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Deep Dialing

Definition - What does Deep Dialing mean?

Deep dialing is a voice over Internet Protocol (VoIP) service that allows users to directly reach a company's specific contact number, bypassing the company phone system's interactive voice response (IVR) menu.

Techopedia explains Deep Dialing

Deep dialing was developed by a Toronto-based company called Fonolo to simplify the customer calling experience.

The deep dialing process is facilitated by Fonolo’s consumer website, which serves as a mediator between callers and large companies. In order to use Fonolo, the user must go through the following steps:

  1. User finds the company he or she wishes to contact on Fonolo's website
  2. Next, the user has to visually browse the phone menu, locate the contact or department, and click it.
  3. Then, Fonolo navigates the company’s IVR phone system and places a call to the desired contact or department. When the call connects with a representative from that department, Fonolo calls the user.
  4. When the user answers the call, he or she is directly connected to the desired contact or department that was selected.

Deep dialing is a very useful service that helps users avoid the frustration of long and repetitive menu changes before connecting with a representative for a large organization.

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