
#contactcenterworld, @Noetica_, @consolltd
Noetica – A British company, developing software products for the global contact centre market, announced that it is working with Contact Solutions Limited, to enable agents to work from home during the COVID-19 pandemic.
The Swindon-based Insurance trading company has rapidly deployed Noetica’s Synthesys™ contact centre productivity tools and patented SmartBound™ outbound dialler technology, to provide its 40 agents, both working in the contact centre and from home, with a single platform and user-interface from which to manage its large volume of monthly outbound calls.
Contact Solutions IT Manager, Dan Knott, states: "We have moved quickly to enable agents who are vulnerable or need to work from home to do so in exactly the same way as when they are in the contact centre. With Noetica, they simply log on and start taking calls, free from the distraction of moving between applications."
Dan also observes how the organisation is ideally equipped to handle fluctuations in agent numbers, as a result of those self-isolating and unable to work: "With Noetica we have been able to create more capacity to meet the needs of all of our clients. In fact, we have the ability to handle even more calls than before." He adds: "For us, our agents, clients and their customers, we have been able to maintain business as usual."
"There is such a big difference between what we had and what we now have. The scope of possibility is setting our imaginations wild." Dan explains: "Introducing Noetica has given us the opportunity to review, question and optimise every aspect of our call handling. We now have complete control and can ‘design’ call flows to our exact specifications."
Managing Director of Noetica, Steven Brooks, states: "The combination of Synthesys™, SmartBound™ and our NVP™ voice platform, along with our flexible methods of deployment provides contact centres of all sizes with the confidence and capability to pivot quickly and enable more agents to work effectively from home."
About Noetica:Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.
About CONSOL SOLUTIONS LIMITED:ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that is the hallmark of great relationships.
ConSol leads the development of solutions to large and small organizations.
At Contact Solutions, we combine specialist knowledge and expertise with solid execution capabilities to deliver customer management solutions to drive sales growth, efficient customer services and optimized back office operations.
Published: Monday, April 6, 2020
3.) | Accordia Solution Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more) |
5.) | Adversus Dialer Adverus Dialer Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses. |
12.) | Astute Solutions Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more) |
15.) | Call Tracking Metrics CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say... (read more) |
20.) | Consilium Software Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more) |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall