Who's using it

Service

"I  long to accomplish a great and noble task, but it is my chief duty to accomplish  small tasks as if they were great and noble."

Helen Keller

Service call centres are unique in the sense that an initial call placed to one of them is just the beginning of what may turn out to be a much longer process. Whether you call to book an engineer callout, report an emergency or summon help from medical professionals, your call is just the beginning of a sequence of events which needs to unfold rapidly and efficiently. Sometimes these are matters of life or death and they need to be treated as such.

 

 

Synthesys™ has its roots in the service call centre space. Our first few customers came from this space and over the years Noetica becamea well-known and respected software provider in this very demanding specialist market.

There are several Synthesys™ features which make the system perfectly suited for these types of environments. The combination of the flexible and agile scripting tool used to take the initial call and the ability to raise a workflow case or ticket instantly, make it the perfect tool for any environment where emergencies are simply the norm.

Once a case or ticket has been raised, the system can be easily configured to prioritise and alert members of the despatch teams to the next logical step in each process, by accessing service field personnel rosters and contact details through a highly configurable set of rules and escalation procedures.

All channels of communication including voice, SMS, email or pagers can be seamlessly integrated within the process whilst agents retain the freedom to use their initiative when this is called for. Any number of call types and escalation procedures can be handled simultaneously. Indeed, some of our customers in this space can handle calls on behalf of hundreds and
sometimes thousands of their clients.

Whether you are talking to a virtual receptionist or calling to report a medical emergency, whether you need a vet for your family pet or an engineer for your broken heating system, chances are that you may be talking to an agent using Synthesys™ to help you. Companies who need the ultimate reliability and effectiveness from their call centre system rely on Noetica's software 24 hours a day, every day.