01/02/2009 Noetica Enhances SYNTHESYS™ With Outbound Advanced Call Monitoring
Supports agent training and reporting by call type, team or campaign
Noetica, a provider of agile customer interaction management (CIM) solutions for the contact centre, today 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 using SYNTHESYS™, reducing training times and ultimately improving customer service quality.
Call monitoring functionality is widely used in contact centres to assist the all-round development of individual agents using scoring and reporting, as well as to alert supervisors and team leaders to any aspects of agent performance or service quality that need work. Typically this enables the supervisor to initiate listening to any live call, but this often fails to give an overview of the quality of service provided by each campaign, for example.
“After listening to feedback from our customers, in particular outsourced contact centres handling a number of outbound client campaigns, Advanced Call Monitoring was developed to enable monitoring based on permissions and criteria, rather than only being able to target a specific call or agent,” says Managing Director of Noetica, Danny Singer. “As a result, areas where additional training is required can be identified for each type of outbound call, campaign or team, offering much better scope for constantly improving the service quality provided to clients and of course during interactions with customers.”
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 immediately 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 so that agents are able to concentrate fully on the customer, not the process.
Advanced Call Monitoring for SYNTHESYS™ 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.
More information available from marketing@noetica.com or www.noetica.com
Take a quick product tour now, order a brochure, get a Web Demo or get in touch with us for more information.
|
Order Brochure
Subscribe to Newsletter