Shai Berger's Presentation at Emerging Communication Conference & Awards 2010 America

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eCommConf

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Technology Business

Customer Experience in the Call Center: Can the Leaks in the Pipeline be Fixed? Shai Berger CEO

2008: Fonolo.com A free service for consumers that eases phone menu frustration

[object Object],[object Object],[object Object],[object Object]

[object Object],00:28 Call starts Navigating 2:45 Waiting on hold 00:25 Agent answers Exchanging info 02:13 Call ends Total time: 5:51 Discussing with agent

[object Object],[object Object],[object Object],[object Object],[object Object],Navigating Waiting on hold Exchanging info Discussing with agent

[object Object],[object Object],[object Object],[object Object],Navigating Waiting on hold Exchanging info Discussing with agent

[object Object],Big revelation: It ’s not a technology problem. It’s a systemic problem with the call center ecosystem.

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],Makes it easy for large companies to improve the customer calling experience, by adding intelligent web and mobile interfaces to their existing phone menu.

[object Object],The Fonolo Visual Interface

Buttons “Deep Dial” to the IVR The existing phone menu

Virtual Queuing Callers can wait for the call-back or schedule a time in the future for the call.

[object Object],Fonolo functionality can be integrated with a smart phone app using our API. Provides a unified interface to the call center on both web and mobile.

[object Object],Using the better input capabilities of the smart phone or browser makes info entry more pleasant for the caller. This can reduce average call duration by a large factor.

New paradigm of control ,[object Object],[object Object],[object Object],Incredible control over the calling experience through a dead-simple web interface.

The Fonolo solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],follow: @shaiberger email: shai@fonolo.com

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