Noetica – A British company, developing software products for the global contact centre market, announced that a medical organisation in the U.S. has deployed its SmartBound™ solution.
Taking advantage of its unattended dialling capabilities the organisation has improved the productivity of its contact centre agents, whilst delivering a better customer experience to its to patients, by automating the process of scheduling appointments with clinicians at its medical centres.
Noetica’s unattended dialling (otherwise known as voice broadcasting, or outbound IVR calling) is integrated with the organisations existing Mitel telephony system (Noetica is a branded Mitel OEM solution provider and a Platinum Preferred MSA Partner). It enables patients to be automatically dialled and played a pre-recorded message upon connection. For example, this may be a reminder or notification of an appointment. Should the patient wish to speak to a representative they are able to use an Interactive Voice Response (IVR) system to connect them to a live agent. Any calls that are not connected are recycled and rescheduled for a later date.
Chief Commercial Officer at Noetica, Steven Brooks, states: “Unattended dialling provides a responsible and powerful technique for organisations to streamline what would otherwise be a time and resource consuming manual process.” Brooks adds: “With our solution it is quick and easy to load call data into the dialler and from there the whole process is fully automated, reducing the time taken to complete the daily calls from hours to minutes.”
Using SmartBound™ in this way is enabling agents to be more effective, by automating tasks that do not require their skills and time, it frees them to focus more attention on supporting those patients that do require one-to-one service. Brooks concludes: “The organisation provides care to a lot of patients across its multiple medical centres and an efficient appointment process is vital, as it helps to optimise the diaries of clinicians. As a result the impact of the new solution is being felt not only in the contact centre but the wider operation.”
Noetica provides cost effective, high-end contact centre productivity software. Its product range has been refined over its 24 years history, consistently remaining at the forefront of innovation in the contact centre technology space. By combining the rich functionality of its comprehensive agent productivity tools (Synthesys™), advanced outbound technology (SmartBound™) and comprehensive voice platform (NVP™), Noetica provides tailored solutions to suit any contact centre across industries.
Recently, Noetica has been challenging the traditional telephony model and is demonstrably able to provide PBX-free fully featured call centre telephony. The Noetica Voice Platform (NVP™) delivers the expected functionality – ACD, IVR, voice recording, quality management and billing – without the need for an enterprise PBX. Whether in a private cloud or on premise, this call centre pure play integrates seamlessly with Noetica`s Synthesys™ to radically cut the cost of delivering inbound, outbound and blended telephony.
The company has recently launched a Skills & Ability Based Routing Engine (SABRE™) along two major new ground-breaking technologies for outbound calling: – LPD™: AI-oriented detection of all forms of answering machines or voicemail with high accuracy, no initial pause and 0% ‘false positives’, meaning 0% silent calls. – SNoDrop™: High performance predictive dialler with 0% dropped (abandoned) calls.
For more information visit: www.noetica.com