Noetica will address the continuing challenge of optimising agent and contact centre productivity at Call Centre Expo 2009, with the launch of the new version of Noetica SynthesysTM. Visitors to stand C15 will be able to view a full demonstration of version 4.1 of the software, which will be made available to existing and new Noetica customers on 22nd September.

Noetica SynthesysTM 4.1 has been updated with a new interface and over 25 new features, with a focus on streamlining, managing and measuring business processes performed by agents in the contact centre to improve productivity. Some of the new features that will be demonstrated for the first time at Call Centre Expo 2009 include: integrated agent, operational and campaign reporting, Agent Call Diary for one-to-one relationship management, real-time performance metric tracking via an Agent Dashboard and the ability to control third party applications from within the Noetica SynthesysTM agent front end.

“Agent productivity can be affected by any number of elements,” says Managing Director of Noetica, Danny Singer. “Being asked to handle email, SMS and voice interactions as well as multiple third party applications all at once can all shift the focus of the agent from the customer interaction at hand to the processes being performed. Automating these processes better empowers agents to make decisions, use their communication and management skills to develop better relationships with customers and monitor and subsequently identify areas where they can improve their and the team’s performance.”

Noetica Synthesysä 4.1 also incorporates 18 new types of workflow component to the Interaction Studio, so that non-technical staff can create and deploy Callflows (guiding the agent through each step of an interaction) for highly tailored, more effective campaigns. Advanced outbound management tools and the integration of voice, SMS and email campaigns also contribute to improved campaign management for contact centre managers.

Noetica SynthesysTM 4.1 provides a highly scalable SOA (Service Oriented Architecture) and comprises the following modules:

• SynthesysTM Unified Front End – Integrates back and front office systems into a single easy-to-use agent screen to manage every aspect of the customer interaction.

• SynthesysTM Business Process Manager - Using a visual drag-and-drop interface contact centre managers are able to quickly set up, implement, amend and refine business processes at the agent interface using non-IT staff and without campaign downtime.

• SynthesysTM Script-Aware Predictive Dialler - Noetica’s patented Script Aware Predictive Dialler enables organisations performing intense outbound campaigning to optimise and limit silent call rates in compliance with industry regulations whilst maintaining high performance and high agent utilisation.

• SynthesysTM Service Dispatching Software - Enables contact centres operating complex customer service and dispatching activities to both gather information from customers and then dispatch this information to field personnel. E.g. emergency services, field engineers

Noetica SynthesysTM 4.1 will be made available on 22nd September; Call Centre Expo 2009 takes places at Birmingham NEC on the 22nd and 23rd September.