Professionally handling every Inbound call
You want to be accessible for your customers, but more importantly, you want every call you receive to deliver the best possible experience for them.
With Noetica Inbound, you are able to transform how you manage inbound calls, ensuring they are quickly answered and routed to the most appropriate agent to deal with the customer’s enquiry, first time, every time. Our solution provides comprehensive contact centre capabilities including ACD, IVR, Skills-based Routing, Voice Recording, Call Monitoring and Agent Desktop & Call Scripting.
Routing every call to the best agent
The experience you deliver is determined by your ability to route inbound calls to the best agent to deliver a first call resolution (FCR) with the optimum average handle time (AHT).
We help you do this with a powerful Automatic Call Distribution (ACD) solution that manages inbound queues and the distribution of these calls to your team. Utilising our IVR capability you are able to pre-filter calls to ascertain their nature. With our Skills and Ability-Based Routing Engine (SABRE) we ensure that each call is passed to the best possible available agent to deal with that enquiry.
This not only ensures more effective call handling, but it also ensures that every call receives the best possible customer experience.
Empowering agents for successful call outcomes
Quickly answering and routing inbound calls is only part of the answer, you need to ensure you empower your agents with the information and tools they require to deliver the best possible service.
With Noetica your agents have a powerful desktop that presents them with key customer information in our CRM as the call is delivered. They are then guided through the optimumal conversation with our Synthesys Call Scripts that have been intuitively created by you in our Synthesys Interaction Studio. This generates more positive call outcomes while reducing the burden on agents by automating the posting of data into your systems and end-of-call workflows.
Supporting email & SMS
Our contact centre platform not only enables you to engage with customers over the telephone, we also fully support interactions over email and SMS allowing you to engage with your customers over their channel of choice.
For both an inbound email or SMS we apply the same principles as with inbound calls, firstly determining the nature of the enquiry, then applying a priority and determining the best possible agent to deal with this interaction and queuing and routing accordingly.
The value delivered by Noetica Inbound
Improved customer experience
By ensuring that every inbound call is professionally queued and quickly routed to the most appropriate agent to deal with the customer enquiry.
Reduced average handle time (AHT)
By guiding agents through the optimum conversation to deliver the service required by your customer as efficiently as possible.
More first contact resolutions (FCR)
By providing your agents with the information and tools they require to deal with every customer enquiry, delivering positive outcomes first time.
Your questions answered:
What is an ACD?
An Automatic Call Distributor (ACD) is a software solution that enables you to queue inbound calls and to define rules and logic to systematically route these calls to the first available agent that has the skills to deal with that particular interaction.
What is IVR?
Interactive Voice Response (IVR) uses DTMF tones to interact with a caller either to collect information to better route the call or to offer a self-service facility to relieve pressure on your agents.
What is skill-based routing?
Skill-based routing enables you to define the skill level and abilities of your agents and to map these against the different call types you are receiving. These are then leveraged by the ACD to ensure that calls are not just routed to the longest waiting agent, but the best available agent.
What is call monitoring?
Call monitoring is the ability to record or live stream all interactions taking place in your contact centre and then allowing your managers and supervisors to review these calls for either compliance or quality management purposes.
Let’s talk inbound
Whether you have an established contact centre, or a team focused on taking customer calls, let’s talk. Reach out to our team to discuss how Noetica Inbound can improve the efficiency, effectiveness and experience of your team.
