Northern Ireland's Largest Contact Centre Increases Outbound Seats With Noetica Script-Aware Predictive Dialler by 25%

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HCL BPO Services Northern Ireland manages increasing demand for business process outsourcing with Noetica SYNTHESYS.

Noetica, the customer interaction management (CIM) software provider, today announced that HCL BPO Services (NI) LTD has expanded its use of the Noetica SYNTHESYSTM software framework, to meet increasing demand for business processes to be managed by the contact centre. HCL BPO Services (NI) Ltd has implemented an additional 50 licenses for Noetica's technology, including the Script-Aware Predictive Dialler, at its Armagh contact centre.

HCL BPO Services (NI) Ltd has recently experienced a significant increase in outbound business, prompting an expansion of the contact centre and bringing the total number of inbound and outbound agents using Noetica's technology to 346. HCL BPO Services (NI) Ltd has been successfully using the Noetica SYNTHESYS software framework for three years in its Armagh branch, to enable agents to manage business processes for clients in a wide range of markets and languages, including telecoms, retail, cable TV, financial services, media, utilities and technology.

"Noetica SYNTHESYS software framework enables us to deliver a quality and flexible service to our clients in the fast-paced BPO environment," explains Centre Head at HCL BPO Services (NI) Ltd, Pat McIlveen. "In particular, the Business Process Management engine enables us to provide tailored campaigns that can be amended in real-time and administered by non-technical staff.

The highly intuitive, programming-free, Business Process Management engine enables HCL BPO Services (NI) Ltd to centrally create and release client campaigns to agents quickly. The SYNTHESYS software framework's Unified Front End integrates all of HCL BPO Services (NI) Ltd's back-office applications into a single desktop interface, enabling agents to focus their full attention on the person they are calling, rather than using multiple desktop applications to complete the call.

Managing Director at Noetica, Danny Singer, explains, "By using Noetica's patented high performance predictive dialler for its outbound calls, HCL BPO Services (NI) Ltd is able to maximise the volume of calls it makes whilst minimising the risk of silent calls typically associated with predictive diallers. In this way it can be confident that it is delivering the best service and value to its clients without compromising image or public perception." McIlveen adds, "204 of our agents are now using the Noetica Script-Aware Predictive Dialler, an essential tool for our increased outbound activity, which ensures we stay compliant with regulation whilst being as productive as possible."

In the near future, HCL BPO Services (NI) Ltd plans to upgrade all 346 agent seats in Armagh to the latest version of the SYNTHESYSTM software framework, version 3.2. The new version will benefit the company with improved functionality for outbound campaign management, including:

  • The assignment of agents to specific and multiple campaigns, with the SYNTHESYS Business Process Management engine displaying the appropriate call flow for each call.
  • Enabling HCL BPO Services (NI) Ltd managers to create and queue outbound lists (including the import of external databases) using a CRM filter for defining conditions on which to queue certain numbers.
  • The DoNotCall functionality, which uses data provided by clients and associations including the Telephone Preference Service (TPS) to cleanse outbound lists daily to ensure those customers signed up do not receive calls.

About HCL BPO Services (NI)
HCL BPO Services is now in its 7th year of operation and is Ireland's largest contact centre & business outsourcing company, employs over 2,000 people in its Belfast and Armagh centres and provides a range of high value BPO, contact centre (including multi-lingual) and on line services to a range of clients from sectors as diverse as Telecoms, Retail, Cable TV, Banking, Media, Utilities and Technology. HCL BPO Services (NI) Ltd is an Investor in People Company. Amongst its many accolades HCL was recently accredited with the prestigious UKTI Investor of the Year Award and the Annual NOA (National Outsourcing Association) Award for excellence in outsourcing across all disciplines

About HCL Technologies
HCL Technologies is one of India's leading global IT Services companies, providing software-led IT solutions, remote infrastructure management services and BPO. Having made a foray into the global IT landscape in 1999 after its IPO, HCL Technologies focuses on Transformational Outsourcing, working with clients in areas that impact and re-define the core of their business. The company leverages an extensive global offshore infrastructure and its global network of offices in 16 countries to deliver solutions across select verticals including Financial Services, Retail & Consumer, Life Sciences, Hi-tech and Manufacturing, Telecom and, Media and Entertainment. HCL Technologies, along with its subsidiaries had revenue of US $ 1.058 billion for the twelve month period ending 30th September 2006,and employed 36,452 professionals. For more information, please visit

About Noetica
Noetica was the first software company in the UK to deliver a completely visually designed, fully integrated unified front end for contact centres. Our product range, SYNTHESYS™, reduces operational costs of inbound and outbound operations by up to 50% and agent training costs by up to 90%. It is available in both Client-Server and Web-based environments. Noetica delivers SYNTHESYS™, the only Customer Interaction Management (CIM) software combining a SOA (Service Oriented Architecture) unified agent front end with a Business Process Management engine. Agents use a single system only. Non-technical staff can map processes and tailor screens to each process step within minutes and without any downtime. With SYNTHESYS™ you can:

  • Unified Front End through a SOA type software framework
  • Streamline multiple Front End processes without programming
  • Set a Maximum of Silent Calls while still optimizing agent productivity
  • Gather field service requests from clients and dispatch them to field staff - all via one seamless system.

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