Email and Web

The Noble solution offers integrated options to enable customer contact through the internet, in addition to traditional telephony media. This web-integration technology allows you to manage email, web contacts and chat messages as efficiently as telephone calls, so you can further maximize agent resources.  The Noble ERMS (Email Response Management System) provides an ‘Email ACD’, including skills-based routing and automated response. Our Noble Web Callback features allow customers browsing your Internet site to request a telephone call response. All Email and Web contacts enter into the Noble ‘Universal Queue’ for efficient routing and handling.

Our email and web solutions integrate directly with our ACD to provide multimedia contact management from a single point, and offers workflow, quality control, and extensive reporting tools. All interactions are queued, routed and managed from an intuitive, menu-driven interface, ensuring optimum contact center efficiency and outstanding customer service. 

Support Multi-Channel Communications
In today’s ‘demand’ economy, consumers are accustomed to a wide variety of choice. E-Service capabilities are a requirement for a complete customer communications solution. Email and Web Callback give you additional opportunities to communicate with your customers by letting them select the channel that is the most convenient for them.  

Establish Workflow Management
Agent groups can be designated to exclusively receive and respond to emails and web callbacks. Or, using our Universal Queue technology, groups can be blended to handle email and web along with inbound or outbound telephone calls. You can set priorities for telephone calls over e-services, and vice-versa, depending on your program goals.   

View Real-Time Data & Reports
All incoming email and web requests and agent responses are stored in the central Noble database, allowing data analysis, data mining, and reporting capabilities.