Corporate Vision January 2017

76 CORPORATE VISION / January 2017 , Noetica is a software d e v e l o p m e n t company specialising in the delivery of advanced technology to companies that operate contact centres. The company has been in existence for just under 20 years, is headquartered in London with further offices in Durham. Their product range consists of three separate yet tightly integrated modules: • Synthesys™: our user friendly contact centre productivity suite aimed at non-technical users • SmartBound™: patented outbound technology designed to promote responsible and considerate yet super-efficient dialling. • NVP™: highly cost effective telephony platform dedicated solely to the contact centre. These products are deployed across most verticals with particular focus on blue chip clients within market segments such as contact centre BPOs, insurance, media, fundraising and many others. Noetica ensure that they take a clear approach to customer service. Danny points out what makes the firm stand out from their competitors. “As a technology company, we have taken the unusual step of creating a client services department manned entirely by staff who had decades of experience of managing contact Champions of Responsible Software Danny Singer founded Noetica in 1997. The company develops software for contact centres. In this interview, Danny explains how they engage with clients and about the current state of the industry. centre operations. Although they understand our product range in depth, they are not technology specialists but experts in the utilisation of our technology in contexts similar to our clients. All new Noetica projects are managed and delivered by this relatively new client services department. In 2016 alone, we delivered over 15 brand new highly successful installations of our product range in a variety of industries. “The contact centre technology market has traditionally been dominated by vendors whose roots are in telephony products and services. These providers were forced to evolve over time to rather reluctantly accommodate casual forays into applications. Noetica is different, as our starting point and our strength has always been in contact centre applications (call scripting, CRM, campaign management, diallers and so on) and our approach to telephony is to simply see it as a commodity. The rise of SIP and cloud telephony have simply served to validate our approach. Being ahead of the curve on this front is a major differentiator. Furthermore, the launch of our new SmartBound™ initiative is positioning Noetica as leaders in the outbound field as champions of responsible, legal and considerate dialling without compromising on performance.” Danny gives us his view on the industry at the moment and what changes he foresees in the market which may affect future business growth for Noetica. “The ongoing move to SIP and cloud telephony is changing the contact centre industry in front of our very eyes. The existing large scale deployments of on premise telephony systems are being ripped out everywhere in favour of highly scalable & dramatically more cost effective voice platforms in the public or private cloud. If we add to this the unstoppable growth in non-voice channels such as chat, social, IM and many others mainly accessed via mobile devices the contact centre of the next five to ten years will be a completely different place from the one we recognise now. Technology will need to adapt and evolve as will adoption of new ways of interacting with customers. “The contact centre industry will undoubtedly expand to include new channels of communication. In the main these will tend to be non-voice channels. As the millennial generation moves into the mainstream, we will see the keyboard replacing the headset more and more. Contact centres will become quieter places where discreet keyboard clicks will replace the racket of verbal conversation. On the consumer side, the tapping will be increasingly taking place on glass rather than keyboards. However, the business processes guiding the conversations will remain largely unchanged.” Danny ends the interview by telling us all about Noetica’s plans for 2017 and beyond. “Last year, we opened our first satellite offices in Durham, in the North East of England. This geographical expansion allows us to be close to many of our large customers in the North as well as opening new possibilities for exploiting a new pool of talent in a new area. Most of our technical support functions as well as some of our client services are moving to the new offices. We are hoping to build on this and expand our presence geographically. “From a technology perspective, 2017 will be the year when we will be strongly promoting the SmartBound™ initiative and continue to lead the market with new innovations. We are currently researching areas such as social customer service, chat bot technologies and many others. “With the recent addition of our Client Services department we are now in an ideal position to provide a unique combination of technical and operational skills which elevate the company from our deeply technical roots to a much more solution driven approach.” 1701CV13