Contact center managers and leaders can now look to Noble Speech Analytics to align agent performance with overall goals.
Atlanta, GA (PRWEB) May 02, 2012
Noble Systems Corporation, a global leader in unified contact center technology solutions, today announced significant enhancements to Noble® Speech Analytics that provide insight into contact center activities and show performance on key initiatives between sites, between teams within a site and even between agents on the same team. Powered by Nexidia, a leading provider of customer interaction analytics solutions, Noble Speech Analytics can now help companies tell at a glance how well their overall contact center operations are meeting organizational expectations.
“Our speech analytics tools have always offered deep business intelligence on trends and patterns in customer behavior,” said James K. Noble, President and CEO of Noble Systems. “Today, that insight extends into the contact center to offer key performance metrics for agents. Contact center managers and leaders can now look to Noble Speech Analytics to align agent performance with overall goals.”
Available as an on-premise or hosted solution, Noble Speech Analytics can automatically organize calls by user-defined skills and categories, providing agents a score based on how well they met the criteria. By displaying results in this manner, supervisors no longer have to guess which teams or agents need help, or which calls they should listen to for a more complete performance review. Armed with this information, training can be developed for the most critical issues and delivered to the specific agents who need it most.
The upgrade was announced at Noble Systems’ 11th annual Select Noble Users Group (SNUG) conference. Other product upgrades featured at SNUG 2012 include enhancements to Maestro (Noble’s award-winning management portal), Composer (Noble’s unified agent desktop), and Harmony (Noble’s groundbreaking browser access tool for remote and mobile contact center management). The conference combines business experts, industry leaders and product specialists to help users optimize their investments in Noble Systems’ suite of contact center technology solutions.
About Noble Systems
Noble Systems Corporation is a global leader in unified contact center technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 4,000+ client installations worldwide using the award-winning Noble platforms for inbound, outbound and blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialing; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform. For more information, contact Lee Allum at 1.888.8NOBLE8 or visit http://www.noblesystems.com.