As Canada’s leading audio entertainment company, Sirius has signed an agreement with Fonolo to improve calling experience for its subscribers by making it easier to connect directly with large companies. Sirius customers can now receive calls directly from the right agents by leveraging Fonolo’s (News - Alert) visual dialing solutions that helps reduce calling costs by evading phone menus and eliminating hold times.

Sirius website has been hosting Fonolo’s solutions since October 2010 during which it has experienced notable rise in caller satisfaction. In a release, Mark Morais, director of Customer Operations for Sirius Canada said, “Providing a satisfying experience to our subscribers is a top priority for Sirius. Like most companies, we need a phone menu to direct callers to the right agent, but we know that customers often find this approach frustrating. Fonolo provides us with an easy way to give callers a much friendlier alternative to the phone menu. This helps us keep existing customers happy and streamlines the sign-up process for new customers.”

By including Fonolo’s web component at several places on the website, Sirius presents consumers with several “call buttons” for common task such as "activation" or "account management".  After activation of these buttons, the appropriate Sirius agent gives a call back to the consumer. To get rid of frustrating hold times, Sirius is using Fonolo's "Hold for Me" technology and has become the first company to offer this ground-breaking service to the general public.

In a release, Fonolo CEO Shai Berger (News - Alert) said, “Sirius is dedicated to staying on the cutting edge of customer service and we're delighted to be working with such an innovative company. The idea of getting a call back when the next agent is ready has been a dream in the industry for decades. While several 'virtual queuing' solutions have been on the market for years, implementations are rare because they always require intense integration at the call center. Our 'touch-less' approach is a major game-changer for the industry.”

Compared to similar solutions deployed in the market, Fonolo does not have to undergo the complex and costly call center integration process. Interestingly, Fonolo calls appear as regular inbound calls to call center, leading to no equipment or software changes or installation. Consequently, any company can take advantage of the cloud-based approach to add Fonolo to their call center.