News : UMass Memorial Selects Fonolo Call-Back Solution
Toronto, ON, Dec 9, 2014 -- Fonolo, the company that replaces hold time with a call-back, announced that UMass Memorial Health Care has implemented its call-back solution to offer an improved call center experience for its patients.
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.
"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.
Posted by Veronica Silva Cusi, news correspondent
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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.
Published: Friday, December 12, 2014