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Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. This results in enhanced customer experience, reduced abandonmentrates and improved overall customer service quality.
Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing wait times. Recently, we helped a leading low-cost European airline leverage the power of analytics, and improve CSAT by 18%.
Over a decade ago, in 2007-era Toronto, Shai Berger, Jason Bigue, and Mike Pultz launched a little rocket of a company called Fonolo, unsure of where and how far it would take them. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI. The Top Contact Center Trends to Watch in 2019.
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