TORONTO, ON – April 3, 2019 – Fonolo, the pioneer in cloud-based call-back solutions for the modern contact center, today announced the recipients of its 2019 Customer Experience (CX) Excellence Awards: Reliance Home Comfort, and The American Bar Association. The annual awards recognize contact centers that deliver excellence in customer experience, made possible by significantly reducing hold times and improving the customer journey.
This year, Fonolo acknowledges two outstanding organizations for this achievement, both of whom optimized agent efficiency, reduced abandon rates, and created award-winning experiences for their customers.
“Now in its fourth year, Fonolo’s Customer Experience Awards are a source of excitement and great pride for us,” said Shai Berger, CEO, Fonolo. “The 2019 recipients have outdone themselves, going above and beyond to eliminate hold time and give precious minutes back to their customers with our cloud-based call-back technology. Join us in applauding and recognizing their exceptional work, day in and day out.”
About the 2019 Customer Experience Award Winners:
- Reliance Home Comfort: Trusted by more than 1.8 million homeowners, businesses, and builders across Canada to deliver year-round home comfort solutions and peace-of-mind, Reliance Home Comfort is one of Canada’s largest providers of heating, cooling, water heaters, water purification, plumbing and protection plans.
- American Bar Association: With more than 400,000 members, the American Bar Association is one of the largest voluntary professional membership organizations in the world. As the national voice of the legal profession, the ABA works to improve the administration of justice, promotes programs that assist lawyers and judges in their work, accredits law schools, provides continuing legal education, and works to build public understanding around the world of the importance of the rule of law.
Remarks from Recipients:
At Reliance, we continually strive to provide our customers with an optimum experience. During times of high volumes, the Fonolo technology delivers another option for improved customer experience with the choice of a call back rather than waiting in queue. We look forward to our continued partnership with Fonolo.
– Leanne Park, Director, Contact Centres and Sales
The American Bar Association’s Service Center delivers value-added services to our members and customers with exceptional attention to quality assistance on a consistent basis. Our work with Fonolo has helped us maintain our high standard of service by eliminating hold times and offering callers the option to receive a callback when a representative is available to help. We look forward to continued success with this important feature and appreciate being honored by Fonolo.
– Joani Holmes, Director, ABA Service Center
“This year’s recipients have had tremendous success in tailoring the call-back experience to fit the needs of both their call centers and customers,” said Garon La, Director of Customer Success, Fonolo. “By using Fonolo’s new portal to leverage features like scheduled call-backs and automatic call rescheduling, they have enabled their customers to receive call-backs at the times most convenient to them. The new portal has also allowed them to customize reporting, monitoring, and alerts, giving their call center team a front-row view to all call-back activity.”
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. Fonolo was named “Top Technology Provider” by the 2015 Call Center Week Awards. To learn more about how Fonolo can help reduce abandonment rates, improve your customer experiences, and lower costs, visit fonolo.com.
American Bar Association
News Director, Media Relations & Strategic Communications
321 N. Clark Street Chicago, IL 60654
Phone: 312-988-6128 Jason.Fujioka@americanbar.org
Reliance Home Comfort
Manager, Corporate Communications