Service Bureaus & Outsourcers

Improve Overall Operational Efficiency

Noble’s powerful technology solutions designed for Service Bureaus help you improve the overall efficiency of your operations by expanding agent productivity, using resources more effectively and delivering improved results for your clients.

A Solution for All Your Contact Center Challenges

Our robust suite of tools helps you solve contact center challenges and gives you the power to turn your contact center into a business-building operation.

Improve
Right-Party Contacts

Advanced dialing algorithms, superior tone and voice detection and additional sophisticated features ensure that agents can reach more live, qualified parties. Further improve contact rates with multiple phone numbers per customer, account ownership, preview dialing and multi-line dialing.

Simplify Agent
Desktop Creation

Graphical point-and-click environment makes it easy to quickly create customized agent desktops, sophisticated applications, screens and scripts without advanced programming knowledge or technical support.

Expand
Client Functionality

Give your clients the latest in contact center technologies including automated messaging, personalized notifications, self service, interactive multi-channel tools and virtual agents. Clients will have more options to utilize your services while you reduce operational costs and improve results.

Assign Inbound Calls
to the Right Agent

Use intelligent, skills-based contact routing to make sure customers are matched with the best agent to answer their questions. Agent-specific callbacks, call-recording and automatic transfers are also supported.

Create a Unified,
Omnichannel Operation

Optimize agent activity by handling inbound and outbound voice and non-voice contacts at the same time and dynamically adjusting to fluctuating contact volumes. Database integration ensures that customer records are up-to-the-second accurate.

Keep Clients
Up to Date

A robust toolset for reporting on agent, group, program and list statistics helps you direct call, meet business objectives and give your clients the details they need. View summary and detail reports on current and historical statistics in on-screen, print or email format or export information to other packages.

Manage
Compliance

Our solutions include patented tools to help you manage your operations in accordance with regulatory and industry guidelines, including wireless dialing, ANI broadcasting, abandonment rates, calling hours, recording restrictions, data security, DNC registries, FTC, TSR, TCPA, PCI, HIPAA, Ofcom, ACMA and more.

Features for Service Bureau Users

Our products and solutions are effective across all deployment types and can be customized to your specific needs.

Multi-channel Blending

Allows agents to work outbound campaigns while receiving inbound contacts across voice and non-voice channels, without having to manually switch between programs.

Custom Workflow Tools

Easily create new workflows tailored to each customer’s campaigns or modify existing scripts on the fly with a user-friendly point-and-click interface.

Customer Self Service

IVR, Text-to-Speech, Automated Speech Recognition and interactive menu options for customer self service.

Multiple Dialer Modes

Several dialing modes are provided and can be selected on a campaign basis and assigned to agent groups, including Predictive, Preview, Power, Manual and Broadcast. Additional pacing methods allow you to further refine your contact strategies.

Intelligent Inbound Routing

Noble’s advanced routing tools use skills, caller id, and menu prompts, combined with our patented SmartAccept® features to provide faster, more responsive service for inbound contacts to improve service levels and first-call resolutions while reducing costs.

Unified Databases

Integrated, relational databases with comprehensive contact histories and up-to-the-second data accuracy.

Tools to Manage Your Operation

Ensure that your operation runs smoothly and that your agents have the tools they need to be successful.

View Solution Resources

Call
List Management

Segmenting, de-duping and filtering tools make sure you have the most effective contact lists, increasing your agents’ success rates.

Multi-Program
Management

Manage multiple programs simultaneously with different pacing, lines, scripts, agents, lists and data capture selections for each program or campaign.

Omnichannel
Capabilities

Contact customers in the way that works best for them, including voice, email, SMS text and web.

Dedicated
Customer Support

Knowledgeable support experts are available 24/7/365 to keep your operations running smoothly and maintain your center’s productivity.

Contact Centres Australia

Contact Centres Australia began as a small, 12-seat bureau, and has expanded the system to 180 stations across multiple sites. As an outsourced service provider, CCA relies on its contact centre technology to help promote a competitive advantage...

Read the Case Study
QCS

Quality Contact Solutions helps clients with inbound, outbound, and email programs with a focus on increasing sales, increasing customer satisfaction and decreasing cost per contact.

Read the Case Study

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