Fonolo is a fairly young company that probably needs no introduction to our northern neighbors or to regular readers of this blog. The Canadian company has won numerous awards for its virtual queuing solution as well as helped major companies like RBC and SiriusXM Canada refine their customer experience.
How? By simply enabling customers to stay in queue for an agent without having to stay on hold. It borders voodoo, I know, but trust me… people love this feature.
Today the company has announced another big win here in the U.S. — 1st United Services Credit Union. What’s significant about this deal is that it’s Fonolo’s first implementation in an American-based financial firm. It’s never easy dealing with the laws and regulations applicable to the American financial sector, but now Fonolo has that figured out. The top companies that consumers complain about are their mobile carriers, broadband providers, and banks, so Fonolo definitely has many opportunities to help improve the customer service experience of these companies.
Check out the press release:
TORONTO — October 3, 2012 — Fonolo, the company that improves the call center experience by replacing hold time with a call-back, is pleased to announce that 1st United Services Credit Union (1st USCU) has selected Fonolo to provide superior phone-based customer service to its members.
By adding Fonolo to its website, 1st USCU is empowering their members to connect to call center agents with just one click – no phone menus and no waiting on hold. Fonolo’s visual interface simplifies reaching 1st USCU for callers while its secure, cloud-based services make the process seamless for call center agents.
“It was remarkable how easy it was to get the Fonolo solution up and running. We are thrilled to be offering this improved experience to our members,” said Mark Edelman, Vice President, Member Contact at 1st United Services Credit Union.
Fonolo’s cloud-based solution requires no changes to call centers and within a matter of days, 1st USCU was able to deploy this new functionality.
“1st United Services Credit Union is listening to the needs of their members and offering them an efficient customer experience that will have a profound impact on their brand. We’re extremely happy to be a part of their long-term vision,” said Fonolo CEO, Shai Berger.
Fonolo’s cloud-based solutions improve the way call centers interact with their customers by replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent while eliminating hold time.
A growing list of organizations, including the Royal Bank of Canada (RBC), World Travel Holdings and SiriusXM Canada have discovered the value of using Fonolo as an innovative call center solution. The privately-held, Toronto-based company has received numerous awards, including “Best of Enterprise Connect,” ITExpo’s “Best Contact Center Solution”, “50 Best Websites” from Time.com and more.
About 1st United Services Credit Union
Founded in 1932, 1st United Services Credit Union has a long history of service in the East Bay Area and is open to anyone who resides, works, or attends school in Alameda or Contra Costa counties. With 11 branches, free mobile and online banking and free access to more than 28,000 CO-OP Network ATMs nationwide, 1st United Services Credit Union is a great not-for-profit banking alternative. For more information, visit http://www.1stuscu.org.