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Noetica Wins Best Contact Centre Technology Innovation 2020 Award

Noetica, a British company developing software products for the global contact centre market, 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 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 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."


Date Posted: Tuesday, November 3, 2020

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