Answercall Direct Praises Ease Of Use And Efficiency Of Noetica’s Synthesys Call Centre Software
Noetica, provider of easy-to-use call centre and CRM solutions, has announced that Answercall Direct has purchased Noetica’s Synthesys call centre technology to manage its outbound calls.
Answercall Direct purchased Noetica’s Synthesys call centre technology in June 2000 to manage its outbound and inbound call activities. Answercall Directs customers include BT, several Government bodies and over 60 others. The company has 110 agents using Synthesys to manage their calls and increase their efficiency.
"We previously used another scripting package but had so many problems that we actually reverted back to a paper based system," comments Operations Director Graham Long "After we decided to implement Noetica’s Synthesys, my confidence in call centre software was immediately restored. Due to the nature of Synthesys we can react immediately to a customers requirements having scripts built and running within hours."
Noetica installed Synthesys and had the Answercall call centre up and running within a matter of days, which minimised disruption. Answercall could immediately start to rebuild their business by taking advantage of the easy to use Callflow script building and other features that Synthesys offers. They have also benefited from the minimal agent training time that is needed to work with the system.
Graham has seen the average call duration drop from 7 minutes to 2.4 minutes due to the responsiveness of Synthesys’ Callflow scripts. For a call centre that makes around 20,000 calls a week it is a significant saving.
"There are many functions in Synthesys that contribute to the savings, not least of which are the CTI capabilities and on-screen dialing, this facility in it’s own has won us business where pilot calling is difficult with large power dialers we can scale up or down to suit the amount of data supplied" said Graham. "One of the most impressive functions of Synthesys is the ability to make amendments to scripts whilst the existing one is still live, then releasing it to the agents so that the Synthesys Callflow isn’t stopped at any point and therefore eradicating downtime."
"What we wanted was a package that would be 100% efficient and could provide us with detailed reports," Graham explained. "The reporting with Synthesys is comprehensive and automatically updates itself when we amend the callflow script that the agents use. Also, because it doesn’t run proprietary reports, we can offer our clients the data in the format that they want."
"Answercall Direct will be opening up a new office shortly due in part to the cut in call duration and therefore the increased resources using Synthesys has brought us," concluded Graham.
"The deal with Answercall Direct is a high profile win for us," commented Keith Symondson, Commercial Director of Noetica. "Using Synthesys, Answercall has been able to better service its impressive client list. It is great to hear that a company’s faith in call centre management software has been restored."
"We are opening a new call centre shortly, which is a major task. Knowing that Synthesys can be installed and working so quickly will make the job so much easier" concluded Graham.
Established in 1997, Noetica is a leading developer of innovative software solutions for successful management of any call centre. Noetica’s solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI).
Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, London, with strategic partners throughout Europe, Canada and the US. Noetica serves a broad range of industries, including the public sector, finance and telecommunications.
For further information on Noetica, please visit http://www.noetica.com
Synthesys is a registered trademark of Noetica
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Martin Brindley / Natalie Johnson
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