Call-Back Solutions for the Call Center

Your customers will never wait on hold again, regardless of where the conversation begins.

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In-Call Rescue

Improve the call center experience by replacing hold time with a call-back. When hold times are too long, callers simply “Press ‘1’ to get a call-back from the next available agent.”

Benefits: Lower abandon rates, reduced spikes in call-volume, improved customer experience, and a quick return on investment.

Cloud-Based: Hooks into existing call center infrastructure, with minimal impact to business processes.

SaaS Pricing: Minimal up-front cost. Flexible pricing model that scales with usage.

Download the datasheet for more information.

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Responsive Widget

Fonolo’s Responsive Call-Back Widget integrates seamlessly with your websites and mobile applications, ensuring a smooth, on-brand call experience for your customers at any point in their journey.

Customizable: Easily adjust the widget’s colors, fonts, and styling to reflect brand guidelines.

Responsive: Designed to work on all screen sizes including desktop, tablet, and mobile.

ARIA Compliant: Designed to make web applications more accessible for peoples with disabilities.

Globally Available: Ensure fast load times no matter where your customers are located.

 

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API

The Fonolo API gives you the ability to create custom integrations with the Fonolo platform. Use it to:

  • Create completely customized web and mobile call-back applications
  • Integrate call-backs in native desktop or mobile applications
  • Add support for call-backs at any point in your business processes

Optimized Reporting: Automatically pull our call-back data into your existing reporting system, to have one unified view of data and real-time views for call center wallboards and administrative desktops.

Chat-Friendly Escalation: Add call-backs to your chat desktop application to trigger call-backs to clients when a call requires escalation to a voice agent.

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On-Premise Appliance

To comply with strict security requirements, Fonolo offers a turn-key appliance that keeps all voice traffic on-site, while still using the convenience and power of the Fonolo cloud.

The Fonolo appliance is a 1U rack-mount server, installed on-premise at the call center, that connects via SIP or PRI.

The appliance is remotely operated, managed, and monitored by Fonolo, as part of your call-back license.

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Customer Portal

Fonolo’s easy-to-use customer portal allows you to manage all aspects of your experience without involving the IT department.

Comprehensive Reporting Features: Monitor call-backs in real-time. View detailed historical data including CDRs, surveys, and more.

Powerful Call-Back Options: Configure queues with their own schedule, limits, agent whispers, and more.

Intelligent Call Routing: Change how calls are routed via SIP trunking, the PSTN, or the Fonolo Appliance.

Customer Portal Fonolo Call-Backs
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SMS Alerts

For callers on mobile devices, Fonolo offers optional SMS capabilities that improve the call-back experience for customers.

Interactive SMS functionality allows callers who are waiting in a “virtual queue” to stay informed about their progress, receive important notifications, and more.

SMS alerts can be added to any new or existing Fonolo deployment, without installing any hardware or software. Fonolo handles the SMS interactions from start to finish.

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