This document summarizes a webinar about how call centers are being reshaped by smartphones, social media, and consumer expectations. It discusses three main flaws with traditional call center experiences: navigating phone menus, waiting on hold, and having to repeat information to agents. It then outlines how the growth of smartphones provides an opportunity to create visual interfaces that can help fix these issues. The webinar introduces Fonolo, a cloud-based solution that allows companies to embed intelligent calling features into their websites and apps to improve customer experiences while making call centers more efficient. Case studies show how Fonolo has helped companies like Sirius Radio, Optus, and RBC reduce call times and improve customer satisfaction.

1. How Call Centers are Being
Reshaped by Smartphones, Social
Media and Fed-Up Consumers
March 7, 2012
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2. How Call Centers are Being
Reshaped by Smartphones, Social
Media and Fed-Up Consumers
Today’s speaker:
Shai Berger,
Co-Founder and CEO of Fonolo
shai@fonolo.com
@shaiberger
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3. What
phones
used
to do:
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4. What
phones
do now:
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5. What call
centers
used to do:
What they
do now:
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6. What has
hampered
call center the dialpad
innovation?
the dialtone

7. Today’s webinar
1. Three big flaws in the call center experience
2. Removing the barriers to call center innovation
3. The impact of social media
4. Introduction to Fonolo
5. Case studies
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8. The call center “pipeline”
Waiting Exchanging Discussing
Navigating
on hold info with agent
Call Agent Call
starts answers ends
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9. Navigation
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10. The navigation problem
• The keypad is inherently limited.
• We’re locked-in to a spec created in 1960!
• Decades of research and trials have squeezed as
much out of it as possible.
• But still a very high rate
of zero-outs and
misnavigation.
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11. Voice recognition
• Was supposed to be the cure-all solution but has
not lived up to expectations.
• Great for certain use-cases.
• But still strongly disliked by users.
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12. Waiting on Hold
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13. Waiting on hold
• Everybody hates it.
• It’s a “lose-lose” approach
to queuing.
• There is an obvious
alternative…
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14. Getting info to agents
“Can I have your
customer ID?”
“Do you have a reference
number?”
“Please read out the
tracking code…”
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15. Getting info to agents
 Callers often have to repeat
information.
 Agent time wasted waiting for a caller
to find information.
 Agent time wasted trying to
communicate data.
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16. Revisiting the “big 3” flaws
We know the solutions!
Phone menus Visual navigation
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17. Revisiting the “big 3” flaws
We know the solutions!
Phone menus Visual navigation
Waiting on hold Virtual Queuing
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18. Revisiting the “big 3” flaws
We know the solutions!
Phone menus Visual navigation
Waiting on hold Virtual Queuing
Repeating info Pre-call questions
So what’s the hold up?
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19. Fixing the
“dialpad”
barrier

20. Web + Smartphone
=
An interactive visual interface for
nearly everyone
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21. Smartphone growth
Data covers the 3 months ending May 2011.
Source: Nielsen.
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22. Smartphone growth
via IHS, August 2011
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23. The opportunity
• The smartphone is the
channel of “first choice” for
more and more consumers.
• By using the power of this
platforms, companies can
make calls “smarter”,
solving flaws in the call
center experience.
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24. The opportunity
• The smartphone is the
channel of “first choice” for
more and more consumers.
• By using the power of this
platforms, companies can
make calls “smarter”,
solving flaws in the call
center experience.
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25. Fixing the
“dialtone”
barrier
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26. Call center integration is tough
Why?
 closed, proprietary nature of call center
infrastructure
 multi-site operations
 outsourced call centers
 organizational silos
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27. Cloud is the answer
For the forseeable future, the only
answer is to set up a layer “above” the
call center mess
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28. The impact of Social Media
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29. “Contact us”… the company’s way.
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30. “Contact us”… the customer’s way
Some gems from a random day in May:
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31. A new urgency…
Social media is
now a real-time,
always-on
scoreboard for
customer service.
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32. Commenting on companies…
For active Twitter users, at least
once a week…
33% share opinions about
companies or products
32% make recommendations
30% ask for them
Source: April 2010 study by ROI Research
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33. OnHoldWith.com
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34. The good news
• Many complaints focus on a few things:
• Waiting on hold
• frustrating phone menus
• being transferred between agents
• Those things are fixable!
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35. Introducing Fonolo
An easy way for companies to
improve the calling experience
for their customers
while making their call center
more efficient.
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36. What does it look like?
After the company embeds the Fonolo widget on their site, callers can
connect directly to points inside the phone menu.
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37. Fonolo on a smartphone
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38. Building on top of the existing system
Fonolo takes the …and replaces it with an
company's existing intelligent visual interface…
phone-based process...
…presented on
their web site
or mobile
application.
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39. The process
Customer is free
Call- Pre-Call Fonolo
point Que- dials
selection stions Company
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40. The process
Customer is free
Fonolo Fonolo Agent
Navigates on hold Whisper
Call- Pre-Call Fonolo Agent
point Que- dials answers
selection stions Company
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41. The process
Customer is free Customer on the line
Fonolo Fonolo Agent Discussing
Navigates on hold Whisper with agent
Call- Pre-Call Fonolo Agent Fonolo Fonolo connects
point Que- dials answers dials customer & agent
selection stions Company customer
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42. Anatomy of a call center call
Waiting Exchanging Discussing
Navigating
on hold info with agent
Call Agent Call
starts answers ends
Visual UI Pre-call Q’s
+ + Post-call
Hold-for-Me
Deep Agent survey
Dialing Whisper
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43. Virtual queuing
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44. Pre-call questions
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45. Post-call surveys
Post-call surveys provide
a powerful way to get
feedback.
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46. Case studies
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47. Sirius Radio
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48. Example Twitter conversation
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49. Optus
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50. Optus – in-person survey
1. Reduction in average handle time: 15%
2. Independent in-person survey:
>90% of respondents that used Fonolo
thought it greatly improved the experience.
Much much MUCH better than getting the run around using one of the 13 numbers
This saved me time and money calling from my mobile (as my landline was dead).
Excellent system! Good to see that optus is finally doing something good!
Really helped as we use VoIP and that doesn't allow 1300 and 1800 numbers.
It is excellent that we are able to use this service, instead of paying for a vastly
expensive mobile call when you have to wait on hold for ages. Definitely a great
service!
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51. Royal Bank of Canada
Manager of the Helpdesk:
“Ease of deployment was a
key component in our
decision to implement
Fonolo.”
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52. Royal Bank of Canada, cont’d
Manager of the Helpdesk:
“We hear from callers that
they really appreciate being
able to use Fonolo… It
definitely makes the process
more pleasant for them.”
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53. Wrap-up
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54. Features at a glance
Visual Dialing Reduce zero-outs and get callers to the
right agent the first time.
Virtual Queuing Replace hold-time with a call-back.
Happier callers and lower telecom costs.
Pre-call Questions Reduce handle times by collecting info
from callers before the call.
Post-call Surveys Improve the customer experience by
getting caller feedback in real-time.
Smart-phone ready Easily add intelligent calling to your
existing mobile application.
Zero Integration Works with your existing infrastructure.
Nothing to install.
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55. New pricing!

56. Any Questions?
Our latest whitepaper:
“Your Customers are on the
Smartphone. Is Your Call Center?”
Free download here.
Talk to us today to set up a free trial:
Shai Berger, CEO
shai@fonolo.com
Chris McLean, Dir of Sales
chris@fonolo.com
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