Archive for May 7th, 2012

Fonolo has an interesting application that allows consumers to navigate a company’s voice response menus on a PC or an iPhone, enter a number for a call back and get called back by the next available agent. This front end can be implemented without changing an organization’s entire system. Customers may like the alternative to waiting on hold, increasing customer satisfaction and agents may be more productive handling problems they are trained for , without having to transfer customers.

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