The Contact Center in a Web 2.0 world

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What frustrates callers?

1) Navigating phone menus (IVRs)

2) Waiting on hold

3) Repeating information

4) Unhelpful agents

How can technology address these issues?

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Today’s approaches:

1) Navigating phone menus (IVRs)Voice-driven menus, Natural language systems (e.g. Gyrus Logic)

2) Waiting on holdCall-back approaches (e.g. QueueBuster, Virtual Hold)

3) Repeating informationCTI, UC, etc.

4) Unhelpful agentsQA metrics, automated review of recordings (e.g. Nyce)

What do all these approaches have in common?

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They all focus on the call center.

What about the other side of the equation?

Customers today have more and more powerful phones in their hands...

but all of that power is ignored when they call the Contact Center

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Customers are often on the company's web site when they call…

but a call to the contact center starts at "square one".

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Fonolo’s Approach

• Start by adding intelligence on the consumer's end(Shift the balance of power)

– Alternate IVR navigation– “Deep Dialing” – Intelligent call history– User-controlled call recording– Agent feedback

• Then reach out to forward-thinking call centers.– Create a data connection between users and the agent.

Using Fonolo

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Using Fonolo, cont’d

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By web… By mobile…

Demo(Time Permitting)

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Mapping Phone Space

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Just like Google spiders web space, we spider phone space.

We build and maintain a live map of common phone menus.

We do this without any cooperation from the companies involved.

Our system for building and maintaining this map is a core asset of the company. (Patents filed.)

The Future of the Call CenterIf you establish a way for data to flow between customer and company,

exciting possibilities…

• Smarter “Hold”– Less frustration for customer

– Less cost for the Call Center

• Automated (and secure) identity management– Less frustration for customer

– Time saved for the agent (Security questions are very time consuming!)

• Share documents – receipts, invoices, instructional materials, etc.

• What else– ???

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