Tech CU Selects Fonolo's Call-Back Solution to Improve Customer Experience

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Jul 22, 2014, 08:00 ET

TORONTO, July 22, 2014 /PRNewswire/ -- Fonolo, the company that improves the call center experience by replacing hold time with a call-back, announced that Tech CU (Technology Credit Union) has selected its innovative call-back solution to improve the call center experience for its customers.

By adding Fonolo's In-Call Rescue solution to its call center, Tech CU's customers can now choose to receive a call-back instead of waiting on hold, without losing their place in line. When their turn arrives, the customer's phone will ring and there will be a live agent on the line.

"Providing a superior customer experience is a top priority for us," said Jeannie Sugaoka, SVP of Support Services for Tech CU. "With Fonolo, we have eliminated the need for our members to wait on hold, which respects their time and improves their overall experience. They lead busy, active lives, and we're committed to providing innovative services that they'll value."

Consumers today have very high service expectations. A survey by Call Centre Helper found that 60% of customers have taken their business elsewhere because of a poor call center experience. Meanwhile, according to Forrester Research, 75% of callers think the option of a call-back is "highly appealing". Fonolo's cloud-based solution is an easy and cost-effective way for contact centers to improve their customer satisfaction levels and net promoter scores.

"At Fonolo, we're helping organizations like Tech CU deliver an amazing multi-channel experience in the call center with Visual IVR, Call-Backs, Click-to-Call-Back, and Virtual Queuing. Because of our cloud- based approach, Fonolo is compatible with any call center platform, and our SaaS pricing model is easy on the budget," said Fonolo CEO, Shai Berger. "We're thrilled to be a part of the long-term customer engagement strategy at Tech CU."

Tech CU began offering Fonolo's call-back service to its members in May 2014.

About Fonolo

Fonolo is the leading provider of cloud-based call-back solutions. The company's innovative products improve the way call centers interact with their customers by seamlessly 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 and eliminating hold time. A growing list of organizations trust Fonolo to improve the call center experience for their customers. Learn more at fonolo.com.

About Technology Credit Union

Founded in 1960 by the employees of Fairchild Camera and Instrument Semiconductor Division, Tech CU has served the high tech workforce in Silicon Valley for more than 50 years and today has more than 70,000 individual, non-profit and business members and $1.8 billion in assets. It is recognized as one of the best-managed and strongest financial institutions in the country, as indicated by Tech CU's 5-star rating from Bauer Financial, the nation's largest independent rating service for banks and credit unions. Tech CU members have access to 65,000+ surcharge-free ATMs nationwide, online and mobile banking, 10 full-service branches throughout the Bay Area, and comprehensive mortgage, wealth management and commercial banking services.

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SOURCE Fonolo