Case Study: Suddenlink Communications cuts hold time with Fonolo

How a Major Cable Operator Eliminated Over 400,000 Minutes of Hold-Time

Suddenlink Communications, the seventh-largest cable operator in the United States, needed a way to reduce long hold times and improve customer service on its heavily used phone channel. With 7 call centers serving about 1.4 million customers, the company looked for a more efficient way to manage inbound calls and enhance the voice experience. Fonolo’s cloud-based call-back solution, In-Call Rescue, was used to address this challenge.

Fonolo enabled Suddenlink customers to “press 1 for a call-back” instead of waiting on hold, while Fonolo held their place in queue and connected them when an agent was available. The implementation required minimal training and integrated easily with existing systems. As a result, Fonolo helped Suddenlink cut abandon rates by 25% and eliminate over 400,000 minutes of hold time, improving both customer experience and contact center efficiency.

Suddenlink Communications

Gibbs Jones

Senior Vice President Customer Experience