#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."
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
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