06/11/2008 Noetica launches script-aware Predictive Dialer for web-based Customer Interaction Management application
Centrally Administer And Distribute Outbound Campaigns To Agents In Any Location, Optimising Productivity And Decreasing Silent Calls
Noetica, a provider of agile call centre technology solutions, today announced the launch of its patented Script-Aware predictive dialler for use with its web-based application Synthesys.NET.
The Script-Aware Predictive Dialer has been available for the client-server version of SYNTHESYS since 2004. The dialler has been developed by Noetica to integrate with Synthesys.NET, as the demand for the web-based CIM application continues to grow with contact centres internationally.
Managing Director of Noetica, Danny Singer comments, “Today, many customer service and telesales operations are distributed across multiple sites, as well as an increasing number of home-based agents. Centrally administering campaigns in such a diverse environment, whilst maintaining quality can present a considerable challenge.”
Using Noetica’s Script-Aware Predictive Dialer with Synthesys.NET™, agents can be managed from any location, just as effectively as if they were sat on the next desk to the call centre manager. At the start of a shift the agent logs on to Synthesys.NET™ via a standard web browser (there is no requirement for software to be installed), the predictive dialler will recognise a new agent is online and will start directing calls to that agent.
The agent receives calls from the dialler through a standard telephone line or via an Internet phone/headset using VoIP (Voice over Internet Protocol) and uses the Unified Front End of Synthesys.NET™ (a Webflow) to guide them through that specific call, ensuring they efficiently deliver and capture the right information to complete the call.
Once the agent reaches a pre-defined point in the call, the dialler will begin dialling, ensuring the agent is immediately presented with another call. “This script-aware approach to dialling not only improves productivity of all agents, it significantly minimises silent call rates. Unlike many other diallers, it does not use average call time as a measurement, but actually understands how long an agent will take to complete a call as they progress through the Webflow and is therefore far less likely to put a call through to an engaged agent.”
Importantly, there is no application footprint on the agent workstation other than the standard browser, so there is no need to install software onto each device and there is no associated maintenance costs involved when upgrading.
The Script-Aware Predictive Dialler for Synthesys.NET and the latest version of the web-based application, Synthesys.NET 2.2 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 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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