… or is it a “triple play.” Call back and queue management specialist Fonolo has its technology embedded in an iPhone app that represents the third modality in a multi-media contact center offering.

The app, from 1st United Services Credit Union, features a “Contact Us” button that makes it possible to reach a live agent in the banks contact center without following the usual protocol of clicking on a link, leaving the app, initiating a phone call and, essentially, starting over from scratch. What makes it a “hat trick” is the fact that the innovative credit union is already using Fonolo’s “widget” as a click-to-call function on its banking Web site and Fonolo’s InCall Rescue technology is used to expedite inbound calls.

Categories: Articles

Tags: Contact Centers, mobile customer care, Fonolo, mobile customer experience