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News : 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 15^th 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.

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INVITATION
We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE

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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."

#contactcenterworld, @Noetica_

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 ContactCenterWorld:
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.

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More Editorial From Noetica

Published: Tuesday, November 3, 2020

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2022 Buyers Guide
Get Listed
Knowledge Management

1.)

168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.)	3Fiftynine Branches Combines knowledge management with call support as continue improvement.

3.)

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.)

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.)

FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.)

Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.)	Knowmax Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.)

livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.)

ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.)

Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.