Shai BergerCo-Founder & CEO Fonolo

Webinar: Top 5 Contact Center Trends for 2014

January 30, 20142:00 PM ET

In a Multi-Channel World, Voice is Still King

Simple InquiryWhat’s my balance?Where is my shipment?

Complex InquiryI want to return a product.I need product assistance.

Live Agent

Face-to-Face

Web / Email

Online Chat

Automated Voice

Social Media

Text Message

Live Agent

Face-to-Face

Web / Email

Online Chat

Automated Voice

Social Media

Text Message

For Complex Inquiries, People Want a Live Agent

More than double!

16%

38%

Channel Preferences

The Value of Metrics

Average Speed to Answer

ASA > 30 sec ?

Customer satisfaction is in

danger!

First Call Resolution

Big difference between channels!

The Cloud andWinds of Change

Cloud-Based Call Center Seats

Accelerating!

A real-life phone interview

Call-Back Software for the Call Center

In-Call Rescue

Give callers the option to receive a call-back when hold times are too long.

“Press 1 to get a call-back from the next agent.”

Replace hold-time with a call-back

on all channels.

In-Call Rescue Mobile Rescue Web Rescue

Deployment in days

Works with equipment from any vendor

Cloud =

Why Fonolo?

Affordable (starts at $15k/yr)

Cost scales with usage

=SaaS

Consumers who think the option of a call-back is

“highly appealing”.- Forrester

A real-life phone interview

Register for this free webinar to join the live Q&A.

Jan 30, 2013 2:00 PM ET

Register Now!