30/11/2009 Mondial Assistance (Schweiz) Takes Out Customer Service Insurance With Noetica Synthesys.NET

Hosted Contact Centre Platform Streamlines Campaign Management And Reduces Training For Leading Travel Insurer

Noetica, a provider of agile customer interaction management (CIM) solutions for the contact centre, today announced that Mondial Assistance (Schweiz) has implemented its hosted solution Synthesys.NET™ at its Service Center in Wallisellen, near Zurich. Installed on 15 agent seats, Synthesys.NET™ enables Mondial Assistance (Schweiz) to reduce call durations and maintain a consistently high level of customer service.

Mondial Assistance (Schweiz) is a travel insurance company based in Switzerland with 3.5 million customers. Its Service Center is the main customer communications outlet and manages 2,000 inbound telephone calls (policy sales, renewals and general enquiries) in an average week.

Service Center agents previously relied on paper-based scripts and a front-end software application to recall and record customer policy details. To ensure that customer service levels were high and that all agents supplied the right information to callers, Mondial Assistance (Schweiz) invested a lot of resources in training. The Service Center operates on thin client agent workstations, which depend on a central server for processing and accessing applications. Products from CallScripter and local suppliers were evaluated before Noetica Synthesys.NETTM was selected with a strong recommendation from Mondial UK, for its ability to streamline and automate existing processes to improve overall agent performance and reduce training times on a hosted basis.

“Now, instead of paper processes, Synthesys.NET™ leads agents through each call, ensures they ask the right questions and prompts next steps based upon the information provided,” comments Service Center Manager at Mondial Assistance (Schweiz), Tobias Kohler. “In this way, not only are calls resolved more quickly and interactions tailored to each caller’s individual needs, but also the quality of customer service is consistently high across the Service Center. ”

Synthesys.NET™ contains a powerful business process management engine that enables the Service Center management team to create, publish and amend Webflows that guide agents through each call, in order to complete the interaction in adherence to the appropriate business process for the specific enquiry. Any authorised agent with access to a web browser can log-on to Synthesys.NET™ and start taking inbound calls.

Managing Director of Noetica, Danny Singer, adds, “Campaigns can be changed immediately without any downtime. This is particularly beneficial for Mondial Assistance (Schweiz) when financial market conditions or campaigns change on a regular basis. In addition, Synthesys.NET™ enables the company to implement a very slim-line, but fully-functional application producing zero footprint on the workstation.”

During the implementation of Synthesys.NET™ Noetica also developed an interface to deliver full compatibility, stability and reliability with the Service Center’s Alcatel 4400 call switch. The integration enables screen popping so that the correct Webflow and customer account information is automatically presented on screen in front of the right agent at the beginning of the call.

Mondial Assistance (Schweiz) eventually plans to create a single point of contact for customer interaction, by taking advantage of the Synthesys.NET™ Unified Agent Front End. Its existing front and back-end software, as well as a planned purchase of the Microsoft Dynamics Customer Relationship Management platform, will eventually be linked together with a customised Synthesys.NET™ user interface. This means agents only need to use the one application that will talk to all of the applications and databases they use, providing all the elements necessary to complete a call.

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:
 
-    Apply a 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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