Is the Voice Channel Still Relevant? Panelists Announced

July 26, 2016

TORONTO, ON – July 26 – Fonolo, the pioneer in cloud-based call-back solutions for the contact center, has announced the impressive panel who will join them in a lively discussion about a widely controversial topic in the contact center industry — “Is the Voice Channel Still Relevant to Call Centers?” The unscripted conversation will take place on Thursday, July 28, 2016 at 2:00 PM ET and will be broadcast on Google+.

During the event, these thought leaders will share insights, opinions, and facts about the evolution of the voice channel, the disruption from other channels, and the overall effect on the customer experience:

  • Shai Berger, Fonolo, CEO – @shaiberger
  • Shep Hyken, Shepard Presentations, Chief Amazement Officer – @hyken
  • Ian Jacobs, Forrester, Senior Analyst – @iangjacobs
  • Ryan Nichols, Zendesk, Voice GM – @rynnic
  • Christopher Thompson, Plantronics, VP Enterprise Marketing – @CJThompsonPLT


With over 100 years of combined experience in the industry, these panelists will provide a powerful analysis about this complex subject.

Daniela Puzzo, Director of Marketing Director at Fonolo, will moderate the discussion and take questions during the live conversation streaming on Google+. Twitter users can also direct questions to @Fonolo using hashtag #CCTR.

To join us for this exciting live conversation visit: “Is the Voice Channel Still Relevant to Call Centers?


In working with contact centers for the past 10 years, I’m extremely eager to hear what such a prestigious group of speakers will say about the voice channel and where it’s headed. This is one session that no contact center professional should miss.

— Shai Berger, Fonolo, CEO

The voice channel is being threatened as self-service, social media, chat and other alternatives grow in popularity. And although the phone may never be obsolete, it could become one of the least used customer support options. That said it is still potentially the most important.

— Shep Hyken, Bestselling Author and Chief Amazement Officer

Agents are receiving customer queries at much faster rate because of the shift to mobility and self-service. While some might say voice is happening less frequently, I can confidently say that when it’s used the stakes are higher.

— Christopher Thompson, VP Enterprise Marketing, Plantronics


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 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


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