Fonolo Announces Winners of the 2018 CX Excellence Awards

July 11, 2018

TORONTO, ON – July 11, 2017 –  Fonolo, the pioneer in cloud-based call-back solutions for the modern contact center, today announced the 2018 recipients of its Customer Experience (CX) Excellence Awards: First Bank and PFS.

This annual award recognizes contact centers who deliver exceptional customer experiences, made possible by significantly reducing hold times. Fonolo is honored to acknowledge two amazing organizations for their outstanding achievement in improving their CX by utilizing a call-back solution. These companies have optimized their agent efficiency, reduced abandon rates, and created award-winning experiences for their customers.

“The awards season is always an exciting time for us. This year is no different,” said Shai Berger, CEO, Fonolo. “With Fonolo’s pivotal cloud-based call-back technology, the 2018 recipients have gone above and beyond their CX offerings by eliminating hold times and giving precious minutes back to their customers. Join us in applauding their exceptional work this year. We are proud of them.”

About the 2018 Customer Experience Award Winners:

  • First Bank, a subsidiary of FB Corporation, is a family-owned business that offers the stability and experience with long-term planning that helps businesses and the communities in which they operate grown and thrive. With more than $66 billion in assets and 94 locations, First Bank has developed a relationship-driven approach to offer comprehensive solutions for clients.
  • PFS (NASDAQ:PFSW) is a Global Commerce Operations Partner with solutions  spanning branded fulfillment services, high-touch customer care, intensive fraud management offerings, and scalable WMS and OMS technologies. PFS is a business unit of PFSweb, Inc.


Remarks from the Recipients:

We take great pride in providing a world-class customer experience through our global contact centers. Fonolo’s advanced technology gives us the flexibility needed during high-volume periods to improve service levels and give precious time back to customers. We are honored to receive this award and look forward to continued success with Fonolo in the future. — Zach Thomann, SVP and PFS General Manager
The client experience is one of our key performance indicators. Waiting on hold certainly creates a negative experience we prefer to avoid, but when it does happen we appreciate the safety net Fonolo provides.  We have received positive feedback from our clients about this newly implemented alternative to waiting on hold. — Jeff Yielding, Vice President of Client Contact Center, First Bank

  Previous award winners include HKT Teleservices, HomeAdvisor, and Nutrisystem, Inc. To learn more about the Customer Experience Excellence Awards, visit


About Fonolo

Fonolo, the leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI. Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.

Media Contacts:


First Bank:
Mike Wilmering,
O’Malley Hansen Communications

Reagan Morgan,
Director of Marketing
972.881.2900 x2305

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