Fonolo Call-Back Technology to Compliment Aspect Solutions for Optimized Customer Service Portals

By CIOReview | Thursday, June 25, 2015

TORONTO, ON: Contact center queues and call transfers are chronic problem which can be eradicated through cloud-based call back technology. Fonolo, the company which replaces hold time with a call back technology is integrating with Aspect Software which provides customer engagement solutions like tracking activity and work distribution over floor through single software platform and unified interaction management.

Fonolo joined Aspect Technology Partner Program to integrate their specialized call back technology with Aspects product to provide value added service for their mutual clients and improve their customer service operations and practices within their own ecosystem.

The collaboration of both enterprises will bring feasible multi channel call back technology to call centers of any size and budget. In order to bring customer innovative services synching with Aspects work flow to enhance consumer experience with feasible cost, Aspects Technical Alliance Program has partnered with Fonolo, explains Mike Moors, Vice President, Aspect.

According to recent research conducted by Forrester 75 percent of callers noted that call back is more preferred option for them. With call back functionality customers can hang on till their call gets  connected; the advantage  is that caller can hold their place in the queue without actually waiting  over  the phone and the call back will be taken place either when agent is free or at an allotted timeframe. This technology enhance consumer experience, minimizes abandonment rate and cost per call.