Time Warner Inc.
Using an connectors developed by Noetica, we are able to read and write directly to and from the mainframe systems and present the relevant information to the agents within the framework of a pre-defined business process.
We approached Noetica to provide a user-friendly system to allow our agents to gather all necessary customer information at the first call; improving call resolution, which has increased Call Centre productivity.
2Touch (Acxiom Corp.)
We reduced silent calls through the dialler's technology that communicates the script position of an agent to the dialler module in Synthesys. This has resulted in at least a 20% increase in productivity and an approximate saving of £450k per year.
Case Study - Time Warner
Time Warner Publishing B.V. selected SYNTHESYS ™ to manage all inbound European customer communications in its 70 seat contact centre which provides customer service for several clients including Time Life, Time International and the National Geographic Society.
Case Study - 2Touch
With a predictive dialling system that had an inclination to crash and failure to effectively integrate with the contact centre’s other systems, 2Touch required a robust and reliable new system that would reduce agent idle time whilst ensuring silent calls were kept to a minimum.
Case Study - Outright Insurance
Insurance broker OutRight Ltd is using Noetica’s business process management software SYNTHESYS ™ to manage its outsourcing service to corporate clients. Using SYNTHESYS ™, 250 agents at OutRight’s call centre in Stoke-on-Trent are managing multi-channel transactions, support and contact management.