Noetica adds advanced call monitoring to Synthesys

Noetica has announced the addition of advanced call monitoring to its Synthesys contact centre software.

Advanced call monitoring enables contact centre supervisors and team leaders to remotely listen to and monitor any individual, type or group of outbound calls handled by agents, reducing training times and improving customer service quality.

Advanced call monitoring takes advantage of Aculab technology.

Synthesys works with the Aculab card to specify outbound call monitoring not only by agent, but also by campaign or agent team.

Calls may also be monitored depending on the type of outbound call executed by Noetica's dialling technology, including predictive, preview and progressive (power-dialling).

From the advanced call monitoring user interface within Synthesys, the supervisor or team leader can select an individual agent extension, calls currently live or type of call and connect to the desired live and subsequent calls.

Call recording can also be initiated from this screen, further supporting agent training and reporting.

Whenever an agent executes a new outbound call, and the supervisor has requested this type of call to be monitored, if they are not idle, then they will monitor this call to conclusion.

Subsequently, the supervisor will hear a selection of their chosen type of call until they choose to end the monitoring session.

Noetica Synthesys comprises a business process management engine that enables contact centre managers to create call flows to guide agents through interactions, as well as amend and release campaigns with zero campaign downtime.

Combined with a single agent interface through the unified front end, the technology enables the integration of back-office and existing applications.

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