Autumn 2009

The latest version of the Noetica customer interaction management system has what is described as 'a completely updated look and feel'. It also features eighteen new workflow components; enhanced multimedia outbound management tools including advanced email handling; integrated reporting; new agent dashboard; an agent call diary; improved user and administrative interfaces; and single-click integration with third-party applications.

The company says it is also better at helping agents juggling multiple on-screen applications during an interaction, using what is known as the single Noetica Synthesys Unified Front End.

For example, when integrated with CRM and ordering systems, the callflow/workflow will be populated with customer history and purchase information, negating the need to re-capture information, as well as directly feeding the right information back into the appropriate system.

The front end itself has a refreshed interface that is said to be clearer and more usable.