlink, the seventh largest cable operator in the United States, has selected its call-back solution to improve the contact center experience for its customers.
Suddenlink, which serves 1.4 million customers, prides itself on delivering exceptional customer service. By adding Fonolo’s In-Call Rescue solution to its call center, Suddenlink’s customers can now choose to “press 1 to receive a call-back” instead of waiting on hold, without losing their place in line. When their turn arrives, the customer’s phone will ring and a live agent will be on the line.
“Suddenlink is committed to providing a superior customer experience,” said Gibbs Jones, Senior Vice President of Customer Experience at Suddenlink. “Implementing Fonolo’s call-back solution has been a huge success. To date we have saved our customers over 400,000 minutes in hold time and reduced our abandonment rate by 25%. It’s clear that offering a call-back option is essential to providing excellent customer service.”
According to Forrester Research, 75% of callers think the option of a call-back is “highly appealing”. Fonolo’s cloud-based solution is an easy and cost-effective way for contact centers to improve their performance and deliver a better call center experience.
“At Fonolo, our mission is to make it easy for companies to improve customer engagement and to increase efficiency in the call center,” said Shai Berger, CEO, Fonolo. “Being able to help a forward-thinking organization like Suddenlink, who prides itself on customer service, is a real validation of the transformative power of call-backs.”
Suddenlink began offering Fonolo’s call-back service to its customers July 1, 2014.
Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centers interact with their customers by seamlessly 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 and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Learn more at fonolo.com.
Suddenlink (suddenlink.com) is the seventh largest cable operator in the United States, supporting the information, communication and entertainment demands of approximately 1.4 million residential and commercial customers in Arkansas, Louisiana, North Carolina, Oklahoma, Texas, West Virginia and elsewhere. Suddenlink simplifies its customers’ lives through one call for support, one connection, and one bill for TV, Internet, phone and other services.