Partnership optimises employee productivity and customer satisfaction
Noetica, customer interaction management software provider, today announced its partnership with the most cost-effective workforce management solutions provider, Expert Solutions International (ESI). Noetica will be assisting ESI’s expansion into the UK market by providing technical support for ESI’s contact centre workforce management software, OptiWise. Commencing in the UK, Noetica will provide technical support for OptiWise through its existing London based helpdesk.
In the increasingly competitive contact centre environment, where customer care is the driving force for business, failure to answer calls or emails in a timely way can prove fatal to customer relationship management. OptiWise is able to accurately forecast call volumes and automatically schedule the right staff needed per shift. It can translate call volume to staffing requirements by skill, and per customer type to ensure that quality service is provided. It will help companies measure cost savings achieved, as the software can monitor the contact centre operation in real time, using simulation tools. OptiWise complements Noetica’s strategy to provide a single point of call for the needs of the contact centre and CRM market. Noetica’s products cover the aspects of managing a call centre, from its trademark flexible Callflow scripting product, Synthesys, to web interactivity products.
“With the UK contact centre industry growing steadily, and with the average contact centre workforce expanding to meet customer demand, we see now as an opportune time to present our workforce management offering to the UK,” explains ESI’s Director of Marketing and Business Development, Lior Ben-Tsur. “OptiWise works to empower contact centres by optimising staff shifts and addressing the evolving workforce management needs of the modern contact centre”.
Noetica’s Commercial Director, Keith Symondson, explains, “We constantly strive to offer an evermore comprehensive range of applications to help businesses establish and manage high-quality customer relationships. Armed with OptiWise, we can now offer companies a way of maximising employee productivity through skills-based scheduling. This will help reduce costs associated with staff churn, and aims to motivate employees, so that companies can achieve a higher level of customer satisfaction.”
Noetica is a Scandex Group Company
ESI - Expert Solutions International ( http://www.esi-knowledge.com) is a provider of knowledge-based business optimization and workforce management products. ESI is an affiliated company of Formula Vision Technologies (TASE: FVT), a spin-off from Formula Systems (NASDAQ: FORTY) and a member of the Formula Group.. The Formula Group is Israel's largest software group, operating in more than 50 countries worldwide
Established in 1997, Noetica is a leading developer of innovative software solutions for the successful management of customer interactions in the call centre and over the web. NoeticaCR is based on the technology used in their successful Synthesys callflow/scripting product and enables non technical staff to deploy the same callflow applications used in the call centre over the web.. Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, London, with strategic partners throughout Europe, Canada, Asia 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.co.uk
Synthesys and NoeticaCR are registered trademarks of Noetica.
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