World Travel Holdings Deploys Fonolo on Cruises.com to Enhance Customer Experience
TORONTO, Jan. 22, 2013 /PRNewswire/ – Fonolo, the company that improves the call center experience by replacing hold time with a call-back, continues to grow its portfolio of world-class partnerships with the addition of Cruises.com. Owned and operated by World Travel Holdings, one of the nation’s top travel agencies, Cruises.com offers incredible savings on brand-name cruises.
With the addition of Fonolo to the Cruises.com website, users select the cruise they’re interested in and can now easily request an agent call-back with just one click – eliminating phone menus and hold-time. Fonolo’s cloud-based call-back service provides a convenient and intuitive interface for callers and a secure, seamless process for call center agents.
“World Travel Holdings recognizes that the vacation experience begins long before you arrive at your destination,” said Shai Berger, Fonolo CEO. “The integration of Fonolo with the Cruises.com website gives prospective travellers a first-class customer service experience right from the start of the booking process.”
According to a 2012 study from American Express, for a complex purchase like booking a cruise, customers preferred talking to a live person on the phone two-to-one over simply using a website. Offering an intelligent call-back feature makes it seamless for customers to reach an agent, removing the barriers from buying online.
“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,” said Jeff Smith, SVP sales and customer care, World Travel Holdings. “Fonolo makes it even easier for our customers to book their dream vacation and furthers our ability to deliver a remarkable experience.”
Because Fonolo’s cloud-based solution required no changes to their call center, World Travel Holdings was able to deploy this new functionality in a matter of days. They also integrated their web analytics with Fonolo so they could track and optimize every aspect of the customer experience.
World Travel Holdings began offering Fonolo service to its Cruises.com customers in November 2012.
Fonolo’s cloud-based solutions improve the way call centers interact with their customers by replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent while eliminating hold time.
A growing list of organizations, including the Royal Bank of Canada (RBC), Allstream and SiriusXM Canada have discovered the value of using Fonolo as an innovative call center solution. The privately-held, Toronto-based company has received numerous awards, including “Best of Enterprise Connect,” ITExpo’s “Best Contact Center Solution”, “50 Best Websites” from Time.com and more.
About World Travel Holdings
World Travel Holdings is the world’s leading cruise agency and award-winning leisure travel company with a portfolio of more than 30 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, hotels and luxury travel services, World Travel Holdings has a vast portfolio of licensed private label partnerships comprised of top leisure travel providers, almost every U.S. airline, leading hotel brands and prominent corporations. The company’s home based division operates a top-rated travel agency franchise and the country’s original host agency. Its global presence in the United Kingdom includes operating two cruise agencies and multiple private-label brands. World Travel Holdings has offices in Long Island, NY, Wilmington, Mass., Ft. Lauderdale and Orlando, Fla., Virginia Beach, Va., and Chorley, United Kingdom. For more information, visit WorldTravelHoldings.com.