Noetica expands Synthesys

Edited by the Marketingservicestalk editorial team Jun 20, 2008

Noetica, a provider of agile customer interaction management solutions for contact centres, has added standalone predictive dialler functionality to its Synthesys contact 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 CRM functionality.

For contact 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, said: "TheSynthesys 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 explained: "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 added: "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 continued: "For quality monitoring, training, compliance and complaint handling, etc, you can now retrieve and replay the relevant voice recording from the CRM record".