Fonolo Partners with SJS Solutions
Fonolo, a provider of on-hold call back solutions for contact centers, and SJS Solutions, a provider of digital displays for contact centers, have teamed up to make Fonolo's virtual queuing data visible and actionable to call center managers and agents.
According to the two companies, wallboards and digital displays have been shown to increase agent engagement and performance.
SJS Solutions has deployed its own Optymyse Digital Display Solution in many types of call centers, including support desks, sales teams, operational areas, driver depots and logistic offices. Optymyse is compatible with 90 percent of all PBX technology, including Avaya, Cisco, ShoreTel, and Unify. It includes an API that allows organizations to capture data from sources like Salesforce, ZenDesk and, now, Fonolo.
Fonolo's cloud-based solutions allow call centers to add call-back functionality without having to install hardware or software.
"Forward-thinking companies that invest in their agent environment benefit from improved performance, lower attrition, and reduced absenteeism," said Steve Pace, CEO of SJS Solutions, in a statement. "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."
"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," said Shai Berger, Fonolo's CEO, in a statement. "Both Fonolo and SJS are focused on improving agent satisfaction and efficiency, thereby creating a natural and complimentary partnership."
Fonolo in June partnered with Aspect Software to bring its call-back solutions to Aspect's call center customers.