Solutions: Omnichannel Contact Center
Whitepaper: Getting Your Contact
Center in Top Gear
Noble’s Omnichannel Solutions offer integrated options for multi-channel contact center solutions to support customer contact through a range of channels, meeting today’s consumer demand. This web-integration technology allows you to manage email, web, SMS, and social media contacts as efficiently as telephone calls, so you can further maximize agent resources. Contacts from all channels enter into the Noble ‘Universal Queue’ for efficient routing and handling, using skills assignments for distribution to agents. Managers can view activities, monitor sessions, and generate reports for multichannel transactions.
Set priorities for telephone calls over e-services, and vice-versa, depending on your program goals. Plus, with Skills-Based Routing (SBR) you can ensure that customers are sent to the right agent every time, increasing first-call resolutions and building customer satisfaction.
With unified customer data you can ensure that customer records are up-to-the-second accurate, no matter which channel they choose, thereby reducing hold times and transfers. You can also connect customers with the right agent and improve first-call resolution.
Configure your solution to your unique multi channel customer service requirements including agent location, architecture and more. Plus, with Noble it’s easy to scale up or down as you grow and manage overflow agents during peak seasons.
Agent groups can be blended to handle email, SMS, social media and web with our true multi channel contact center solutions. They can also move fluidly between incoming and outgoing contacts without having to log in and out of programs.
Omnichannel integrates directly with our ACD to provide multi-channel contact center management from a single point, and offers workflow, quality control and reporting tools. All interactions are queued, routed and managed from an intuitive, menu-driven interface, ensuring optimum efficiency and outstanding customer service. With user-defined routing, the system transfers incoming messages to the right agents, groups or departments. Groups can be designated to exclusively receive and respond to different channels, or blended to handle multiple channels, with priorities for calls over emails, SMS, etc. All incoming and outgoing customer contacts and agent responses are stored in the central Noble Database, allowing data analysis, data mining, and standard reporting capabilities. The Noble Messaging Management Console lets you manage bulk email/SMS distributions.
We are using Noble for multimedia processing of all inbound and outbound contact types, and we are seeing great results. Noble helps us develop our strategies for different groups. We can use SMS and Email to reach members that we can’t make contact with via phone or other methods.
Contact us for more information on our complete suite of contact center solutions.