First Standalone Script Aware Predictive Dialler launched - Unique Algorithm Identifies Whether Call Centre Agents Have Finished their Conversation

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Noetica, a provider of agile customer interaction management (CIM) solutions for the contact centre, today announced the addition of new standalone predictive dialler functionality to its SYNTHESYS™ call centre software. The dialler includes Noetica's patented Script Aware technology to ensure high agent utilisation and optimised silent call rates in compliance with industry regulations. It also boasts preview and progressive (power-dialling), as well as voice recording integrated with SYNTHESYS™

With the Aculab card installed, SYNTHESYS™ is IP telephony enabled. This means onsite, distributed and home-based agents can use the unified thin-client front end to handle calls, without the need for a traditional telephone, although traditional handsets can be supported if preferred.

For call centres installing a new telecommunications infrastructure, setting up operations from scratch, or upgrading from an old dialler, Noetica provides the high performance dialling technology without reliance on a telephone switch.

Managing Director of Noetica, Danny Singer comments on Noetica's range of dialling solutions, "The SYNTHESYS™ Script Aware Predictive Dialler continues to enjoy significant success in contact centres including customers such as Candis, 2Touch, RSVP and HCL BPO Services Northern Ireland. With the launch of the standalone dialler we have widened our portfolio to make responsible predictive dialling more accessible to all contact centres."

The dialler was developed in-house by Noetica and takes advantage of card technology from Aculab integrated into the SYNTHESYS™ server. Singer explains, "With the Aculab card installed, SYNTHESYS™ is IP telephony enabled. This means onsite, distributed and home-based agents can use the unified thin-client front end to handle calls, without the need for a traditional telephone, although traditional handsets can be supported if preferred."

For contact centres using the dialler to run their outbound campaigns Noetica is also providing low-cost voice recording integrated with SYNTHESYS™ CRM functionality. Singer adds, "Retrieval of voice recordings can pose a challenge as it is often divorced from the front-end CRM system, with only a date stamp for archiving purposes." He continues, "For quality monitoring, training, compliance and complaint handling, etc, you can now retrieve and replay the relevant voice recording from the CRM record."

The standalone dialler is available from Noetica today.

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.

Interviews, photography and further information are available from Noetica Ltd.

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Marketing
Noetica
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Jens Moeller
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