PRODUCT MANUALS
Admin Portal
Admin Portal
System homepage that allows a user to launch modules they have been given permission too.
Advanced Features
SABRE™ Skill and Ability Based Routing
Skills and Ability based routing for both Inbound and Outbound Calls.
SNoDrop™ (V 2111)
Using call blending to help deliver predictive dialling with virtually zero percentage dropped/abandoned calls.
The Clicker TCPA Compliance Tool
View allAssists customers in the United States with meeting the Federal Communications Commission TCPA regulations.
Live Person Detection (LPD™)
Safe and accurate detection of voicemail and most other answering machines with zero silent calls. Replaces outdated and unsafe AMD technologies.
Agent Portal
Agent Portal with Noetica Softphone
Enables agents logged into the Synthesys™ Agent Portal to handle calls using Noetica WebRTC directly from the browser, eliminating the need for a physical soft phone.
View allEnables agents logged into the Synthesys™ Agent Portal to handle calls using Noetica WebRTC directly from the browser, eliminating the need for a physical soft phone.
APIs
Synthesys Dialler Webservice API
Used to insert or update records into or in live calling lists. Can also be used to set and change states or priorities of records and to assign them to Agents if required.
Noetica Telephony and Dialler SDK
View allAllows user applications to be integrated with the NVP™ and Dialler. Screen/record pops for inbound and outbound calls are then invoked in these applications removing scripting from the Agent desktop.
Synthesys Live Monitor Data
Allows the consumption of data from the Live Monitor service to plug into real time dashboards
Campaign Manager
SMS & Email Outbound Lists
View allShows how to set up and manage both SMS and Email Lists in Campaign Manager.
Unattended Dialling
How to set up and configure Unattended Dialling lists (sometimes referred to as IVM or Outbound IVR calling).
Multiple Time Zones
Support for calling across multiple time zones and how to set these per Calling List to ensure active times, time periods and rescheduled calls behave correctly.
Customer History
The Customer History provides a view into historical events associated with the selected customer.
Quotas
Used to deactivate an outbound list automatically once a predefined number of calls of a specified outcome is achieved.
Bulk Queue Change
Used to manipulate the call state of records within a selected calling list depending on various specified criteria.
Time Periods
Used to define the time bands assigned in call recycling to determine when calls are to be dialled.
Call Recycling
How to create sophisticated calling strategies for both successful and unsuccessful calls.
Outbound Groups
Outbound groups are used to ‘blend’ calling lists using a weighting that determines the ratio of calls to be dialled from each list.
Queue Suppression
Queue Suppression enables the dialler to supress records in a calling list according to criteria that can be set on an external database table.
Campaign Manager
Includes all basic functionality, Creating and Managing Campaigns and Lists, Filters, Queueing, List Organiser, Call Recycling and Bulk Queue Change.
Databases
Synthesys and NVP Databases and Core Tables
Overview of the core data tables and fields used to interrogate system data
Interaction Studio
Pause Resume Recording
View allUsed to pause and then resume call recording as an Agent navigates through a Scripted App for PCI-DSS compliance purposes.
Transfer Control
Allows an Agent to transfer a call from a script to an internal or external numbers that can be preconfigured.
Metrics
Allows the groupings of Scripted App outcomes to class them as DMCs or Sales for example to aid reporting.
Webservice Output Action
Allows a Scripted App to consume a SOAP XML web service at the end of a call in order to interact with external applications.
Webservice Input Action
Allows a Scripted App to consume a SOAP XML web service instantly in order to interact with external applications.
Entity Input/Update Action
Enables data within the CRM Entity to be updated as and Agent navigates through a Scripted App.
Scripted App Design
An overview of the Synthesys™ Interaction Studio which covers essentials around the creation of Workspaces and design of Scripted Apps.
CRM Entities
A guide to creating and managing CRM Entities to store and capture customer and other data for use with inbound or outbound campaigns.
Management Tools
Noetica Call Monitor
View allUsed for listening live to Agent Calls and if required has both Remote Agent Assistance and Barge In functionality.
Noetica Voice Platform (NVP)
The Route Manager
Application for the creation and management of Inbound Telephony Routes including queueing rules, IVRs and Call Recording.
NVP™ Inbound Features
View allSetting up Inbound Call Strategies and their routing, including the creation of basic IVRs.
Synthesys Management
Synthesys™ Management Teams
View allCreating and administering primary and sub teams and how to manage users, Scripted Apps and Calling Lists within these teams.
Synthesys™ Management Basics
Basic functionality of Synthesys Management and what applications can be launched from it.
User Management Portal
User Management
Allocating permissions to Users for data and Applications and administering SABRE™ for Users
USEFUL LINKS
BROCHURES
MiContact Center Outbound brochure
Increase revenues and control operating costs with outbound dialing, campaigning and scripting
PRESENTATIONS
MiContact Center Outbound Customer Presentation (July 2024)
Advanced Predictive Dialing with CRM and Call Scripting
