Field Techs Boost Productivity With One-Click Agent Access on BlackBerrys

By Jessica Binns, Contributing Editor — June 27, 2012

Allstream, Canada's all-business communications provider, has selected Fonolo, a cloud-based call center solutions company, to make it even easier for its employees in the field to contact their support center.

By adding Fonolo's mobile solution to its company-issued BlackBerry smartphones, Allstream has enabled its field operations technicians to reach an agent with just one-click. Additionally, technicians get an immediate productivity boost because they no longer have to wait on hold during client visits.

Because Fonolo is a cloud-based solution, no changes were required to the call center, and it took only days for Allstream to get this new functionality out in the field. Employees can now use a visual interface on the smartphone to select the kind of assistance they need and, rather than wait on hold, get a call-back when the next agent is available.

"We are pleased to be partnering with Fonolo to further enhance our day-to-day field operations," said Ron Hoseman, Allstream's vice president, service management and assurance.

"Fonolo is proud to be a part of Allstream's vision to elevate the call center experience," said Fonolo CEO, Shai Berger. "The intersection between the smartphone and the call center is currently one of the most exciting areas in customer service."

Allstream began offering Fonolo service to its field technicians in May 2012.


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