Transcript Fonolo and The Call Center Using “Deep Dialing” to

Fonolo and The Call
Center
Using “Deep Dialing” to improve
customer relations.
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What is Fonolo?
Fonolo is a platform for enhanced dialing services.
We make it easier to deal with companies over the phone.
1) Deep Dialing: Stop wasting time with phone menus!
Navigate phone menus visually then dial directly to the point
you need.
2) Intelligent Call History: Keep track of your calls!
Get an integrated view of all your calls with each company, including
notes and recordings, regardless of which phone you use.
Fonolo does not require any software
downloads or any specific type of phone.
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Using Fonolo
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Using Fonolo, cont’d
By web…
By mobile…
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Fonolo and the Call Center
Let’s work together to improve the process.
1) We’re not replacing the IVR.
Just making it more convenient for users
that have web access or smart phones.
2) Interacting with Agents.
Less frustrated callers makes the transaction easier.
Automating the data collection process.
A smarter strategy for waiting on hold?
3) A better mechanism for agent review
Current model is rarely used.
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Real World Example
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Mapping Phone Space
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Just like Google spiders web
space, we spider phone space.
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We build and maintain a live map
of common phone menus.
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We do this without any
cooperation from the companies
involved.
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Our system for building and
maintaining this map is a core
asset of the company. (Patents
filed.)
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What people are saying
ZDNet: "Music to your ears"
GTDTimes: “… solves a problem that we all have … something that is
almost universally hated and which we all thought, up until now, was an
evil that simply must be endured."
Telco 2.0: "IVR... is a byword for user-hostility. So what if there was a
Google for phone menus? Turns out there is. … a genuinely brilliant
idea.... will probably have a profound effect on how call centres are
organized... "
Wireless North: “… helps you, as a consumer, kick the butt of any dial-in
customer service system… Turns out there’s a lot of room left for
innovation left in the telecom industry…”
VoIP-Weblog: “If you’ve ever called a company that has one of these
interactive voice response systems with a phone tree from hell, you will
appreciate the value Fonolo brings to the table.”
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•
Deep Dial from any phone.
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Skip through phone menus.
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Automatic call tracking and recording.
Contact: Shai Berger
[email protected]
416-366-2500 x223