LONDON & DURHAM, 2nd NOVEMBER 2020 – Noetica – A British company, developing software products for the global contact centre market, today announced that it has been awarded the ContactCenterWorld Top Ranking Performers Gold Medal, for best Contact Centre Technology Innovation in 2020. Now its 15th year, the awards for the global contact centre industry attracts over 1600 entrants from more than 50 nations and is regarded as the most prestigious industry award program.
This year has seen Noetica bring a series of industry first technology innovations to the global contact centre market. In January, the company announced that it had partnered with Xdroid, integrating Noetica’s contact centre and telephony solution platform with machine learning and artificial intelligence (AI) powered real-time voice analytics. This was followed by patents in Europe and Canada for its Live Person Detection (LPD™) solution, which uses real-time AI to enable contact centres to use predictive dialling and answer machine detection responsibly and compliantly without making a single silent call.
Noetica’s latest product launch is the ground-breaking SABRE™ (Skills & Ability Based Routing Engine), which takes skills-based routing to the next level. With SABRE™, contact centres are able to assign ‘skill conditions’ deemed most important for managing calls in inbound queues and outbound campaigns. Every agent has a set of skills and an ability score for each skill that are adjusted automatically and in real-time based on their performance. Calls are then delivered to agents based on their ability scores, resulting in higher contact centre conversion rates with no added cost.
Founder and Chief Executive Officer of Noetica, Danny Singer states: “We are proud to be recognised with this award, and to be a flagbearer for British contact centre technology innovation. Today, our inbound, outbound and telephony solutions are widely in use by contact centres of all sizes and sectors around the world.” Singer adds: “The new technologies we have so far brought to market this year are complemented by the increase in projects we have undertaken with contact centres in the UK, Ireland, South Africa, Australia, Israel, Greece and the US.”
On 11th November (14:35 – 15:05), Danny Singer will introduce Noetica’s SABRE™ technology at Call & Contact Centre Virtual, in a session entitled ‘Life isn’t always fair: New technology for your unfair advantage’.
Founded in 1999, ContactCenterWorld is the global association for contact centre and customer engagement best practices with over 200,000 members worldwide.
Established in February 1997, Noetica is a British, London based software company specialising in the development and delivery of customer contact systems. For over 23 years Noetica has perfected a highly original set of contact centre productivity tools (Synthesys™), advanced outbound technology (SmartBound™) and a comprehensive telephony platform (NVP™). Noetica provides cost effective, high end contact centre productivity software. The company’s product range, as refined over the many years of its history, has consistently remained at the forefront of innovation in the contact centre technology space. By combining the rich functionality of our comprehensive product offering Noetica is able to provide tailored solutions to suit any contact centre across industries.
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