In-Call-Rescue makes it easy to replace hold-time with a call-back. As a cloud-based service, it is compatible with all platforms from Aspect as well as other vendors. Pure SaaS pricing makes it viable for call centres of all sizes.
Offer a Call-Back to Customers Who are Waiting on Hold
Be a hero to your customers. When hold times are too long, give callers the option to “press 1 to get a call-back from the next agent”. Fonolo will handle the rest.
Hooks into your existing call centre infrastructure. All of your business processes remain the same.
Improves the Customer Experience
Give customers back what they value the most – their time. Let them schedule a call-back when hold times are too long.
Realize lower handle times, abandon rates and telco costs.
- Improve customer satisfaction
- Smooth out call volume spikes
- Raise your Net Promoter Score
- Reduce your telco costs
- Protect your brand’s reputation
- No hardware or software to install
How it Works
When hold times are too long, your customer is offered the option to “press 1 to get a call-back from the next agent”. This is where Fonolo steps in.
1. The call is transferred to Fonolo and our audio prompts confirm the customer’s phone number.
2. Fonolo connects to your call centre, navigates your phone menu and waits on hold for an agent.
3. When an agent answers, Fonolo calls the customer back and connects them with the agent. To your agent, this looks exactly like a regular inbound call from a customer. ANI, CTI, screen-pops and all other processes work exactly as before.
The idea of replacing hold-time with a call-back has been around for a long time. Fonolo has revolutionised “virtual queuing” by delivering it as a cloud-based service. This approach offers:
• Lower costs
• Faster deployment
• Easier configuration
• Better scalability
Fonolo is ideal for "mixed environments" where you have platforms from multiple vendors or use a BPO.
Fonolo can be enhanced with a turn-key appliance that will let you comply with strict security requirements (no voice data leaves your data centre), while still using the convenience and efficiency of the cloud.
Simple, Powerful, Web-based Configuration
Manage every aspect of your experience with our easy-to-use customer portal.