Fonolo and The Call Center Using “Deep Dialing” to improve customer relations.

3 What is Fonolo? Fonolo is a platform for enhanced dialing services. We make it easier to deal with companies over the phone. 1) Deep Dialing: Stop wasting time with phone menus! Navigate phone menus visually then dial directly to the point you need. 2) Intelligent Call History: Keep track of your calls! Get an integrated view of all your calls with each company, including notes and recordings, regardless of which phone you use. Fonolo does not require any software downloads or any specific type of phone.

Using Fonolo 4

Using Fonolo, cont’d 5 By web… By mobile…

Fonolo and the Call Center Let’s work together to improve the process. 1) We’re not replacing the IVR. Just making it more convenient for users that have web access or smart phones. 2) Interacting with Agents. Less frustrated callers makes the transaction easier. Automating the data collection process. A smarter strategy for waiting on hold? 3) A better mechanism for agent review Current model is rarely used. 6

Real World Example 7

Mapping Phone Space 8  Just like Google spiders web space, we spider phone space.  We build and maintain a live map of common phone menus.  We do this without any cooperation from the companies involved.  Our system for building and maintaining this map is a core asset of the company. (Patents filed.)

What people are saying 9 ZDNet: "Music to your ears" GTDTimes: “… solves a problem that we all have … something that is almost universally hated and which we all thought, up until now, was an evil that simply must be endured." Telco 2.0: "IVR... is a byword for user-hostility. So what if there was a Google for phone menus? Turns out there is. … a genuinely brilliant idea.... will probably have a profound effect on how call centres are organized... " Wireless North: “… helps you, as a consumer, kick the butt of any dial-in customer service system… Turns out there’s a lot of room left for innovation left in the telecom industry…” VoIP-Weblog: “If you’ve ever called a company that has one of these interactive voice response systems with a phone tree from hell, you will appreciate the value Fonolo brings to the table.”

10 Deep Dial from any phone. Skip through phone menus. Automatic call tracking and recording. Contact: Shai Berger x223