News : Fonolo and SJS Solutions Bring Virtual Queuing Data to Call Center Wallboards
#contactcenterworld, @Fonolo, @sjssolutionsltd
Toronto, ON, Canada, Aug 12, 2015 -- Fonolo, the company that improves the call center experience by replacing hold time with a call-back, and SJS Solutions, a global provider in digital displays for contact centers announced a partnership to make Fonolo's virtual queuing data easily visible and actionable to call center 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 call centers including support desks, sales teams, operational areas, driver depots and logistic offices.
"Forward thinking companies that invest in their agent environment benefit from improved performance, lower attrition and reduced absenteeism," said Steve Pace, CEO of SJS. "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."
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"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 CEO. "Both Fonolo and SJS are focused on improving agent satisfaction and efficiency, thereby creating a natural and complimentary partnership."
#contactcenterworld, @Fonolo, @sjssolutionsltd
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Fonolo
Fonolo helps organizations improve the call center experience for their customers while reducing costs. A growing list of organizations, including the Royal Bank of Canada (RBC), have discovered the value of using Fonolo to connect their call center with their web site. The privately held, Toronto-based company, has received numerous awards, including "50 Best Websites" from Time.com, "Best New Product" from Emerging Communications Conference, "Judges' Choice" from GigaOm's Mobilize Conference, "Top Telecom Idea" from Springwise and "Top 25 Canadian IT Up and Comers" from the Branham Group.
About SJS Solutions:
Founded in 2001 SJS Solutions have dedicated over 16 years to the improvement of contact centres across the globe. We take a consultative approach towards solving the biggest challenge facing call and contact centres today, the retention of good agents (CSRs). According to Gallup just 31% of employees are engaged at work and an improvement in worker engagement of just 5%-10% can result in an increase of approximately 1,227 to 2,454 more available call minutes per agent per year. Optymyse is more than just a wallboard, it’s a completely new way to empower, engage and motivate your agents. To have the biggest impact we strongly encourage our customers to replace negative call handling metrics with Customer Satisfaction (CSAT) and Net Promotor Scores (NPS), and to move as far away from traditional wallboard or dashboards layouts as possible. By using the latest REST API and Browser-Based technology we give our customers the ability to re-connect agents to their brands, remind them of core company values, be empowered, satisfied and most of all have access to the information they need to deliver positive customer experiences. When purchasing Optymyse, the worlds most flexible wallboard software, customers also receive the tools, knowledge and support required to create amazing contact centers, filled with happy, engaged, loyal agents.
Published: Thursday, August 13, 2015
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