Contact 1-2-1 Drives Contact Center Activities with Noble Systems

Noble Systems Corporation has been selected as the contact center technology vendor for Contact 1-2-1. The Australian service provider chose Noble Systems for its high-end functionality, flexibility for customization and integration, and service bureau-friendly program management tools. One of the keys to their decision was the open architecture and capability to support integration with other applications. In particular, a major account, Mitsubishi Motors Australia, required agent access to an extensive knowledgebase system. NSC developed a direct interface between its telephony platform and the knowledgebase, creating a seamless transition between the applications. The business outcomes for Contact 1-2-1s clients have been tremendous, increasing the first-call resolution rate from 20% to 80%.

Contact 1-2-1 Drives Contact Center Activities with Noble Systems
Australian outsourcer enjoys service bureau-friendly scripting and integration ability

Atlanta, GA (PRWEB) July 17, 2003 -- Noble Systems Corporation, a leading provider of contact center technology, has been selected as the contact center technology vendor for Contact 1-2-1. The Australian service provider chose Noble Systems for its high-end functionality, flexibility for customization and integration, and service bureau-friendly program management tools.

The companys directors have a history in the outsourcing industry, and wanted to capitalize on new opportunities within the marketplace, leveraging their many years of experience. Contact 1-2-1 is building a center of excellence in the Asia-Pacific region. It was this focus, combined with their track record that attracted their foundation client, Mitsubishi Motors Australia.

Contact 1-2-1s extensive search for a contact center technology partner led the company to Noble Systems. One of the keys to their decision was Noble Systems open architecture and capability to support integration with other applications. In particular, the service provider had a major account, Mitsubishi Motors, that required agent access to an extensive knowledgebase system.

Noble Systems was able to develop a direct interface between its telephony platform and the knowledgebase, giving agents a seamless transition from one application to the other. The business outcomes for Contact 1-2-1s clients have been tremendous, increasing the first-call resolution rate from 20% to 80%.

Contact 1-2-1 is currently using the Noble Systems solution to perform a full-range of contact center activities for customer service and telemarketing programs, from processing inbound and outbound calls, emails, and SMS, to digitally recording calls and other custom functions. The Dynamic Campaign Builder (DCB), Noble Systems custom script and agent desktop design module that offers point-and-click tools for developing new applications, lets the outsourcer set-up and make ongoing changes to client campaigns without a lot of cost, time, or IT resource -- a big bonus in the service provider market.

Contact 1-2-1 is looking towards a bright future with Noble Systems as its technology partner. Mr. Joe Tawfik, Managing Director, says, We are seeing great results, including agent satisfaction, greater productivity, and faster implementation of new campaigns. With the functionality that Noble Systems gives us, we have been able to earn the business of three new key clients in a three-month period.

Noble Systems delivers a true solution for complete customer interactions. When this is combined with the right sort of agents, culture, and intellectual know how you end up with the closest thing to what CRM is really all about."

Mr. James K. Noble, Jr., President & CEO of Noble Systems, states, We are excited to be working with Contact 1-2-1. They had an aggressive launch date, but our Australian team was able to work with them to meet their deadlines for customized programming, installation, and training. We feel that our solution offers many benefits for service bureau users, including full flexibility, high-performance, and user-friendly program management features that help outsourcers proved responsive service for their individual client accounts. Contact 1-2-1s success with our system is a great indicator of this, and we look forward to helping them continue their growth."

About Noble Systems
Noble Systems Corporation is a global provider of complete contact center automation solutions. 30,000+ agents at almost 600 client installations worldwide conduct business from Noble Systems workstations using the ATOMS® contact center technology platform. Noble Systems is a part of the worlds leading customer communications organization, with operations in more than 30 countries.

Founded in 1989, Noble Systems manufactures, sells and supports award-winning contact center technology solutions, including predictive dialing, inbound ACD, unified call processing, ERMS and web integration, universal queues, IVR, digital recording, text-to-speech, quality control/monitoring systems, and graphical enterprise-wide workforce management.

For more information on this news item or the company, contact Lee Allum at 1-888-8-NOBLE-8 x.538 (email: lallum@noblesys.com), or visit Noble Systems online at www.noblesys.com.

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