Thomas Cook Selects Fonolo Call-Backs to Simplify Booking

May 30, 2013

TORONTO, ON – May 30, 2013 – Fonolo, the company that improves the call center experience by replacing hold time with a call-back, continues to grow its portfolio of world-class partnerships with Thomas Cook, one of the world’s leading leisure travel agencies.

With the addition of Fonolo to the Cruise Thomas Cook website, consumers can easily request a call-back from a travel representative with just one click – eliminating phone menus and hold-time. Fonolo’s interface provides a convenient experience for callers and a secure, seamless process for call center agents.

“As more and more people book their travel online, forward-thinking companies like Thomas Cook are developing customer service strategies to simplify interactions with their customers. Technologies like Fonolo make it seamless to escalate from web to voice, while preserving the context of these transactions,” said Shai Berger, CEO, Fonolo.

According to a 2012 study from American Express, for complex purchases like travel, customers preferred talking to a live person on the phone two-to-one over simply using a website. Offering call-backs makes it easy for customers to reach an agent, removing a key barrier from purchasing online.

“At Thomas Cook, we’re committed to giving our customers the best experience possible. This means anticipating their evolving needs and always being one step ahead with innovative products and services,” said Paul Hopkins, Director of Customer Experience, Thomas Cook. “Fonolo’s proprietary technology helps us give our customers back what they value most – their time.”

Fonolo’s cloud-based solution required no changes to their call center, so Thomas Cook was able to deploy this new functionality in a matter of days.

Thomas Cook began offering Fonolo service to its customers in March 2013.


About Fonolo

Fonolo is the leading provider of cloud-based call-back software for the call center. With Fonolo, your customers will never wait on hold again, regardless of where the conversation begins – web, mobile, or inbound call. A growing list of organizations, including the Royal Bank of Canada (RBC), Thomas Cook and Abercrombie & Fitch trust Fonolo to improve the call center experience for their customers. Fonolo has received numerous awards, including “Best of Enterprise Connect,” ITExpo’s “Best Contact Center Solution”, “50 Best Websites” from and more. Learn more at

About Thomas Cook

Thomas Cook Group plc is one of the world’s leading leisure travel groups with sales of £9.5 billion and 23 million customers in the year ended 30 September 2012. Thomas Cook is supported by 31,000 full time equivalent employees and operates from 21 countries; it is number one or two in all its core markets. Thomas Cook Group plc’s shares are listed on the London Stock Exchange (TCG)

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