Noetica to Demonstrate New Dynamic Real-Time Skills & Ability-Based Routing and AI-Powered Voice Analytics, Sabra, at Call & Contact Centre Expo 2021
SABRE™ Ensures Inbound and Outbound Calls are Handled by Best Performing contact centre aAgents on the Day Based on Call Type, Skillset, Ability and Performance
Noetica – A British company, developing software products for the global contact centre market, will demonstrate the power of its new dynamic SABRE™ (Skills & Ability Based Routing Engine) technology and artificial intelligence (AI) powered real-time voice analytics, at Call & Contact Centre Expo. The event takes place at ExCel in London on 16th and 17th November 2021.
SABRE™ is Noetica’s new call routing technology that integrates with its dialler and telephony platform. The solution continuously assesses agent performance in real-time, generating individual ability scores and automatically routes calls based on these scores and the call type, to ensure the best outcome each day every day. SABRE™ can also be used for outbound activity through seamless integration with Noetica’s patented SmartBound™ solution.
SABRE™ is estimated to deliver revenue gains of 15-25%
As an example, we examine a contact centre operating with a team of agents for a charity fundraising campaign. Initially, all agents are assumed to be equal in their ability to convert calls to donations. As the campaign progresses, the system analyses the performance of each agent and adjusts ability scores, according to the amounts raised per hour worked. As a result, more calls are automatically routed to the best performing agents, whilst the less effective agents will wait longer for their next call. This means, on average, the same number of connected calls results in a higher total donation value.
The SABRE™ solution will be presented by the Founder and CEO of Noetica, Danny Singer, during a 30-minute seminar entitled ‘Life isn’t always fair: New technology for your unfair advantage’. The session will take place on Tuesday 16th November, between 14.00 and 14.30, in the Next Generation Contact area.
Real-time AI-powered voice analytics
Noetica will also use Call & Contact Centre Expo to showcase how it has fully integrated Xdroid’s real-time voice analytics into its platform. Through a proprietary direct interface, all inbound and outbound calls are robotically listened to in real-time. During calls, administrators and team leaders are automatically presented with information, advice and actions on-screen, based on triggers (pre-defined by the contact centre) including language spoken, words and phrases detected, as well as analysis of emotion and sentiment.
Danny Singer comments:
“We will be showcasing ground-breaking technology that is field proven in contact centres around the world, to have a significant, lasting, positive impact on operational efficiency, customer service and the bottom-line.”
Also featuring on stand CC-AF92 will be Noetica’s full range of its patented inbound, outbound and telephony solutions that includes:
• Customer Interaction Management, Low Code/No Code agent application development and Unified Agent Desktop.
• Campaign management, omni-channel and tactical CRM.
• Voice platform delivering full contact centre telephony complete with ACD, IVR, voice recording and quality monitoring.
• Advanced Predictive Dialler and Outbound Voice Platform technology – Live Person Detection (LPD™), SNoDrop™ and call blending.
The Call & Contact Centre Expo takes place on 16th and 17th November 2021 at ExCel in London. To register Click Here
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.