Virtual Office Featured Article

Noetica Voice Platform Improves Contact Center Environment

October 13, 2016
By Alicia Young - Web Editor

There’s big news coming out of London this week, with Noetica launching its new Noetica Voice Platform (NVP). Noetica is a British, London-based software company that concentrates on the product development and delivery of customer contact systems. Its new NVP will provide customers with ACD, IVR, voice recording, quality management and billing. What makes this solution ideal, though, is that it is built solely for the use of contact centers.

This solution is exciting news for contact centers everywhere because it can be deployed either on premise or in the cloud. As a result, contact centers are no longer tied down by the requirement of an enterprise PBX (News - Alert). By removing this component, centers will be able to minimize the cost of inbound, outbound and blended telephony.

Noetica isn’t offering empty promises with this solution, either. Prior to the official launch, NVP was in use at several Noetica clients, including ResQ, Parseq and RSVP. According to these companies, they have been able to reduce or completely cut their reliance on previously used expensive and unnecessary large enterprise telephony platforms.

For example, RSVP has been using NVP across 220 seats in its London office, and has plans to replace all PBX units with NVP shortly. Its new Manchester site will also use NVP after its launch. Dean Hurst, Operations Director at RSVP (Media Response) Ltd., explains why the company is so willing to further its use of NVP by saying, “We make around 100,000 dial attempts each day and find the platform extremely resilient and durable. Call quality is never compromised and the productivity of agents kept at extremely high levels.”

He continued, “Whether setting up inbound strategies or outbound campaigns, routing configuration is extremely end-user friendly and does not require technically trained staff. It enables management to set up processes that will aid performance. Upscaling is very simple and the system is far more cost effective in comparison to the costs involved with a traditional PBX.”

Giles Cook, CTO at ResQ, another company that has been using NVP, seconds Hurst’s thoughts by saying, “We have completed the migration of our entire estate to Noetica Synthesys™ and are using NVP™ as our sole telephony capability. It gives us enterprise class resilience and scalability, and as it is cloud-based we can route calls across our sites seamlessly…Our business is growing at pace, and NVP™ is a critical part of our technology enabling this success.”

Cost effective, easy to use and productive. Those are all key words that give a solution a one-up over the competition, and it appears that NVP has those traits. Running a contact center can be hectic enough as it is; Noetica’s NVP may be the solution companies need to stay on top of things.

Edited by Maurice Nagle

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