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Fonolo Improves Customer Experience on Cruises.com

January 23, 2013

Fonolo (News - Alert) has revealed its association with Cruises.com, thereby extending its collection of best-in-class collaborations. Fonolo has been enhancing the call center experience by substituting hold times with a call back.

Unbelievable savings on cruises are offered by World Travel Holdings’ Cruises.com. Users of the Cruises.com website will be able to ask for a call-back from the agent in a single click once they have chosen their preferred cruise online. The phone menus and hold-time can now be avoided with the incorporation of Fonolo on the website. Callers are offered a suitable and perceptive interface by the cloud-based call-back service from Fonolo. The call center agents are also offered a safe and flawless process.

In a statement, Shai Berger (News - Alert), CEO of Fonolo said, "World Travel Holdings recognizes that the vacation experience begins long before you arrive at your destination. The integration of Fonolo with the Cruises.com website gives prospective travelers a first-class customer service experience right from the start of the booking process."

American Express (News - Alert) conducted a study last year regarding the booking preferences of customers for a cruise. As per the study, at least two-third of the respondents wished to talk to a person on the phone for an intricate purchase like booking. Customers can now contact an agent with the smart call-back feature offered by Fonolo, making it an ideal scenario for booking cruises on the Web.

Jeff Smith (News - Alert), SVP of Sales and Customer Care at World Travel Holdings, said, "Not only does Fonolo direct callers to the right agent based on their travel needs, but the resulting data shows an improvement on the caller experience which has exceeded our expectations and favorably impacted sales. Fonolo makes it even easier for our customers to book their dream vacation and furthers our ability to deliver a remarkable experience."

World Travel Holdings was not required to alter their call center in order to implement the cloud-based offering from Fonolo. The solution along with its latest functionality was implemented in a few days. World Travel Holdings has incorporated online analytics with Fonolo, allowing easy monitoring and optimization of all the facets of customer experience.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

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