UMass Memorial Selects Fonolo Call-Backs to Improve CSat

December 9, 2014

TORONTO, ONDecember 9, 2014 – Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that UMass Memorial Health Care has implemented its innovative call-back solution to offer an improved call center experience for its patients.

As one of the nation’s most distinguished health care systems, UMass Memorial is committed to providing the best possible experience for their patients. By adding Fonolo’s In-Call Rescue solution to its call center, patients can now choose to “press 1 to receive a call-back” rather than wait on hold, without losing their place in line. When their turn arrives, the patient’s phone will ring and there will be a live agent on the line.

In order to comply with strict privacy and security requirements, UMass Memorial deployed Fonolo’s turn-key Appliances, allowing all voice data to stay on-premise while still using the convenience and efficiency of the cloud.

“Offering an industry leading customer experience is a top priority for us,” said Brian Lofrumento, Business Analyst, Patient Access Services at UMass Memorial. “Implementing Fonolo’s call-back solution has been a definite success. In just 60 days we have seen our abandonment rates decrease by 17%. It’s clear that offering a call-back option is essential to providing excellent customer service.”

According to Forrester Research, 75% of callers think the option of a call-back is “highly appealing”. Fonolo’s cloud-based solution is an easy and cost-effective way for contact centers to improve their performance and deliver a better call center experience.

“We’re thrilled to be a part of the long-term patient engagement strategy at UMass Memorial,” said Shai Berger, CEO, Fonolo. “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. The immediate delivery of results highlights the advantages of our proprietary cloud-based approach.”

UMass Memorial Health Care began offering Fonolo’s call-back service to its patients in May, 2014.


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. Learn more at

About UMass Memorial

Based in Worcester, Massachusetts, UMass Memorial Health Care is the region’s largest health care provider.   It includes UMass Memorial Medical Center, an academic medical center and the clinical partner of UMass Medical School, three community hospitals and more that 1,100 employed physicians. Learn more about UMass Memorial.


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