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Noetica SynthesysTM 4.1 Delivers Complete Multichannel Contact Centre Solution

Noetica SynthesysTM 4.1 Delivers Complete Multichannel Contact Centre Solution
Streamline Business Processes, Increase Agent Performance and Improve Quality Standards

Noetica, a provider of agile customer interaction management (CIM) solutions for the contact centre, today launches Noetica SynthesysTM 4.1. This latest version of the complete multi-channel contact centre solution delivers enhanced business process mapping, campaign management, workflow optimisation, agent performance monitoring and reporting features.

Noetica SynthesysTM 4.1 builds on the success of previous versions of the solution with the addition of a completely updated look and feel, 18 new workflow components, enhanced multimedia outbound management tools including advanced email handling, integrated reporting, new agent dashboard, agent call diary, improved user and administrative interfaces, as well as single click integration with third party applications.

At the core of Noetica SynthesysTM 4.1 is the Business Process Manager. By using a visual drag-and-drop interface, non-technical members of the contact centre management team are able to create and deploy business process maps (callflows/workflows) that escort agents through each step of a customer interaction, ensuring vital information is communicated to the customer, and captured, as and when necessary, using dynamic branching and following the correct business and regulatory processes.

This latest version also responds to the challenge agents face in juggling multiple on- screen applications during an interaction, with a single Noetica SynthesysTM Unified Front End that takes advantage of SOA technology. For example, when integrated with CRM and ordering systems, the callflow/workflow will be populated with customer history and purchase information, negating the need to re-capture information, as well as directly feeding the right information back into the appropriate system. Furthermore, Noetica has given the Unified Front End and Business Process Manager interfaces a complete facelift to deliver even greater clarity and usability.

In addition to call handling, SynthesysTM 4.1 enables contact centres of all sizes to deploy multi-channel (telephone, email, SMS, fax and post) campaign management as standard. The advanced email handling capabilities use word-spotting techniques to identify keywords and phrases (pre-determined by the administrator) within the inbound email and then automatically route the email to the appropriate agent/team to manage the response. Regardless of the channel used, the agent handles the interaction using the same Unified Front End to guide them through the interaction, creating multi-skilled agents without the cost of additional training.

Further features included in the Unified Front End component of SynthesysTM 4.1 are an agent dashboard and agent call diary. The dashboard automatically displays real-time performance metrics directly to the screen of the agent whilst they are in between interactions. Meanwhile, the addition of an agent call diary empowers them to schedule their own call-backs and promotes the building of one-to-one relationships with customers.

As well as empowering agents to monitor their own performance through the agent dashboard, SynthesysTM 4.1 delivers team leaders and managers with comprehensive reporting on agent optimisation, call outcomes, quality of data capture and campaign management integrated with SQL Reporting via an easy-to-use wizard to extract statistics based on specific information required.

Managing Director of Noetica, Danny Singer comments, “Noetica SynthesysTM 4.1 enables contact centre managers to have greater control over how their campaigns are implemented and executed. Meanwhile, agents are able to handle complex multimedia enquiries via a single interface that promotes a natural and mutually productive conversation with the customer. This in turn delivers a consistently high quality of service that is achieved within the contact centre’s overall performance goals.”

Especially designed for outbound campaign management, Noetica has introduced the Bulk Queue Manager as standard in the Outbound Manager of SynthesysTM 4.1. Not only can call lists be created using a simple Venn diagram-based visual display, calls can be manipulated and observed via Bulk Queue Manager. When used in conjunction with Noetica’s patented Script Aware Predictive Dialler (an add-on module that limits silent call rates in compliance with industry regulations whilst maintaining high performance), and the Advanced Call Recycling component (automates what happens to unanswered/failed calls based on business processes), the Outbound Manager has access to a feature rich portal through which to manage all of the contact centre’s outbound activity.

Noetica SynthesysTM 4.1 will also benefit contact centres managing international campaigns, as it now supports additional languages including German, Polish, Greek, Dutch, Italian and Spanish. For more information visit: www.noetica.com.

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:

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

More information available from marketing@noetica.com

Editor's Contacts
Interviews, photography and further information are available from Graham Thatcher or Joanna Cannon at MCC International.

Graham Thatcher/Joanna Cannon
MCC International Ltd
Tel: 01962 888100
Email: noeticapr@mccint.com
URL: www.mccint.com

 

 

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