News Archive on Call Centre Technology application
Overview
This is an overview of all articles in this archive. They discuss how Noetica Call Centre Technology resolves issues in the Contact Centre. Please click on the links to view the full versions:
06/11/2008 Noetica launches script-aware Predictive Dialler for web-based Customer Interaction Management application
04/08/2008 Noetica Helps Organisations To Stay PCI Compliant With Synthesys.NET
01/07/2008 UK Contact Centre company Noetica chooses HeyPR as its official representative in Bulgaria
04/06/2008 Candis Subscribes To Noetica’s Script-Aware Predictive Dialler
18/05/2008 Noetica Expands SYNTHESYS With Launch Of Standalone Predictive Dialler
12/05/2008 HCL BPO Services Northern Ireland Manages Increasing Demand For Business Process Outsourcing With Noetica SYNTHESYS
09/05/2008 Noetica Appoints Voiceware Comunicaciones To Capitalise On Growing Spanish Contact Centre Market
02/05/2008 Noetica announces participation at Customer Contact Europe 2008
14/12/2007 RSVP Agents Follow The Script With The Noetica SYNTHESYSTM Software Framework
27/11/2007 Ten years of pioneering Contact Centre Technology with 75 sites worldwide
06/11/2008 Noetica launches script-aware Predictive Dialler 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 Dialler 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 Dialler 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
04/08/2008 Noetica Helps Organisations To Stay PCI Compliant With Synthesys.NET
Encryption Of Payment Card Data On The Backend Database Reduces Fraud And Prevents Data Theft
Noetica, a provider of agile call centre technology solutions, today announced that its web-based contact centre application, Synthesys.NET, supports the complete and secure encryption of payment card data entered into the database. Secure encryption now features as standard for all Synthesys.NET users, facilitating compliance with the Payment Card Industry Data Security Standard (PCI DSS), helping to reduce misuse of data within the contact centre.
Any business that transmits, processes or stores payment card data (from mail order retailers to financial services providers) is required to meet the terms set out in the six major categories of the PCI DSS. One of these categories is to protect cardholder data, in particular the encryption of cardholder data across open, public networks. In line with the recent addition to the PCI DSS, it is now mandatory for organisations to ensure that all web-facing applications processing payment card data are secure and protected.
“In the past companies have solely focused on the security of the network in the contact centre, which only goes so far in protecting the data held on the server,” comments Managing Director of Noetica, Danny Singer. “Of course, compliance with the PCI DSS requires more than just appropriate use of the right technology to electronically secure data, but the implementation and adherence to a strict set of practices and company-wide policies. It is important to maintain a security policy within the organisation and especially within the contact centre, where customer data is frequently used and transmitted.”
Synthesys.NET enables non-technical management personnel working in contact centres of all sizes and locations to author and centrally administer inbound and outbound campaigns via the web. These campaigns (Webflows) are created using Noetica’s intuitive and programming free software. Synthesys.NET ensures that data captured by the agent during a Webflow is encrypted from the point of entry and held in its encrypted state within the database. Data can only be decrypted with the correct key, thus protecting against identity fraud and misuse of customer details.
Singer comments on the importance of database encryption, “Recent stories of retailers’ web application databases being breached highlight that session encryption on a website is not enough. Synthesys.NET encrypts data in the backend database to prevent web application level malicious attacks and assist compliance with the PCI DSS.”
The five major credit card companies (American Express, Discover Financial Services, JCB, MasterCard Worldwide and Visa International) make up the Payment Card Industry Security Standards Council (PCI SSC) and are responsible for the creation of the PCI DSS. The Council was established to enhance payment account data security by driving education and awareness of the PCI Security Standards. For more information visit: www.pcisecuritystandards.org.
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
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
01/07/2008 UK Contact Centre company Noetica chooses HeyPR as its official representative in Bulgaria
UK company Noetica, a provider of call centre technology solutions, has chosen HeyPR CRM & Call Center consultancy as its official business partner in Bulgaria.
Noetica is famous for its unique software platform SYNTHESYS™, through which Agile Customer Interaction Management (CIM) solutions are realized. Contact Centre Software SYNTHESYS™ provides the most intuitive agent guidance technology on the market by combining a Unified Front End through an SOA (Service Oriented Architecture) framework. BPM (Business Process Management) techniques are delivered through a unique visual logic-mapping interface, enabling non-technical staff to map new processes and tailor agent screens for each step of the interaction, within minutes and without any downtime.
Noetica operates worldwide with customers across the UK, US, Canada, Germany, Benelux, Spain, Greece, Ireland, Italy, Switzerland, Sweden, the Czech Republic, Poland, Australia and other. Some of the world clients using SYNTHESYS™ are: Аllianz, Time Warner, Bosch, , The Daily Telegraph, Sitel and others.
“The expansion of Noetica in Bulgaria is a new step in the development of our company and we are extremely positive about the growing Bulgarian market. We are convinced that with SYNTHESYS™ we are able to offer contact centres in Bulgaria, a platform that will support their growth and will make them independent in their business process management.”, said Danny Singer CEO of Noetica.
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.
04/06/2008 Candis Subscribes To Noetica’s Script-Aware Predictive Dialler
UK’s Top Selling Women’s Magazine Increases Interaction Levels With Subscribers And Prospects Whilst Minimising Silent Calls
4th June 2008 - Noetica, the call centre technology provider, today announced that the Newhall Publications Ltd title, Candis, has implemented of the Noetica Script-Aware Predictive Dialler at its contact centre in Liverpool. Candis is using the dialler to increase contact levels with its member base to renew, reactivate and upgrade subscribers and convert prospects.
Candis was first published in 1962 and is aimed at women between 28 and 54 with a household income of £15,000 to £30,000. Candis’ contact centre is using Noetica’s dialler to make over 12,000 call attempts per week to its 300,000 subscribers, as well as prospects sourced from cold lists and charity partners. Candis has been using the Noetica SynthesysTM software framework to manage and increase existing and prospect subscriptions since April 2004. The contact centre now runs a minimum of 10 campaigns at any one time across 21 agent positions.
Candis has always experienced excellent subscription conversion rates during outbound activity, however levels of interaction with the outbound contacts were not as high as required, as Telemarketing Manager at Candis, Clair Snee explains, “Candis is the UK’s top selling women’s subscription magazine and one of the key elements to maintaining this position, is to ensure we maximise our use of customer and prospect data, and increase the levels of contact with our readership. After evaluating two hard diallers, we selected Noetica’s Script-Aware Predictive Dialler because it seamlessly integrates with the SynthesysTM software framework and has no hardware to maintain.”
Noetica’s dialler works with the Synthesys Business Process Management Engine to identify the most appropriate point in an agent’s interaction to dial the next number, so Candis can be confident that the number of outbound calls it makes is maximised whilst significantly reducing the risk of silent calls.
18/05/2008 Noetica Expands SYNTHESYS With Launch Of Standalone Predictive Dialler
All The Benefits Of Noetica’s Patented Script Aware Predictive Dialler Without The Requirement For A Telephone Switch
Noetica, a provider of call centre technology, today announced the addition of new standalone predictive dialler functionality to its SYNTHESYS contact centre software. The dialler includes Noetica’s patented Script Aware technology to ensure high agent utilisation and optimised silent call rates in compliance with industry regulations. It also boasts preview and progressive (power-dialling), as well as voice recording integrated with SYNTHESYS CRM functionality.
For contact centres installing a new telecommunications infrastructure, setting up operations from scratch, or upgrading from an old dialer, Noetica provides the high performance dialling technology without reliance on a telephone switch.
Managing Director of Noetica, Danny Singer comments on Noetica’s range of dialling solutions, “The SYNTHESYS Script Aware Predictive Dialler continues to enjoy significant success in contact centres including customers such as Candis, 2Touch, RSVP and HCL BPO Services Northern Ireland. With the launch of the standalone dialler we have widened our portfolio to make responsible predictive dialling more accessible to all contact centres.”
The dialler was developed in-house by Noetica and takes advantage of card technology from Aculab integrated into the SYNTHESYS server. Singer explains, “With the Aculab card installed, SYNTHESYS is IP telephony enabled. This means onsite, distributed and home-based agents can use the unified thin-client front end to handle calls, without the need for a traditional telephone, although traditional handsets can be supported if preferred.”
For contact centres using the dialler to run their outbound campaigns Noetica is also providing low-cost voice recording integrated with SYNTHESYS CRM functionality. Singer adds, “Retrieval of voice recordings can pose a challenge as it is often divorced from the front-end CRM system, with only a date stamp for archiving purposes.” He continues, “For quality monitoring, training, compliance and complaint handling, etc, you can now retrieve and replay the relevant voice recording from the CRM record.”
The standalone dialler 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
12/05/2008 HCL BPO Services Northern Ireland Manages Increasing Demand For Business Process Outsourcing With Noetica SYNTHESYS
HCL BPO Services Northern Ireland Manages Increasing Demand For Business Process Outsourcing With Noetica SYNTHESYS - Northern Ireland’s Largest Contact Centre Increases Outbound Seats With Noetica Script-Aware Predictive Dialler By 25%
HCL BPO Services (NI) Ltd has recently experienced a significant increase in outbound business, prompting an expansion of the contact centre and bringing the total number of inbound and outbound agents using Noetica’s technology to 346. HCL BPO Services (NI) Ltd has been successfully using the Noetica SYNTHESYSTM software framework for three years in its Armagh branch, to enable agents to manage business processes for clients in a wide range of markets and languages, including telecoms, retail, cable TV, financial services, media, utilities and technology.
“Noetica SYNTHESYS software framework enables us to deliver a quality and flexible service to our clients in the fast-paced BPO environment,” explains Centre Head at HCL BPO Services (NI) Ltd, Pat McIlveen. “In particular, the Business Process Management engine enables us to provide tailored campaigns that can be amended in real-time and administered by non-technical staff.
The highly intuitive, programming-free, Business Process Management engine enables HCL BPO Services (NI) Ltd to centrally create and release client campaigns to agents quickly. The SYNTHESYSTM software framework’s Unified Front End integrates all of HCL BPO Services (NI) Ltd’s back-office applications into a single desktop interface, enabling agents to focus their full attention on the person they are calling, rather than using multiple desktop applications to complete the call.
Managing Director at Noetica, Danny Singer, explains, “By using Noetica’s patented high performance predictive dialer for its outbound calls, HCL BPO Services (NI) Ltd is able to maximise the volume of calls it makes whilst minimising the risk of silent calls typically associated with predictive diallers. In this way it can be confident that it is delivering the best service and value to its clients without compromising image or public perception.”
McIlveen adds, “204 of our agents are now using the Noetica Script-Aware Predictive Dialler, an essential tool for our increased outbound activity, which ensures we stay compliant with regulation whilst being as productive as possible.” In the near future, HCL BPO Services (NI) Ltd plans to upgrade all 346 agent seats in Armagh to the latest version of the SYNTHESYS software framework, version 3.2.
The new version will benefit the company with improved functionality for outbound campaign management, including:
The assignment of agents to specific and multiple campaigns, with the SYNTHESYSTM Business Process Management engine displaying the appropriate call flow for each call.
Enabling HCL BPO Services (NI) Ltd managers to create and queue outbound lists (including the import of external databases) using a CRM filter for defining conditions on which to queue certain numbers.
The DoNotCall functionality, which uses data provided by clients and associations including the Telephone Preference Service (TPS) to cleanse outbound lists daily to ensure those customers signed up do not receive calls.
About HCL BPO Services (NI)
HCL BPO Services is now in its 7th year of operation and is Ireland’s largest contact centre & business outsourcing company, employs over 2,000 people in its Belfast and Armagh centres and provides a range of high value BPO, contact centre (including multi-lingual) and on line services to a range of clients from sectors as diverse as Telecoms, Retail, Cable TV, Banking, Media, Utilities and Technology. HCL BPO Services (NI) Ltd is an Investor in People Company. Amongst its many accolades HCL was recently accredited with the prestigious UKTI Investor of the Year Award and the Annual NOA (National Outsourcing Association) Award for excellence in outsourcing across all disciplines
About HCL Technologies
HCL Technologies is one of India’s leading global IT Services companies, providing software-led IT solutions, remote infrastructure management services and BPO. Having made a foray into the global IT landscape in 1999 after its IPO, HCL Technologies focuses on Transformational Outsourcing, working with clients in areas that impact and re-define the core of their business. The company leverages an extensive global offshore infrastructure and its global network of offices in 16 countries to deliver solutions across select verticals including Financial Services, Retail & Consumer, Life Sciences, Hi-tech and Manufacturing, Telecom and, Media and Entertainment. HCL Technologies, along with its subsidiaries had revenue of US $ 1.058 billion for the twelve month period ending 30th September 2006,and employed 36,452 professionals. For more information, please visit www.hcltech.com. More information at marketing@noetica.com.
Noetica, the call centre technology provider, today announced that HCL BPO Services (NI) LTD has expanded its use of the Noetica SYNTHESYS software framework, to meet increasing demand for business processes to be managed by the contact centre. HCL BPO Services (NI) Ltd has implemented an additional 50 licenses for Noetica’s technology, including the Script-Aware Predictive Dialer, at its Armagh contact centre.
09/05/2008 Noetica Appoints Voiceware Comunicaciones To Capitalise On Growing Spanish Contact Centre Market
Noetica, the customer interaction management (CIM) software provider, today announced that it has signed Voiceware Comunicaciones as a reseller in Spain. The leading contact centre software integrator will sell, implement and support the Noetica SYNTHESYS software framework to its new and existing clients in outsourced, utility, healthcare, telecommunications and retail markets.
An Avaya Gold Enterprise Partner with offices in Barcelona and Madrid, Voiceware Comunicaciones joins Noetica’s network of partners across Europe and the rest of the world, in countries including Italy, Benelux, Russia, Bulgaria, Indonesia and Australia. “It is important to us that we can deliver the best available technology to our customers,” explains the General Manager of Voiceware Comunicaciones, Jorge del Rio on why they have partnered with Noetica. “The Noetica SYNTHESYS software framework is one of the most complete offerings we’ve ever sold, providing an agility that is in demand from many of our clients.”
Channel Manager at Noetica, Alun Hughes comments, “Voiceware Comunicaciones is a major player in the Spanish contact centre market and well placed to deliver our technology in the country. We expect rapid adoption of the SYNTHESYS software framework in Spain to continue as it is a growing concern and a core future market for us.”
The Noetica SYNTHESYS software framework 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.
Noetica’s Script-Aware Predictive Dialler uses pre-determined rules to identify the most appropriate point in an agent’s call flow to dial the next number in a call list. In this way the contact centre is able to maximise its outbound productivity whilst minimising silent calls and staying compliant with any country regulations.
Jorge del Rio comments on the Noetica Script-Aware Predictive Dialler, “I believe the Noetica Script-Aware Predictive Dialer to be the most flexible and effective dialler available to Spanish contact centres to prevent silent calls whilst maintaining a high levels of agent productivity.”
About Voiceware Comunicaciones
Voiceware Comunicaciones is one of the major figures in the integration of Contact Center solutions in Spain. Since 1996, the company has been providing the latest technology to Professional Outsourcing Contact Centers as Grupo Konecta, Sitel, and many others, as well as important Spanish and multinational companies like Danone, General Electric, Europcar, etc. The main values of Voiceware are based on high added value to integrate complete and customized multivendor solutions, improving the business processes related to customer interactions and providing high end consultancy, design and technical expertise. More information available from marketing@voiceware.es.
VOICEWARE COMUNICACIONES: Enrique Magro Tel: +3491 659 34 00
Email: emagro@voiceware.es
URL: www.voiceware.es
02/05/2008 Noetica announces participation at Customer Contact Europe 2008
Noetica announces its participation at Customer Contact - Europe 2008, A Frost & Sullivan Executive MindXchange on November 9-11 in Barcelona, Spain. More information at marketing@noetica.com.
14/12/2007 RSVP Agents Follow The Script With The Noetica SYNTHESYSTM Software Framework
Contact Centre Replaces Legacy Text-Based System To Increase Agent Productivity
Noetica, the call centre technology provider, today announced that RSVP Call Centres has implemented the Noetica SYNTHESYSTM 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 SYNTHESYSTM software framework at the contact centre, including the Script-Aware Predictive Dialler, fully integrating it with RSVP’s Inter-tel call switch. The Noetica SYNTHESYSTM 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 SYNTHESYSTM 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 SYNTHESYSTM 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 SYNTHESYSTM 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 SYNTHESYSTM 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 SYNTHESYSTM Business Process Management module to more non-technical staff.”
27/11/2007 Ten years of pioneering Contact Centre Technology with 75 sites worldwide
Noetica, the customer interaction management (CIM) software provider, is today celebrating ten years in the contact centre industry. Since launching in late 1997 the London-based company today boasts an installed base of over 7,000 agent positions and over 75 customers, based in the UK, US, Australia, Spain, Italy, the Netherlands, Germany, France and the Czech Republic. This is complemented by a client list that includes Microsoft, Sitel, 2Touch, Allianz and TimeWarner.
“We wanted to create an interface through which logic could be expressed without the need for a programming language. I quickly realised how the contact centre industry could benefit from this by empowering non-IT managers to introduce an unprecedented level of agility into their contact centre operation,” comments Managing Director of Noetica, Danny Singer. “In ten short years we have taken the Noetica SYNTHESYSTM software framework to contact centres around the world.”
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