Noetica – A British company, developing software products for the global contact centre market, today announced that Contact Solutions has implemented its new SABRE™ (Skills & Ability Based Routing Engine) technology. Integrating the dynamic call routing solution with Noetica’s Synthesys™ productivity tools and SmartBound™ outbound dialler, the Swindon-based contact centre ensures agents are connected to customers based on their skills and proven ability, to achieve the best possible outcome on behalf of its clients.
Launched earlier this year, SABRE™ boosts the performance of contact centres by taking the old but still in use concept of skills-based routing to the next level. With SABRE™, contact centres are able to assign ‘skill conditions’ deemed most important for managing calls in inbound queues and outbound campaigns. Every agent has a set of skills and an ability score for each skill that are adjusted automatically and in real-time based on their performance.
IT Manager at Contact Solutions, Dan Knott, states: “Our clients want the assurance that their customers will always speak with an agent that has the exact skills they need to satisfy their requirements. With SABRE™ we have the ability to prove to organisations that their customers will only ever be paired with the very best agents, based not only on skill, but their recent track record.”
Managing Director of Noetica, Steven Brooks states: “Contact Solutions is a 40 agent contact centre that is creating a blueprint for contact centres of all sizes to follow. We first engaged with the company at the start of the Covid-19 pandemic, to enable their agents to work on-site, or from home, using a single platform and the same user interface.” Brooks adds: “Now with the integration of SABRE™ they are taking productivity and performance to the next level.”
Noetica will present SABRE™ at Call & Contact Centre Virtual on 10th November (14:45 – 15:15), in a session entitled ‘Life isn’t always fair: New technology for your unfair advantage’. A video introducing the technology is available to view now at: