Fonolo has launched a new hosted offering that will help companies improve customer experience and reduce call center costs by incorporating “Deep Dialing” into their own Web sites. Fonolo (News - Alert) makes it easier and less frustrating to call large companies.

 

Deep Dialing helps users avoid phone menus or IVR systems and reach the right person or department. This eliminates the frustration of dealing with “Press one for this, press two for that.” The free consumer service from Fonolo has also become more powerful with the addition of features such as call recording, “Quick Tones” and Deep Dialing access to more than 500 companies.

 

According to Shai Berger (News - Alert), the CEO of Fonolo, after the launch of its public beta, the company received feedback from people that said Fonolo makes it much easier to deal with large companies over the phone. Fonolo lets callers navigate a company’s phone menu visually and reach any point in that menu with a simple click. Fonolo will then ring the user’s phone and connect the two parties. The directory of Fonolo includes 500 North American companies.

 

The new release also makes Deep Dialing available to consumers directly from Fonolo’s home page. There is no need to set up an account. Deep Dial can also be used directly from Android (News - Alert)-powered mobile phones by using the “Fonolo for Android” application.

 

Another new capability is the new Quick Tones feature. It allows users to set up numbers they frequently use during calls such as account IDs and frequent flyer numbers in a personalized, secure list. When a company’s phone system prompts for the same, the user can play back the digits with a single click as if he had entered them manually.

 

The latest release also lets consumers hold companies accountable for what they say during a call. It is now possible to make audio recordings of calls and store them for later reference. In addition, the recordings can be played back online or downloaded after the call.

 

The hosted service from Fonolo helps companies improve customer satisfaction and reduce call-center costs. In order to do the same, there is no need to change the company’s existing IVR or call center infrastructure.