Noetica Secures Deal To Provide Customer Contact Company With Its Synthesys call centre software Solution
Noetica, provider of easy-to-use call centre and CRM software solutions, has announced today that Customer Contact Company Telescope has purchased Noetica’s Synthesys call centre technology to manage all calls in its new state-of-the-art web-enabled contact centre in Croydon.
Telescope provides a full range of telephone and new-media-based communication services. These include live call handling, outbound calling, automated call handling, SMS, E-mail and Internet communication and database management.
Telescope currently makes and receives in excess of 5,000 calls a day for clients that include Channel 5, The Telegraph, Lloyds TSB and the Interactive Agency plc. Managing director, Michael Nelson-Jones explains “We work with our clients across all the channels of communication to help them acquire, retain and develop customers”
Synthesys was installed rapidly at Telescope in only 2 days, plus Telescope took advantage of Noetica’s start-up training programme enabling non-technical staff to write callflow (scripts) for their clients immediately.
“Our account managers and team leaders can use Synthesys with minimum involvement from IT specialists, which streamlines the entire process and takes less time and money,” comments Michael. “Our team on the contact centre floor can amend callflows in Synthesys at a moment’s notice in real time. This allows us to make continuous improvements whilst maintaining service levels for our clients.”
“We see our future as being a contact centre rather than just a call centre – teams will handle e-mails and web chat as well as ‘conventional’ calls,” enthused Michael. “We decided to integrate Noetica’s Synthesys with our Rockwell Transcend ACD as its flexibility, multi-communications handling and personalisation enables web-chat and e-mails to be queued alongside phone calls.”
“The deal with Telescope highlights how quickly Synthesys can be installed and implemented into an existing system,” commented Keith Symondson, Commercial Director of Noetica. “Telescope is already using Synthesys to develop personalised callflows and managing communications across different channels to better service its customers.”
"This investment with Noetica reflects our confidence in the growth of live interaction. We believe that as the importance of ‘conversational’ one-to-one marketing continues, there will be a growing trend towards multi-channel customer support and outbound customer contact,” concluded Michael. “We also believe that personalised live interaction will increasingly support new media channels to help turn browsers into buyers.”
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
Established in 1998, Telescope provides a full range of telephone and new-media-based communication services. These include live call handling, outbound calling, automated call handling, SMS, E-mail and Internet communication and database management. The company has a broad client list made up from the media, marketing service agencies and corporates.
For further information, please refer to web site http://www.tele-scope.co.uk
or contact Michael Nelson-Jones.
Tel:020 7419 8888
Interviews, photography and further information are available from Martin Brindley or Natalie Johnson at MCC International.
Martin Brindley / Natalie Johnson
MCC International Ltd
Tel: 01962 888100
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