Fonecta Delivers Enhanced Information Services with SOLEO Search and Discovery Solutions

Background

Fonecta’s directory services offer Finland’s most complete contact information as well as answers to many other types of questions. Help is available 24/7 everyday of the year. The service is available by telephone (via the 020202 access code), on the web, by mobile telephone or other portable device and in telephone directories. Customers in Finland will find the information they need in every situation, whether they are at home, at the office or on the road.

Fonecta’s expert customer service staff will always provide personal service and if needed, they will connect customers directly to the number required. When Fonecta connect calls directly, they also automatically SMS the telephone number and name information to the callers mobile phone. They can also send the information as a business card, which can be easily saved directly on the mobile phone’s memory. Further service enhancements include hotel room reservations, restaurant table bookings, railway schedules and timetables enquiries, and ‘ask your way’ services.

When Fonecta acquired its Yellow Page business it needed a way to fully monetize all of its information assets to meet consumer demands for a new generation of location-based services. To respond to this market opportunity Fonecta began a major initiative to transform itself into “The Best Phone Service Company in Finland”. This involved incorporating use of its extensive yellow page and white page directories content.

Fonecta turned to SOLEO, their current Directory Assistance solution provider to develop a solution to meet its needs. SOLEO responded to the challenge by extending the current FlexiQ suite of applications with a Yellow Pages solution that included a sophisticated category and proximity search capability, which enabled Fonecta to further monetize its service.

SOLEO Solution

Fonecta employs a dedicated workforce of customer service personnel to act as personal agents to access a variety of information for its customers. With SOLEO’s FlexiQ solution, these agents can now answer question such as; where is the nearest restaurant, when do they open and how can I get there? SOLEO’s solution not only provides the means to efficiently access Fonecta’s information assets to answer these questions, SOLEO’s solution also provides the means to deliver to the caller’s smart phones links to maps, driving directions and other content, as well as providing call completion to connect the callers to the parties of interest.

Results

In 2010 and 2011, telephone services users in Finland rated Fonecta’s 020202 services as the best phone service in Finland. Every year the survey evaluates a variety of strengths and weaknesses. Last year, callers stated that Fonecta’s 020202 services had improved its performance in all areas. Fonecta is recognized as the number one white page and yellow page service provider in Finland. In 2010 Fonecta´s 020202 Service was chosen as the Best European DA Service at 118Tracker Awards.