Noetica is a British, privately owned software company headquartered in central London, trading globally and specialising in the development and delivery of customer contact systems. Established in 1997, Noetica helps contact centres of all sizes (from 5 to 1000+ seats) across four continents achieve continuous efficiency improvements.
Noetica’s products provide a unique blend of features including agent productivity tools (such as call scripting, CRM and campaign management), patented outbound dialler technologies and a contact centre telephony solution (complete with ACD, IVR and call recording) making it one of the most comprehensive software platforms for customer contact today.
Outbound customer contact is often confused with ‘cold calling’, an association that has proven toxic to a technology that has many useful implementations. Although diallers can be misused, and they sometimes are, in most cases they are deployed responsibly by organisations which would struggle to operate without them.
Indeed, according to official industry figures, only 10% (!) of all dialler calls are for ‘cold calling’ or telemarketing purposes. The largest segment of the outbound industry by far (37%) is Proactive Customer Service. These are calls made to provide customers with information, reminders, notifications or a range of other services.
Regulatory bodies around the world, such as the TCPA in the US and Ofcom & ICO in the UK, have been issuing ever tightening rules limiting the use of diallers in general and practices of Answer Machine Detection (AMD) in particular.
At Noetica, we believe that the solution is not to prohibit the use of diallers but to improve the technology with creative innovation to facilitate the good, responsible use of predictive diallers, without losing any of the benefits that they can offer. With this in mind, Noetica has recently launched its SmartBound™ initiative including several new technologies:
SNoDrop™ - A technology borrowing concepts from the inbound world to deliver predictive dialling with 0% dropped (abandoned) calls.
LPD™ - Patented Live Person Detection for zero ‘false positives’ and 40% performance uplift.
Script Aware Dialler™ - Patented technology delivering high performance predictive dialling even when teams are small (down to 6 agents).
Armed with SmartBound™ technology straight out of the box, anyone can use the Noetica predictive dialler with confidence knowing that they will not be in breach of any legal constraints wherever the dialler may be deployed around the world. At Noetica, we wish to become the champions of responsible and considerate outbound dialling, whatever its purpose.