Modern contact center solutions are a treasure trove of technological innovation and omni-channel excellence. The cloud charges ahead, and in its wake is a new generation of future-forward and feature rich contact center solutions.
This week, Fonolo announced that its cloud-based call-back solutions are available to Talkdesk-powered contact centers, and are coming soon to AppConnect, Talkdesk’s enterprise app store.
"Talkdesk is thrilled to offer customers a new contact center experience that incorporates cutting-edge technology from Fonolo. We recognize them as a true innovator and are looking forward to building something great together," explained Robert Sur, Head of Platform at Talkdesk.
For Talkdesk admins, integrating Fonolo’s solution in the stack is as simple as a single click. Once deployed, contact centers can expect a reduced cost per call; lower abandonment rates; and the ability to more easily navigate spikes in call volume. The end result, an improved customer experience and more efficient contact center operations.
"As one of the world's leading contact center solution providers, we're thrilled to be part of the Talkdesk ecosystem, and can't wait to see more enterprises benefit from Fonolo call-backs," said Shai Berger, CEO of Fonolo.
Fonolo recently showcased the solution on Worldwide Business with Kathy Ireland, where the firm discussed the results Nutrisystem saw with its deployment.
"Our customers really appreciate the fact that we will virtually hold their place in line and call them back as soon as it's their time to speak with an agent. We've even heard the customers praising the solution to our agents," said Michael Volensky, Director of Operational Excellence & Support for Nutrisystem.
Contact centers do not have the luxury of poor first impressions. The shift toward omni-channel allows for customers to communicate on the channel of their choosing, however, companies must be ready to support this type of operation.