Fonolo (News - Alert) develops its own call-back software for businesses that want to replace hold time with agent-returned calls to customers. It recently announced a partnership with SJS Solutions, a provider of digital displays, to make its call-back queuing available on large screens in call center workrooms.
SJS Optymyse digital displays work with many private branch exchange (PBX) systems such as Avaya and Cisco (News - Alert), and they use an API to grab data from third-party tools such as Salesforce and ZenDesk. Now it can grab data from Fonolo and place that queuing information in front of all agents and managers. Shai Berger (News - Alert), the CEO of Fonolo, commented that this partnership is all about improving agent and customer satisfaction while increasing call center efficiency.
“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,” Berger said. “Both Fonolo and SJS are focused on improving agent satisfaction and efficiency, thereby creating a natural and complimentary partnership.”
The official announcement places forward the idea that digital displays can help agents perform better at their jobs and become more engaged with their clients. In addition, Fonolo has long held that call-backs are a win-win scenario that gives customers the choice to accept a return call and gives businesses the benefit of continuing to serve customers in the order they have called. The addition of SMS notifications for customers also allows for better information sharing about how long any individual will have to wait for his or her call to arrive.
SJS's boards should work directly from the box with most major PBX (News - Alert) brands. Once setup, they can connect directly to the Fonolo call-back service which itself requires no additional hardware or software for businesses to operate. The companies insist that, paired together, many types of call centers groups such as support desks and sales teams could see lower call abandonment rates, reduced cost-per-call, and improved quality of service overall. Combined with increased employee engagement, managers can expect improved numbers across the board. Literally.
Edited by Maurice Nagle