Fonolo and SJS Solutions have announced a partnership to make Fonolo’s virtual queuing data easily visible and actionable to contact centre managers and agents.
Wallboards and digital displays have been shown to increase agent engagement and performance. SJS Solutions has deployed their Optymyse Digital Display Solution in many types of contact centres including support desks, sales teams, operational areas, driver depots and logistic offices.
Optymyse is compatible with 90% of all PBX technology including Avaya, Cisco, ShoreTel and Unify. It includes an API that allows organisations to capture data from sources like Salesforce, ZenDesk and, now, Fonolo.
Fonolo’s cloud-based solutions allow contact centres of any size to easily add call-back functionality without having to install any hardware or software. Offering callbacks provides a better customer experience, lowers abandonment rates, and reduces cost-per-call.
According to Forrester Research, 75% of callers think the option of a call-back is “highly appealing”. When the frustration of hold- time is eliminated, both callers and agents have an improved call experience.
Steve Pace, CEO of SJS, commented,
“Forward thinking companies that invest in their agent environment benefit from improved performance, lower attrition and reduced absenteeism,”
“Our products help with this effort by mixing together key information from a variety of systems and delivering that data in an intelligent display.
Because of our new partnership with Fonolo, we are the only solution on the market that adds virtual queuing data to that mix.”
Shai Berger, Fonolo CEO, said,
“Eliminating hold time leads to increased customer satisfaction.
But beyond that, it also drives happier and less frustrated agents, as they no longer have to deal with customer complaints about long hold-times.”
“Both Fonolo and SJS are focused on improving agent satisfaction and efficiency, thereby creating a natural and complimentary partnership.”
Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way contact centres interact with their customers by seamlessly replacing hold time with a call-back.
Regardless of where the conversation begins – on the web, mobile or by phone Fonolo quickly and conveniently routes customers through the contact centre, connecting them to the right agent and eliminating hold time.
Founded in 2001, SJS Solutions develop innovative, affordable, easy to deploy employee engagement and communications solutions suitable for contact contact centres, help & support desks, sales teams, operational areas, driver depots and logistic offices to name a few.