Fonolo Improves CX at Bright Horizons Contact Center

May 20, 2014

New “Call-Back” Option Now Available for Customers

TORONTO, ON – May 20, 2014 – Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that its innovative call-back solution has been implemented by Bright Horizons Family Solutions, one of the world’s leading providers of child-care, early education and other services designed to help families better address the challenges of work and life.

Bright Horizons’ Avaya-based contact center in the United States handles approximately 31,000 calls per month. To help ensure the delivery of a consistent and positive customer experience, the company turned to Fonolo’s In-Call Rescue solution to give callers the option of a call-back rather than waiting on hold. Bright Horizons’ customers can simply “Press 1 for a call-back,” and their place in queue is held.  The contact center is then connected to the Fonolo cloud using SIP trunking.

“We’re committed to giving our customers the best possible experience.  Holidays and long weekends can be challenging when call volume can double, impacting staffing requirements and the customer experience,” said Chris Abel, director of Contact Center Operations for Bright Horizons. “After deploying Fonolo, those volume peaks were noticeably reduced, allowing us to use our existing staff more efficiently.  We also saw a 30 percent reduction in abandonment rates,” continued Abel. “Deploying Fonolo took only two weeks and the results have been simply amazing.”

Seventy-five percent of callers think the option of a call-back is “highly appealing,” according to Forrester Research. Fonolo is committed to improving the customer experience for call centers worldwide.

“Our mission at Fonolo is to make it easy for call centers to add features like call-backs, virtual queuing and visual IVR with minimal effort,” said Shai Berger, CEO, Fonolo. “The speed of this deployment and the immediate delivery of results highlight the advantages of our proprietary cloud-based approach.”

Bright Horizons began offering Fonolo’s call-back service to its customers in November 2013.


About Fonolo

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, including the Royal Bank of Canada (RBC), Nationstar Mortgage and Thomas Cook trust Fonolo to improve the call center experience for their customers. Learn more at

About Bright Horizons Family Solutions

Bright Horizons Family Solutions® is a leading provider of high-quality child care, early education and other services designed to help employers and families better address the challenges of work and life. The Company provides center-based child care, back-up dependent care and educational advisory services to more than 900 clients across the United States, the United Kingdom, Ireland, the Netherlands, Canada and India, including more than 130 FORTUNE 500 companies and more than 75 of Working Mother magazine’s 2012 “100 Best Companies for Working Mothers.” Bright Horizons is one of FORTUNE magazine’s “100 Best Companies to Work For” and is one of the UK’s Best Workplaces as designated by the Great Place to Work Institute. Bright Horizons is headquartered in Watertown, MA. The Company’s web site is located at



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