Noetica – A British company, developing software products for the global contact centre market, has announced a new partnership with the AI-enabled agent performance platform, MyQualityTeam, to empower contact centres to close skills gaps and optimise agent performance and productivity.
MyQualityTeam utilises a competency framework and AI voice/text analytics to identify agent strengths and skills gaps with development actions provided to uplift performance.
The MyQualityTeam platform will form part of Noetica’s solutions that includes agent productivity tools (Synthesys™), advanced outbound technology (SmartBound™) and comprehensive voice platform (NVP™). The addition of MyQuality team will enable Noetica to contact centres around the world a turnkey digital solution that drives productivity, efficiency and unlocks meaningful insights that enhance the customer experience.
Danny Singer, Founder and Chief Product Officer at Noetica, spoke about the partnership:
"We’re delighted to be adding MyQualityTeam to Noetica’s ecosystem of products and services. We are constantly looking at ways to infuse out solutions with the latest Artificial Intelligence capabilities to deliver greater value for clients, help them address pain points and drive growth."
"With rising customer expectations, contact centres are under increasing pressure to consistently deliver high-quality experiences. MyQualityTeam will help our clients to upskill team members efficiently, without creating large workloads for already stretched team leaders."
MyQualityTeam Founder and CEO, Vanessa Blake added:
"We are delighted to be working with Noetica to help more contact centres unlock the potential of their teams and optimise performance. Noetica’s experience of designing and delivering integrated digital solutions, deep technical expertise and collaborative approach make them an ideal partner for our growing business and we’re excited to see what we can achieve."
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.
MyQualityTeam helps organisations to unlock potential and maximise contact centre performance. Most speech analytics software and quality management tools will tell you that there is a problem, but only MyQualityTeam can tell you why there is an issue and what to do about it. The platform utilises a competency framework and leverages AI and voice/text analytics to evaluate performance – including compliance and sentiment - highlighting strengths as well as development areas. Our customers experience wide-ranging benefits – an increase in agent effectiveness of up to 180% in as little as three months, improvements in customer sentiment, CSAT scores, cross sell, customer loyalty and employee retention. Company reputation is protected as complaints and compliance risks reduce.
Published: Thursday, April 20, 2023
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