Synthesys v4.1 to debut at Call Centre Expo

Noetica is to launch version 4.1 of its Synthesys customer interaction (CIM) management system at Call Centre Expo on 22-23 September 2009 at Birmingham's NEC.

Visitors to the company's stand will be able to view a full demonstration of the software.

Noetica Synthesys 4.1 has been updated with a new interface and more than 25 new features, with a focus on streamlining, managing and measuring business processes performed by agents in the contact centre to improve productivity.

Some of the features that will be demonstrated at Call Centre Expo 2009 include: integrated agent, operational and campaign reporting; agent call diary for one-to-one relationship management; real-time performance metric tracking via an agent dashboard and the ability to control third-party applications from within the Noetica Synthesys agent front end.

Danny Singer, managing director of Noetica, said: 'Agent productivity can be affected by any number of elements.

'Being asked to handle e-mail, SMS and voice interactions as well as multiple third-party applications all at once can shift the focus of the agent from the customer interaction at hand to the processes being performed.

'Automating these processes better empowers agents to make decisions, use their communication and management skills to develop better relationships with customers and monitor and subsequently identify areas where they can improve performance.

Noetica Synthesys 4.1 also incorporates 18 types of workflow component to the Interaction Studio, so that non-technical staff can create and deploy Callflows (guiding the agent through each step of an interaction) for highly tailored, more effective campaigns.

Advanced outbound management tools and the integration of voice, SMS and e-mail campaigns also contribute to improved campaign management for contact centre managers.

Noetica Synthesys 4.1 provides a scalable service-oriented architecture and comprises of several modules.

Synthesys Unified Front End integrates back and front office systems into a single easy-to-use agent screen to manage every aspect of the customer interaction.

Synthesys Business Process Manager uses a visual drag-and-drop interface that allows contact centre managers to quickly set up, implement, amend and refine business processes at the agent interface using non-IT staff and without campaign downtime.

Synthesys Script-Aware Predictive Dialler enables organisations performing intense outbound campaigning to optimise and limit silent call rates in compliance with industry regulations while maintaining high performance and high agent utilisation.

Synthesys Service Despatching Software enables contact centres operating complex customer service and despatching activities to both gather information from customers and then despatch this information to field personnel.

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