Please see blog http://blog.eComm.ec

2. 2 When Click-to-CallBecomes Tap-to-Call Shai Berger June, 2011

3. What is click-to-call? 1 Browser X C-to-Cprovider click! 2 3 4 ring! ring! A “clever hack” to initiate phone calls from web pages

5. Works with any browser and phone.

6. Does an “end-run” around telco gatekeeping. In the mid 2000’s: Click-to-call+ Asterisk+ low-cost termination explosion of “Voice 2.0” ideas

7. 5 Memory lane At eComm 2008: And elsewhere… Lots of excitement!

11. Strong motivation needed to get over that barrier

12. Cheaper LD

13. Call anonymously

14. Avoid phone menus / waiting on hold

16. 10 Or, more importantly, this…

18. Unleashed a flood of innovation in mobile apps.

19. The end of telco gatekeeping.

21. But still the easiest to implement.

24. We’ve learned a lot about how to make it work well.

26. High degree of consumer dislike.

27. Anatomy of a call…Navigating Waitingon hold Exchanginginfo Discussing with agent Call ends Call starts Agent answers Pain points

28. The flaws Experience marred by pain points: Navigation (phone menus) Waiting on hold Repeating information to agents Key questions: How bad are these pain points? Why have they been so tough to fix? Can click-to-call plus smartphone be our salvation?

29. 17 Navigation

31. We’re locked-in to a spec created in 1960!

32. Decades of research and trials have squeezed as much out of it as possible.

36. 22 Pre-call questions “Can I have your customer ID?” “Do you have a reference number?” “Please read out the tracking code…”

38. Agent time wasted waiting for a caller to find information.Use the queuing time constructively

40. multi-site operations

41. outsourced call centers

43. An interactive visual interface

44. Backwards compatibility

46. 27 A rare example… Group AMA (European insurance company) (wow)

47. 28 The typical case Most mobile apps miss the opportunity altogether...

49. An interactive visual interface

50. Backwards compatibility

52. 31 Integrated with mobile app

53. 32 Our approach to navigation Fonolo takes the company's existing phone-based process... …and replaces it with an intelligent visual interface… …presented on their web site or mobile application.

54. 33 Our approach to queuing

55. 34 Our approach to pre-call questions

56. 35 Pain points… revisited Navigating Waitingon hold Exchanginginfo Discussing with agent Call ends Call starts Agent answers Visual UI +Deep Dialing Virtual queuing(Hold-for-Me) Pre-call Q’s Post-call Survey

57. 36 Tying it all together Click-to-call A better call center experience Smartphones This is an opportunity to fix the long-standing flaws with the call center experience.

58. 37 Tying it all together Click-to-call A better call center experience Smartphones Happier customers Lower cost-per-call By fixing call center flaws, companies can get happier customers and lower cost-per-call.

59. 38 Thank you! Shai Berger@shaiberger