ResQ and Noetica (a British company, developing software products for the global contact centre market) have enjoyed a long and successful partnership, working together to achieve some technological milestones in the UK contact centre industry.

As part of its ‘Why not Zero’ campaign, ResQ invented the solution (using Noetica’s SmartBound^TM) to dial predictively at scale and not abandon a single call. 

ResQ approached Noetica to deliver a solution that would enable the company to rapidly scale up its number of agents, in response to forecasted growth and seasonal peaks in call volumes. The solution was the Noetica’s Synthesys^TM productivity suite with Human Process Automation (HPA), fully integrated with the versatile Noetica Voice Platform (NVP^TM). The solution was deployed in a private cloud via Microsoft Azure, to provide ResQ with the optimal balance of control and flexibility.

Managing Director of Noetica, Steven Brooks explains: "When you combine Synthesys^TM and the NVP^TM it provides the agility to scale your contact centre operations, whilst ensuring you maintain the quality of customer interactions. By hosting the solution in either a public or private cloud it also enables you to give agents access to the same desktop interface they use to manage calls in the contact centre from home."

This capability proved vital in ResQ’s rapid response to the COVID-19 pandemic, enabling agents to continue to work from the safety of their homes, whilst providing essential uninterrupted service to its clients. Chief Technical Officer at ResQ, Giles Cook, comments: "Our primary motivation for enabling homeworking was to protect the health and livelihoods of our remarkable team."

He explains how the solution works: "The ResQ homeworking solution makes use of our existing Azure infrastructure which hosts our world-class telephony systems supplied by Noetica and its supporting services. As ResQ was an early adopter of the Cloud, our experience has enabled us to build a secure homeworking solution in record time – faster than our competitors and we have now rolled this out live for all of our staff including agents, support and managers."

Cook concludes: "Working in partnership with Noetica we have always led from the front, championing new technological innovations and ways of working, that deliver real benefits the company, our clients and their customers."