Fonolo (News - Alert), a provider of call center solutions, announced Allstream, a Canadian provider of business communications, has selected its call center solutions to make it easier for its field employees to contact their support team.
Allstream has implemented Fonolo's mobile solution to the company-issued BlackBerry (News - Alert) smartphones, enabling the field operations technicians to reach an agent with just one-click. The call center solution also gives an immediate productivity boost because technicians no longer have to wait on hold during client visits.
Allstream began offering Fonolo service to its field technicians in May 2012.
Fonolo's cloud-based call center solutions help companies quickly and conveniently route customers through the call center, connecting them to the right agent while eliminating hold time.
"Fonolo is proud to be a part of Allstream's vision to elevate the call center experience," said Fonolo CEO, Shai Berger (News - Alert), in a statement. "The intersection between the smartphone and the call center is currently one of the most exciting areas in customer service."
The cloud-based call center solutions from Fonolo easily adapts to any call center. It can be implemented in a few hours. Employees can now use a visual interface on the smartphone to get the support they need and, rather than wait on hold, get a call-back when the next agent is available.
"We are pleased to be partnering with Fonolo to further enhance our day-to-day field operations," said Ron Hoseman, Allstream's vice-president, Service Management and Assurance, in a statement.
In a similar development in the industry, VoltDelta (News - Alert) OnDemand, a provider of automated voice recognition and Contact Center On Demand (CCOD) solutions, announced the launch of a new call center solution that automates N11 phone-based services.
VoltDelta’s N11 solution is a cloud-based service and does not require capital investment for hardware and software. It ensures a more rapid deployment and also empowers providers with the ability to respond to emergencies.
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Edited by Amanda Ciccatelli