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Call Management

Noble Call Management gives you the power to efficiently manage inbound and outbound contacts and to monitor and analyze activities and information. Intelligent call routing for incoming, outgoing and blended communications ensures that calls are handled quickly and effectively based on your unique business rules. Flexible deployment options support your contact center structure, whether a single site or a network of centers.

Real-time access to activities and powerful reporting and analysis tools allow you to monitor programs and identify areas for improvement to help you meet performance goals. With a suite of features for call management, Noble Systems enables you to choose the strategies that best fit your organization’s needs, both now and in the future.


Features:

  • IVR supports dynamic call routing and self-service programs
  • Virtual Assistant keeps on-hold callers informed of their status and facilitate call-backs
  • Skills Based Routing (SBR) sends customers to agents with the right skill-set to assist them and to increase first-call resolution
  • Outbound Dialing controls manage pacing and dialing modes
  • Inbound Processing gives incoming calls priority over outbound contacts
  • Blended Agents maximize productivity by optimizing agent time
  • Call Queue Monitoring allows managers to view real-time inbound and outbound queues and re-assign agents or move calls for better service
  • Least Cost Routing manages the most cost-efficient call-flow based on your business rules
  • Distributed Call Center support to manage remote centers and to route calls between multiple sites
  • Integrated Email and Web contact management with the Universal Queue to create a single-point for managing multiple communication channels


Benefits:

  • Improve Agent Productivity & Campaign Results
  • Enhance Your Customer Interactions
  • Reduce Dropped & Abandoned Calls
  • Increase First Party Resolutions & Customer Satisfaction
  • Monitor Organizational Performance
  • Unify Your Communications Platform with Multi-Media Routing