BPA Featured Article

World Travel Holdings Picks Fonolo Service for its Cruises.com Customers

By Meenakshi Shankar, TMCnet Contributor
January 24, 2013

Fonolo (News - Alert) is a company specializing in cloud-based solutions that improve the way call centers interact with their customers by replacing hold time with a call-back. Fonolo’s cloud-based call-back service provides a convenient and intuitive interface for callers and a secure, seamless process for call center agents.

A study from American Express (News - Alert) indicates that customers prefer talking to a live person on the phone rather than using a website for any buying process. Offering an intelligent call-back feature makes it seamless for customers to reach an agent, removing the barriers from buying online.

Fonolo partnered with Cruises.com, owned and operated by World Travel Holdings, one of the nation’s top travel agencies. Cruises.com offers incredible savings on brand-name cruises. With the addition of Fonolo to the Cruises.com website, users can now select the cruise they’re interested in and can now easily request an agent call-back with just one click, thus eliminating phone menus and hold-time.

“World Travel Holdings recognizes that the vacation experience begins long before you arrive at your destination,” Shai Berger (News - Alert), Chief Executive Officer at Fonolo said in a statement.

 “The integration of Fonolo with the Cruises.com website gives prospective travelers a first-class customer service experience right from the start of the booking process,” Berger added.

Because Fonolo’s cloud-based solution required no changes to their call center, World Travel Holdings was able to deploy this new functionality in a matter of days. They also integrated their web analytics with Fonolo.

“Not only does Fonolo direct callers to the right agent based on their travel needs, but the resulting data shows an improvement on the caller experience which has exceeded our expectations and favorably impacted sales,” Jeff Smith (News - Alert), Senior Vice President, sales and customer care, World Travel Holdings stated.

Smith also made a note that Fonolo now makes even easier for the customers to book their dream vacation and furthers the company’s ability to deliver a remarkable experience.

Thursday February 28, 2013, Fonolo is organizing a Webinar titled, “Connecting your Call Center to the Smartphone Revolution (News - Alert).”

Edited by Ashley Caputo