Noetica – A British company, developing software products for the global contact centre market, has announced a new partnership with the AI-enabled agent performance platform, MyQualityTeam, to empower contact centres to close skills gaps and optimise agent performance and productivity.
MyQualityTeam utilises a unique competency framework and AI voice/text analytics to identify agent strengths and skills gaps with development actions provided to uplift performance. The platform makes the assessment process completely transparent; the agent can see feedback immediately after their call through a user-friendly dashboard and then track the impact of any improvements they make.
The MyQualityTeam platform will form part of Noetica’s solutions that includes agent productivity tools (Synthesys™), advanced outbound technology (SmartBound™) and comprehensive voice platform (NVP™). The addition of MyQuality team will enable Noetica to contact centres around the world a turnkey digital solution that drives productivity, efficiency and unlocks meaningful insights that enhance the customer experience.
Danny Singer, Founder and Chief Product Officer at Noetica, spoke about the partnership:
“We’re delighted to be adding MyQualityTeam to Noetica’s ecosystem of products and services. We are constantly looking at ways to infuse out solutions with the latest Artificial Intelligence capabilities to deliver greater value for clients, help them address pain points and drive growth.”
“With rising customer expectations, contact centres are under increasing pressure to consistently deliver high-quality experiences. MyQualityTeam will help our clients to upskill team members efficiently, without creating large workloads for already stretched team leaders.”
MyQualityTeam Founder and CEO, Vanessa Blake added:
“We are delighted to be working with Noetica to help more contact centres unlock the potential of their teams and optimise performance. Noetica’s experience of designing and delivering integrated digital solutions, deep technical expertise and collaborative approach make them an ideal partner for our growing business and we’re excited to see what we can achieve.”
Noetica provides cost effective, high-end contact centre productivity software. Its product range has been refined over its 26 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.
Founded by Vanessa Blake, a CX Strategist and Chief Customer Officer who started her working life in a call centre and remained in the industry for more than 25 years, MyQualityTeam is an agent performance platform that utilises a unique competency framework and leverages AI voice/text analytics. Most speech analytics software and quality management tools will tell you that there is a problem, but only MyQualityTeam can tell you why there is an issue and what to do about it. Quick and simple to deploy, the platform engages agents in their own development and enables managers to evaluate and uplift performance quickly and effectively.