PRESS RELEASE: Fonolo, the company that improves the call centre experience by replacing hold time with a call-back, and Aspect Software, a leading provider of fully-integrated contact centre solutions, announced today a working relationship to bring multi-channel call-backs to the contact centre market.
Fonolo has joined the Aspect Technology Alliance Program, allowing Aspect customers to benefit from Fonolo’s multi-platform call-back solution. In addition, Fonolo’s products will be featured on Aspect’s Technical Partner Showcase, a marketplace of applications that improve customer engagement and increase efficiency in the contact center.
Adding call-back functionality to the contact center 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”.
Today’s consumers want to interact with companies through a variety of channels. Regardless of where the conversation begins – through a phone call, in a mobile app, on a website or an SMS dialog – Fonolo’s multi-channel capabilities allow that conversation to escalate smoothly to a live agent conversation.
“Aspect is at the forefront of customer engagement solutions today,” said Fonolo CEO Shai Berger. “We’re delighted to feature our technology on the Technical Partner Showcase and to provide an avenue for Aspect customers to access feature-rich call-back solutions. By using a cloud deployment and SaaS pricing model, we’ve made advanced call-back functionality feasible for call centers of any size and budget.”
“Aspect’s Technical Alliance Program was launched in order to bring to customers innovative solution enhancements that complement Aspect’s offerings, and be assured those solutions work together smoothly in the customer environment thereby creating and collecting the customer engagement market’s most inventive solutions,” says Mike Moors, Aspect Vice President of Worldwide Partners. “Contact centers today are trying to deliver the best possible customer experience, while controlling costs. Fonolo provides a solution that meets both needs. We’re very excited to have Fonolo as a part of Aspect’s Technical Alliance Program.”