Acxiom has purchased Noetica call centre technology to manage calls in its new 2Touch call centre.
2Touch opened its new customer contact centre in Sunderland, UK, earlier this year and Noetica’s Synthesys solution was installed in mid-March, in just four days, with the first live customer campaign starting on 15 March. The solution has already proved to be a big success on a campaign for a major energy supplier and a leading eCommerce company.
Synthesys is designed for non-technical staff, so 2Touch call centre management team can design their own callflows (scripts).
Having already implemented two campaigns, Acxiom plan to expand its 2Touch operations throughout the year to become one of the largest business contact centres in the UK. 2Touch IT director, Brian Goldthorpe, said: “The callflow scripting tools have enabled us to save a lot of time and energy in not only setting up new call centre scripts, but making amendments to existing ones.
“With over 120 agent seats utilising Noetica’s software, the product stability has proven to be excellent so far, in what is a high-pressure environment. It has also been very well received by end users, call centre managers and technicians alike.”
Established in 1997, Noetica develops innovative software solutions for call centres. Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, UK, with strategic partners throughout Europe, Canada and the US. The company serves a broad range of industries, including the public sector, finance and telecommunications.
About Acxiom Corporation
Acxiom offers innovative database marketing services, infrastructure management, premier data content and integration technologies. Founded in 1969, the company is based in Little Rock, Arkansas, with operations throughout USA and in the UK, France, Spain and Australia.