Travel Planners International Selects Fonolo to Improve CX

October 5, 2011
  • Travel agents now receive operator assistance with one click, eliminating phone menus
  • Fonolo’s virtual queuing service eliminates waiting on hold
  • Cloud-based approach means easy deployment


TORONTO Oct. 5, 2011 Fonolo, the company that improves the call center experience by extending it to the web and smartphone, is pleased to announce that Travel Planners International, a leading travel management company dedicated to providing travel services to both leisure and corporate clients, has selected Fonolo to provide a more pleasant and cost-effective calling experience.

Travel Planners International (TPI) is a full-service host travel agency, supporting independent contractors and travel agencies since 1988. Through its growing national sales force of professional travel agents/agencies, TPI sells all types of travel, including air, car, hotel, cruise and tour products. Several months ago, TPI embarked on a major redesign of its agent-facing web platform, TPICENTRAL, and became convinced that adding Fonolo would help agents immediately become more productive.

“We are constantly looking for ways to help our agents do their work more effectively,” said TPI General Manager Erwing Hernandez. “Losing incoming calls from agents not willing to wait on hold is unacceptable and we recognized that there was an opportunity to improve the process of connecting callers to the call center.”

TPICENTRAL now features Fonolo’s visual dialing interface. Agents who need to contact the call center can now request a call with one click, avoiding phone menus and hold time. Because Fonolo’s cloud-based service can integrate seamlessly and automatically with any call center, TPI did not have to change any of its infrastructure or business processes.

“The most impressive feature of Fonolo was the setup. It was seamless and very easy,” said Hernandez. “Fonolo is a key to the success of our new platform. We are now providing a better phone experience for our agents.”

“We were thrilled that TPI selected Fonolo as part of its new agent platform,” said Fonolo CEO Shai Berger. “This is another great example of how Fonolo’s visual dialing interface and virtual queuing system can improve the calling experience and make call center agents more efficient.”

TPI began offering its agents Fonolo services in August.

About Fonolo

Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services, improving customer satisfaction and lowering call center costs. Callers simply click on the phone menu option they want from the company’s website or mobile application, and Fonolo connects them to the right agent – every time.

A growing list of organizations, including the Royal Bank of Canada (RBC), Sirius Satellite Radio Canada and VoIP Supply have discovered the value of using Fonolo to connect their call centers with their web sites. The privately-held Toronto-based company has received numerous awards, including “Best Contact Center Solution” from ITEXPO Conference, “50 Best Websites” from, “Best New Product” from Emerging Communications Conference, “Judges’ Choice” from GigaOm’s Mobilize Conference and “Top Telecom Idea” from Springwise.

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About Travel Planners International

Travel Planners International is a full-service host travel agency, supporting independent contractors and travel agencies since 1988. TPI sells all types of travel including air, car, hotel, cruise and tour products through its growing national sales force of professional travel agents/agencies.

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