Effective contact center management means having the right people doing the right things at the right time. Our WFM solution removes the guesswork from the process to allocate resources and achieve the best possible results.
Atlanta, GA (PRWEB) October 08, 2014
Noble Systems Corporation, a global leader in contact center technology solutions, announces the release of Noble ShiftTrack 6.0, an update of Noble Systems’ workforce management (WFM) offer. Noble ShiftTrack is a comprehensive WFM system that can accurately forecast inbound and outbound call volumes, leverage flexible scheduling processes, integrate with other corporate systems, and measure agent adherence and center performance.
Noble ShiftTrack v6 has been converted to the Microsoft.NET Framework, supporting more functionality and improving ease of maintenance. Other key enhancements include:
> Shift Bidding and Overtime Publishing – new tools to configure and publish shift schedules and overtime availability and allow agents to bid for them via the ShiftTrack Remote mobile application for agents
> Multimedia Service Level – expanded management for service level distributions across media types
> Improved User Interface – updated look and feel for manager and agent screens improve navigation and streamline tasks while adding new tools
> Enriched Scheduling Management – increased controls for managing scheduling functions, including breaks, appointments, activities, leave, holidays, locations, etc, and for locating and managing staffing resources
> Upgraded Roster Management – improved tools for managing rosters including availability, shrinkage, filters, shift and staff details, etc
“Effective contact center management means having the right people doing the right things at the right time – it’s that simple,” says Chris Hodges, Noble Systems’ Senior VP sales and marketing. “Our WFM solution removes the guesswork from the process and allows team leaders to allocate resources and achieve the best possible results.”
About Noble Systems
Noble Systems Corporation is a global leader in the customer communications industry, providing innovative solutions for Unified Communications, Business Process Management and Analytics. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of multi-channel inbound, outbound and blended contact processing, strategy planning, and resource management tools for companies of all sizes. Our premise, cloud, and innovative premise/cloud hybrid platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, interaction analytics and workforce management. For more information, contact Lee Allum at 1.888.8NOBLE8 or visit http://www.noblesystems.com.