London-based provider of customer interaction management (CIM) solutions for the contact centre, Noetica, has released a hosted software service, Noetica Synthesys for Oracle (News - Alert) CRM On Demand.

By using the add-on application from Noetica, Oracle CRM On Demand customers can add several new features to their existing call centre module. These include advanced CTI (News - Alert), outbound dialing and dynamic call flows to guide agents through their interactions.

Moreover, agents can benefit from a fully integrated and Unified Front End and if the caller’s number is identified at the beginning of a call, the agents can automatically see customer records. They are also shown the appropriate call flow campaign that navigates them through the interaction and ensures that the agent is able to obtain and give the right information at the right time during the conversation.

"Ensuring agents are able to deliver quality service, engage with the customer in conversation, while adhering to regulation can seem like a contradiction, with some contact centres turning back the clock and implementing rigid call scripts. However, this need not be the case," explains Managing Director of Noetica, Danny Singer. "Giving the agent a single interface ensures that they can focus on the call and build a rapport with the customer, whilst fulfilling the requirements of the interaction without the need to juggle multiple applications."
  
Noetica's user-friendly drag-and-drop business process management engine allows seamless creation and release of call flows to agents.

"As Noetica Synthesys for Oracle CRM On Demand is a hosted service, all an agent requires is a computer with a reliable internet connection. This also means they do not need to be situated in the contact centre to efficiently manage calls," adds Singer.
 
Noetica Synthesys for Oracle CRM On Demand is supported by more than 40 telephony systems (PBX (News - Alert) or ACD) and by all standard telephony protocols.