Workforce Optimization Software Featured Article

Noble Systems Enables Omnichannel

September 28, 2017
By Maurice Nagle - Web Editor

We read about it all the time in the contact center space, if your contact center is not omnichannel, it’s not enough. Contact center agents are tasked with providing the best of the best in customer service, but when it comes to the modern, digital customer and the multitude of channels at their choosing omnichannel is a must.

Today, Noble Systems (News - Alert) Corporation announced Transparent BPO selected the Noble Enterprise Cloud solution to aid in the support of its business process outsourcing services. From call recording and quality assurance, to IVR, omnichannel support and call routing, this robust solution is ready to take the challenge head on.

In broad strokes, Transparent BPO gains the use of omnichannel support for a comprehensive suite of contact center services. In addition SmartAccept, a patented Noble Systems feature, which promises to decrease average seconds to answer, improve customer services as well as productivity.

“Transparent BPO was looking for a technology partner that would expand our service offering to support our growing client base, and the evolution of consumer engagement and communication in today’s environment. With Noble’s unified reporting and omnichannel support, and ability to customize programs to fit our clients’ unique needs, we feel Noble will give TBPO a competitive edge in the marketplace,” said Marilyn Soares, Director of Client Services, Transparent BPO. “In the past, we have deployed point solutions from multiple vendors. With Noble, we get the full package to serve the diverse needs of our clients in a single platform – simplifying training and support, improving management and visibility, and helping us reduce costs.”

In the contact center, it’s omnichannel or bust – literally. Modern operations require support of all digital channels as well as call recording and workforce optimization software in place to ensure compliance and that the contact center is fit withstand the ebbs and flows of calls during the day.

Are your contact center operations omnichannel?

Edited by Mandi Nowitz