ACD: Inbound Contact Management

The Noble® ACD provides a unified solution for managing multi-media inbound communications within a universal queue. Our ACD uses skills-based routing to effectively manage inbound calls, emails, chats, and faxes into your contact center. Maximize customer service and contact center productivity through a combination of intelligent routing and comprehensive real-time management tools.

Maximize Agent Resources
Noble Systems turns your agents into universal agents, managing blended contacts at each station. Rather than sitting idle while waiting for incoming contacts, your agents can handle outbound communications, including voice, email, web, or fax.

Define Priority Queues by Program
With Noble you can define how contacts enter the queue to help control wait times during busy periods. You can set priority levels for all inbound and outbound communications channels. Using DNIS selection, contacts can be prioritized by program, according to service level goals, for speed of response.

Maintain Unified Contact Histories
Noble's built-in enterprise relational database stores all customer contact histories in a single, unified database. You can view communications and notes for all inbound and outbound contacts in one place for efficient account management.

Increase First Call Resolutions
The Noble ACD provides intelligent routing to distribute inbound contacts efficiently, reducing the number of abandoned and or dropped calls. Skills-based Routing and other defined parameters direct your customers to the most appropriate agent or group to handle their call. Fewer call transfers and "hold" times help you serve your customers' needs on the first call.

Offer Customer Self-Service
The Noble ACD works with our built-in IVR features. You can offer callers the information they want through self-service options, reducing the need to speak to an agent. With our inbound IVR, customers can access data automatically, serving them more quickly and lowering call costs.