Fonolo

NOVEMBER 1, 2017

That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center. Compared to other enterprise software, the transition to cloud has been a difficult road for the call center. One day, an on-premise call center may seem as quaint as a rotary-dial telephone.

Call Center 138

Call Center Abandon rate Contact Center Enterprise 138

Fonolo

MAY 22, 2018

Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution. Which Vendors are Currently Providing Call-Backs? What’s the Benefit of Call-Backs?

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Fonolo

AUGUST 28, 2018

We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. What’s Inside: Lower Abandon Rate.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Noble Systems

MARCH 22, 2021

For many healthcare organizations, the call center is a patient’s first point of contact. In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 6 Healthcare Call Center Technologies. Interactive voice response captures the reason for each call.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Fonolo

MAY 17, 2018

We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. First, “Collaborative Contact Center” combines their contact center service (built on inContact) with the RingCentral Glip team messaging/collaboration app. What’s Inside: Lower Abandon Rate.

Call Center 52

Call Center Abandon rate APIs Contact Center 52