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RSVP Agents Follow The Script With The Noetica SYNTHESYS^TM Software Framework

Contact Centre Replaces Legacy Text-Based System To Increase Agent Productivity

Noetica, the customer interaction management (CIM) software provider, today announced that RSVP Call Centres has implemented the Noetica SYNTHESYS^TM software framework at its contact centre in London Docklands. Deployed across an excess of 200 seats, the system will enable RSVP to reduce the time taken to create, edit and deploy inbound and outbound campaigns for its blue chip clients, entirely updating its contact centre operations.

RSVP, which only employs Equity-card holding actors, had previously used an in-house legacy text-based system, which provided a platform for data capture as well as presenting call scripts to agents for and average of 125,000 calls per week. Noetica has implemented its SYNTHESYS^TM software framework at the contact centre, including the Script-Aware Predictive Dialler, fully integrating it with RSVP’s Inter-tel call switch. The Noetica SYNTHESYS^TM software framework ensures RSVP provides a tailored service for evolving client requirements, enabling non-technical staff at RSVP to easily and quickly maintain campaigns in real-time.

“Using the new system has instilled the confidence that we can meet changing client demands every time without long lead-times and downtime for the system,” Managing Director of RSVP, Mark Abernethy says. “Furthermore, using an up-to-date Windows-based infrastructure as opposed to a legacy text-based system looks great to clients and will maintain a fresh, forward-thinking image.”

The Noetica SYNTHESYS^TM software framework has replaced RSVP’s old system, of which the programming language had become obsolete and was unsupported, and editing business processes at the agent interface was slow and technically intensive, requiring the skills of the IT department and ultimately adversely affecting agent productivity. The Noetica SYNTHESYS^TM Business Process Management module enables RSVP to quickly set up, implement, amend and refine business processes or call flows at the agent interface using non IT staff and without any downtime. The call flow then guides the agent through a path of interaction tailored to client requirements, ensuring the right questions are asked at the appropriate time and all of the necessary information is recorded onto the system.

Noetica has performed custom programming to seamlessly link its Script-Aware Predictive Dialler with the progressive functionality of RSVP’s original dialler. The patented dialler effectively limits RSVP’s silent call rates in compliance with industry regulations, whilst maintaining high performance and high agent engagement.

The SYNTHESYS^TM Unified Front End negates the need for RSVP’s agents to consult other resources (e.g. databases) or applications by presenting all the information needed on screen. Subsequently RSVP’s training times are reduced, call durations are minimised and higher quality data is captured.

The immediate benefits for RSVP have been fruitful, as Managing Director of Noetica, Danny Singer, adds, “The SYNTHESYS^TM software framework will ensure that RSVP improves productivity both through using the Script-Aware Predictive Dialler to manage agent activity levels, as well as share the responsibility of call flow maintenance using the SYNTHESYS^TM Business Process Management module to more non-technical staff.”