This article originally appeared in the April 2011 issue of Customer Interaction Solutions
Outbound broadcast messaging such as for credit card fraud, class changes, emergencies, flight delays and outages has become a key contact center tool as it improves service by alerting customers and others while obviating costly inbound calls. The challenge is to have a messaging solution that is easily expandable to meet needs and which is cost effective.
Noble Systems (News - Alert) has come out with a new product, Noble Messenger EC, a flexible, on-demand line capacity expansion offering for broadcast messaging that answers those requirements. It includes all the functionality of existing Noble Systems platforms without third party integration, professional service setup or any additional equipment. The cloud-based offering utilizes existing infrastructure to seamlessly expand and contract available lines based on client needs.
I recently interviewed Lee Allum Vice President of Marketing at Noble Systems to find out more about Noble Messenger EC. Here is our conversation:
Exactly, how does this system work?
LA: Existing Noble Systems customers have access, through the cloud, to virtually unlimited line capacity available through our secure servers. This offering allows them to tap into that resource on very short notice to temporarily expand capacity to meet immediate needs. Moreover, it looks exactly the same to their agents and managers – the same Noble Systems platform, screens, management tools and everything. That’s really been the issue with a lot of burstable line expansion tools on the market today – they are on/off products that are likely to create as many problems as they solve.
What are some markets where you expect this solution to be of most use?
LA: Municipalities, information providers, financial services firms, or any company that has significant outbound messaging that may require a short-term spike beyond their base capacity limits will benefit. It’s a perfect safeguard that could save significant resources by allowing a company to avoid outsourcing or an expensive upgrade for the sake of a temporary need.
How about education?
LA: We see a lot of potential but have yet to really explore it with any clients. The offering would certainly help institutions reach large numbers of students, donors or employees on a cost-effective basis. We’re hopeful it is used in that fashion and look forward to the results.
How, specifically, can this solution help in the case of a disaster?
LA: Speed is of the essence in a crisis. Mass notifications, evacuation instructions, first responder collaborations to determine occupied residences – there are a lot of applications that would be very difficult on a traditional platform. Our offering creates clear, manageable options in a disaster response scenario, where previously it would have been essential to coordinate multiple providers to achieve the same thing.
Why is now the time for Noble to release such a solution?
LA: For Noble Messenger EC, the timing was really dictated by available technology, mastery of the implementation and support processes and existing client demand. When all those factors converge, we know it’s time to launch.
Is this in response to customer demand?
LA: All of our offerings and enhancements are direct responses to client needs. We work closely with clients to understand the challenges of their businesses and tailor our solutions to meet them. In this case, technological innovation and client demand converged in a way that made this possible.
How has the market evolved these past years?
LA: Obviously, this kind of offering was impossible just a few short years ago. As cloud connectivity continues to transform the customer contact model, we’re evolving to make the best use of the technology for our clients. At the same time, we don’t innovate to follow market trends or industry buzz words. The distinctions between our Messenger EC offering and other burstable line capacity offerings should make that clear. We knew that extra capacity for our clients only made sense if it came without extra headaches.
What other innovations can we expect from your company going forward?
LA: As you’ll see later in the year, we have several significant enhancements and new offerings set to debut in 2011. Look for valuable upgrades on our flagship Noble Solution offerings and some exciting applications that make use of the cloud to offer a new level of convenience, security and flexibility to our clients.
Rich Tehrani is CEO of TMC. In addition, he is the Chairman of the world’s best-attended communications conference, INTERNET TELEPHONY Conference & EXPO (ITEXPO (News - Alert)). He is also the author of his own communications and technology blog.
Edited by Stefania Viscusi