News : Fonolo Improves Customer Experience at Bright Horizons Contact Center
Toronto, May 20, 2014 -- Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announces that its call-back solution has been implemented by Bright Horizons Family Solutions, a provider of child-care, early education and other services designed to help families better address the challenges of work and life.
Bright Horizons' Avaya-based contact center in the United States handles approximately 31,000 calls per month. To help ensure the delivery of a consistent and positive customer experience, the company turned to Fonolo's In-Call Rescue solution to give callers the option of a call-back rather than waiting on hold. Bright Horizons' customers can simply "Press 1 for a call-back," and their place in queue is held. The contact center is then connected to the Fonolo cloud using SIP trunking.
"We're committed to giving our customers the best possible experience. Holidays and long weekends can be challenging when call volume can double, impacting staffing requirements and the customer experience," said Chris Abel, director of Contact Center Operations for Bright Horizons. "After deploying Fonolo, those volume peaks were noticeably reduced, allowing us to use our existing staff more efficiently. We also saw a 30 percent reduction in abandonment rates," continued Abel. "Deploying Fonolo took only two weeks and the results have been simply amazing."
Seventy-five percent of callers think the option of a call-back is "highly appealing," according to Forrester Research. Fonolo is committed to improving the customer experience for call centers worldwide.
"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," said Shai Berger, CEO, Fonolo. "The speed of this deployment and the immediate delivery of results highlight the advantages of our proprietary cloud-based approach."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - First Call Completion
More Editorial From Fonolo
Fonolo helps organizations improve the call center experience for their customers while reducing costs. A growing list of organizations, including the Royal Bank of Canada (RBC), have discovered the value of using Fonolo to connect their call center with their web site. The privately held, Toronto-based company, has received numerous awards, including "50 Best Websites" from Time.com, "Best New Product" from Emerging Communications Conference, "Judges' Choice" from GigaOm's Mobilize Conference, "Top Telecom Idea" from Springwise and "Top 25 Canadian IT Up and Comers" from the Branham Group.
About Bright Horizons Family Solutions Inc:
Bright Horizons Family Solutions® is a leading provider of high-quality child care, early education and other services designed to help employers and families better address the challenges of work and life. The Company provides center-based full service child care, back-up dependent care and educational advisory services to more than 850 clients across the United States, the United Kingdom, Ireland, the Netherlands, Canada and India, including more than 130 FORTUNE 500 companies and more than 80 of Working Mother magazine''s 2013
Published: Thursday, May 22, 2014