TORONTO March 8, 2011 Sirius Canada
Fonolo’s visual dialing solutions enable callers to connect directly to the right agents, bypassing phone menus and eliminating hold times. This technology, first pioneered with Fonolo’s award-winning consumer service, now empowers businesses to improve the customer experience while reducing call center costs. Since October of 2010, Fonolo has been available on the Sirius website, contributing to a notable rise in caller satisfaction.
A friendlier alternative to phone menus
Mark Morais Sirius Canada
Virtual queuing from the cloud – an industry first
Sirius is using Fonolo’s "Hold for Me" technology to eliminate hold times for its customers. In doing so, Sirius becomes the first company to offer this ground-breaking service to the general public.
"The idea of getting a call back when the next agent is ready has been a dream in the industry for decades," said Berger. "While several ‘virtual queuing’ solutions have been on the market for years, implementations are rare because they always require intense integration at the call center. Our ‘touch-less’ approach is a major game-changer for the industry."
Cloud-based approach means easy deployment
"Ease of deployment was a key component in our decision to implement Fonolo," said Morais. "We didn’t have to install anything or change the way our agents work."
Fonolo, unlike similar solutions on the market, does not require integration with the call center – typically a complex and costly process. Rather, calls handled by Fonolo appear to the call center as regular inbound calls, meaning that no changes are required to existing equipment and no software has to be installed. This cloud-based approach means that any company can easily add Fonolo to their call center.
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