Phoenix24-7 Implements Customer Interaction Management From Noetica For UK’s Newest Answering Service

Synthesys Software Platform Used to Manage all Inbound Customer Telephone and Email Communications for 25 Companies Throughout the UK

London, 30th March 2010 - Noetica, a provider of agile customer interaction management (CIM) solutions for the contact centre, today announces that Synthesys has been successfully implemented at the contact centre of the UK’s newest answering service, Phoenix24-7. Based in Aberdeen, the company is using Noetica’s software platform to build, execute and administer inbound telephone and email communications, in line with the specific business processes of its clients.

Over 25 organisations in the UK rely upon Phoenix24-7 to handle inbound helpdesk enquiries, out of hours calls, order line requests and messages. Following previous experience of using Synthesys at other contact centres, the Managing Director of Phoenix24-7, John Howatt, specified the software when establishing his own answering service.

Synthesys is fully integrated with the Alcatel switch used by Phoenix24-7 and is installed at every agent seat, complete with CTI  (Computer Telephony Integration) to immediately screen-pop callflows to an available agents desktop PC when an enquiry enters the contact centre. These callflows are intuitive and interactive step-by-step guides that the management team at Phoneix24-7 are able to build bespoke for each client campaign. Agents use these callflows to efficiently and effectively manage all telephone calls and emails based on the clients pre-determined business rules. 

“We operate 24 hours a day seven days a week, so when our clients offices are closed, or are experiencing high volumes of customer interactions, they can immediately and seamlessly divert communications to our highly skilled team of agents,” explains Howatt. “Synthesys gives us and our clients’ peace of mind that customers receive a consistent quality-of-service.” He adds: “For many of our clients the service we provide proved invaluable when the severe weather hit the UK earlier this year, helping them to maintain business as usual with their customers.”

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