The enterprise PBX, whether premises or cloud, is wrongly still generally viewed as essential to any call centre. We have been challenging this model over the last few years and are now demonstrably able to provide fully featured call centre telephony without an underlying expensive PBX stack.
Known as the Noetica Voice Platform (NVP™), it delivers all the expected functionality such as ACD, IVR, voice recording, quality management and billing without the need for an enterprise PBX. This call centre pure play integrates seamlessly with Noetica’s Synthesys™ contact centre platform radically cutting the cost of delivering inbound, outbound and blended telephony to any contact centre.
A tried and tested solution, NVP™ has been in live production with large contact centre outsourcers such as Parseq, Capita, ResQ & RSVP for several years delivering flexible, crystal clear, reliable voice channels and very significant savings when compared to traditional telephony solutions.
Fully enabled for either SIP or ISDN, NVP™ works with any soft or hard phone and can be located on premise or in a private or public cloud. Packed full of useful features, the Noetica Voice Platform delivers everything you would expect from a modern call centre telephony system at a fraction of the cost because it doesn’t need to wrap around an expensive enterprise PBX.
But these great savings and flexibility are not the only reason why our NVP™ is such an attractive proposition. The system comes complete with some great features that makes it stand out from the rest. For instance, our Active Blending technology allows call centres to fine tune their mix of inbound and outbound activity to an optimal level according to predefined SLAs.
Our PAM (Personal Account Manager) feature combines the NVP™ with our native CRM layer, routing inbound calls to specific agents who can develop a closer relationship with particular customers, ensuring that when you call for customer service you will always speak to a friendly, known voice.
Taking skills based routing to the next level, we have recently announced our new SABRE™ (Skills & Ability Based Routing Engine) technology which allows not only agents skills but their ability levels to be updated in real time and used to route calls to the most suited and able agent, increasing the effectiveness of the entire call centre.
Our call recording is also different. We link recordings to our CRM records, making their retrieval so much easier and more convenient, as you can easily find them by searching for a specific customer in CRM and exploring their interaction history.
Perhaps the great advantages of our voice platform are best expressed by one of our customers’ words:
‘We have completed the migration of our entire estate from a legacy contact centre system to Noetica’s Synthesys™ platform using the voice platform as the sole telephony capability. This new platform is all cloud based, with no on premise equipment, and uses multiple instances of Synthesys™ along with multiple instances of the voice platform in order to achieve enterprise class resilience and scalability. Using our cloud based voice platforms we can route calls across our sites seamlessly, either for business reasons or for DR. In addition, using the voice platforms, which are fully integrated into the Synthesys™ system, ResQ can jointly develop with Noetica new innovative features which allow us to solve many of the challenges our clients have, whether regulatory or commercial. Our business is growing at pace, and the voice platforms, fully supported by Noetica, are a critical part of our technology enabling this success.’
CTO at ResQ
1. NVP™ – advanced call centre telephony at a fraction of the cost
2. Included: ACD, IVR, recording, monitoring, billing & much more
3. Deployed anywhere, SIP or ISDN, using any phones
4. Active blending – effective fine tuning of our SLAs
5. SABRE™ – skills & ability based routing engine