Fonolo Partners with Acticall Sitel Group to Provide Call-Back Solutions that Improve the Contact Centre Experience

Fonolo, the leader in cloud-based call-back solutions for the contact center, is proud to announce a global partnership with Acticall Sitel Group, a world-leading provider of customer experience solutions.

For brands looking to improve the customer experience and eliminate hold time, Fonolo’s In-Call Rescue call-back solution is an enormous time-saver. After a designated amount of time passes, In-Call Rescue gives consumers the option to select a call-back or stay on the line.

Callers who choose the call-back option can simply hang up the phone, and Fonolo will then take their place in the queue. Customers won’t “lose their spot” while virtually waiting to be assisted, and can handle life’s other demands in their downtime.

When the call finally reaches an agent, it will prompt a call-back to the customer. Additionally, callers can opt-in for a scheduled call-back, ensuring they are ready when the agent calls them back.

This flexibility has allowed contact center agents to handle call volume in a more manageable manner and has given consumers the freedom and flexibility to connect with agents when they want.

“On a consumer level, we all know the frustrations of waiting on the phone for a customer service representative to help us solve an issue and oftentimes we’re on hold for an extended period of time,” said Chip Heineman, Vice President Global IT Solution, Sitel. “The partnership with Fonolo enables us to provide our clients around the world with the sought-after service of In-Call Rescue, which supports putting the customer’s needs, convenience and efficiency first. Additionally, Fonolo’s Web Rescue and Mobile Rescue functionality, which allows a customer to request a call-back from a non-voice channel, is adding value to our digital clients. Not only is Fonolo’s technology a great asset to improve call center efficiency, this technology adds tremendous value to every brand’s customer engagement and support journey.”

Launched in March of 2017, the partnership has added service value to Acticall Sitel Group’s retail clients, with one client — a large online and on-premise toy retailer who began using the In-Call Rescue solution as a way to prepare for the influx in holiday shopping — seeing abandonment rates drop by over thirty-five percent and improved service levels by over twenty percent.

“To see such significant success from this partnership is extremely rewarding,” said Shai Berger, CEO, Fonolo. “It’s always positive to hear that our solutions are making customers happy, but the true value of the product is in its ability to deliver quantitative ROI for organizations, and we hope to continue these achievements in our future projects together.”

In addition to the retail industry, the partnership has proven to be a vital component to the customer experience for companies across every industry. Acticall Sitel Group leveraged their partnership with Fonolo to support a large credit reporting company who experienced a significant influx of call activity. During this spike in call volume, the partnership helped to manage over twelve-thousand call-backs.