There are billions of neurons in our brains, but what are neurons? Just cells. The brain has no knowledge until connections are made between neurons. All that we know, all that we are, comes from the way our neurons are connected. – Tim Berners-Lee
A single neuron cannot hold a thought. A single nucleobase molecule can hold no DNA information. This same idea applies to contact centres. If applications, systems and people are not connected in a meaningful way, no contact centre operation can truly succeed. Telephony functions need to be fully integrated into line of business systems which in turn need to be seamlessly integrated with the CRM and call scripting platforms.
Call centre agents, customers and specialists need to be able to easily and intelligently connect to each other according to well defined process flows. Management information needs to flow in a connected manner from all these sources to decision makers. Predictive dialler technology must be able to connect agents to customers responsibly yet efficiently.
Different communication channels must seamlessly connect to each other in a fully coherent way. This is the value that Noetica can bring to any contact centre operation. By connecting the dots in a meaningful way, we deliver knowledge where it’s needed and automation where appropriate. If information can only reside within a network of connections, Noetica delivers true Information Technology by creating technology that synthesises meaningful connections between all the constituent parts of a contact centre.
SABRE™ (Skills & Ability Based Routing Engine) is a technological innovation boosting the performance of contact centres.
Skills Based Routing is a mature technology that has been in widespread use over several decades. SABRE™ is a recent innovation building on the old concept of Skills Based Routing, by adding a dynamic dimension to it. In SABRE™, a call centre agent’s skills and ability levels are not fixed but can fluctuate in real time depending on their most recent performance. When using SABRE™, each outbound campaign or inbound queue is assigned a “skill condition” which designates a particular skill as the most important for that campaign or queue. Each agent has a set of skills and an ability score (0-100) for each skill. When a new call is ready to be delivered to an agent (either inbound or outbound via a dialler), SABRE™ will choose one with the highest ability level for the skill required by the campaign or queue. The main innovation is in the way agents’ individual skill ability levels are adjusted automatically in real time by the system through a microservices set of APIs responding to the agent’s recent performance in relation to each skill the agent possesses.
Adding value to your business.
• Instant Profitability Boost
• Agent Incentive & Gamification
• Custom Refinement over Time
• Reduced Wasted Opportunities
Our calculations point to a 15-25% increase in direct revenues when using SABRE™ with no added costs resulting in large overall profitability gains.
User friendly contact centre productivity suite aimed at non-technical users.
Patented outbound technology designed to promote responsible and considerate yet super-efficient dialling.
Voice Platform NVP™
Highly cost effective telephony platform focused purely on the contact centre.
SYNTHESYS™ CONTACT CENTRE PRODUCTIVITY TOOLS
Dynamic visual call scripting
Good contact centre solutions should be able to provide seamless integration into most ‘line of business’ systems and deliver their functionality to contact centre agents at the right time in the conversation whilst simultaneously collecting useful information about agents’ activities and linking it to any business transactions. This is precisely what Noetica’s Synthesys™ call scripting is designed to do easily and rapidly.
Everything relating to campaigns in Synthesys™ is visual, ‘drag & drop’, operates across channels and takes effect instantly and imperceptibly to the agents. Indeed, agents need not be actively aware of what particular campaign they are working on at any given time as work is delivered to them seamlessly according to predefined strategies.
One of the many distinctive features of Synthesys™ campaign management is the use of on-screen visual manipulation of Venn diagrams to define many of the characteristics of individual campaigns.
CRM need not be an ‘all or nothing’ concept. Synthesys™ CRM is different in the sense that it is dedicated solely to supporting contact centre processes and not the enterprise as a whole. As such, it is more flexible and allows call centre administrators to create and make frequent changes to CRM entity structures without losing any of the power of the CRM concept. By seamlessly integrating the CRM entities into call scripts, Synthesys™ introduces a much needed process dimension to an otherwise data driven discipline.
SmartBound™ is Noetica’s initiative of pursuing technological innovation for outbound calling in order to guarantee full compliance with latest Ofcom and ICO regulations without losing any of the efficacy of a full-strength predictive dialler.
SNoDrop™ - Predictive Dialler with 0% dropped calls
We’ve taken some well-established concepts from inbound and call blending practices and adapted them for outbound in order to eliminate the ‘dropped’ (abandoned) calls associated with predictive algorithms, delivering a predictive dialler that is no less efficient but can generate 0% dropped/abandoned calls. Peace of mind without compromise.
LPD™ - Live Person Detection
Noetica-patented new, safe and accurate method for the automatic detection of answering machines and voicemail of any kind, ensuring that call centre outbound agents are only presented with live customer calls. It also filters out a great proportion of instant rejections, maintains call introductions consistently of a high quality and eliminates the 2 second initial pause associated with traditional Answer Machine Detection (AMD) technology.
LPD™ eliminates silent calls by design and generates 0% ‘false positives’, which are associated with old AMD technology, making it safe to use even under the latest strict Ofcom regulations.
NOETICA VOICE PLATFORM NVP™
With the almost universal adoption of SIP telephony and the already announced obsolescence of ISDN, the transition from on premise hardware based telephony to nimbler and considerably lower cost software based solutions is all but a foregone conclusion.
With Synthesys™, telephony comes bundled in
The Noetica Voice Platform (NVP™) includes everything you will need to run your call centre telephony. It is a software based PBX complete with ACD (Automated Call Distribution), IVR (Interactive Voice Response), Quality Monitoring, Voice Recording, Skills & Ability Based Routing, Billing, Reporting and much more.
NVP™ is versatile and may be deployed anywhere
Whether on premise, in a private cloud or in the public cloud, NVP™ will work equally well. Noetica have the resources to provide competent expert advice and assistance in setting up voice paths into the call centre that are both reliable and deliver consistently excellent voice quality.
The age of the enterprise communication platform within call centres is coming to an end. The imposing racks of flashing lights and tangled wires in the air conditioned room at the back is no longer a source of corporate pride but a costly weight around your ankles. Call centre telephony should be agile, resilient and affordable. This is what the Noetica Voice Platform delivers.