Omnichannel Contact Center Features
Optimize agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions.
- Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, SMS text, web chat, and social media.
- Simultaneously manage inbound, outbound and blended communications without having to log in and out of programs.
- Combine all channels on a single platform to improve contact center efficiency and profitability.
Put Our Omni-Channel Solutions to Work For You
The Noble Systems omnichannel platform gives you the power to take your contact center from ordinary to extraordinary.
Prioritize Your Best Channels and Agents
Set priorities for telephone calls over e-services, and vice-versa, depending on your program goals. Skills-Based Routing (SBR) ensures that customers are sent to the right agent every time, increasing first-call resolutions and building customer satisfaction.
Enhance Customer Satisfaction
With unified customer data you can ensure that 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.
Customize and Scale Your Solution as Needed
Configure your solution to your unique 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.
Enjoy Contact Blending and Universal Queues
Agent groups can use blended dialing, inbound blend, and blended channels for email, SMS, social media and web. They can also move fluidly between incoming and outgoing contacts without having to log in and out of programs.
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.Navy Federal Credit Union