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Contact Center Monitoring Experience Just Got Better

3rd Party Remote Call Monitoring Feature

February 12, 2016

Contact Center Monitoring Experience Just Got Better

By Rory Lidstone, Contributing Writer

Unified contact center technology solutions provider Noble Systems (News - Alert) Corp has released the latest version of its Harmony contact center management solution. Version five of the Web-based supervisor interface for remote and mobile contact center management features a redesigned user interface and enhanced tools for agent and group maintenance, along with quality assurance and call monitoring/recording capabilities.


Like its predecessors, Noble Harmony 5 supports multiple browsers and operating systems and is accessible on tablets and smartphones, as well as laptops and desktops. From any of these devices, Harmony 5 provides access to Noble’s management tools, allowing managers to stay abreast of contact center activities from anywhere. In particular, managers can organize workgroups, configure workflows, monitor agent activities and compliance, define alerts and what triggers them, analyze results, audit changes, and more.

Of course, like any contact center management tool, Harmony 5 incorporates call monitoring features. While it may be that call recording is not just for call centers anymore, no contact center solution is complete without this feature. In the case of Harmony, the solution enables managers to select and analyze call recordings for quality assurance (QA) scoring and compliance. It also features advanced monitoring functions like screen recording, agent monitoring and real-time analytics.

“High-performance contact centers compete in a global marketplace that has moved beyond the traditional wired-workstation models. Remote and mobile management access is a necessity in today’s distributed business environments,” said Jason Ouimette, vice president of product management at Noble Systems. “With Harmony, Noble clients have access to real-time performance statistics and the ability to manage resources from anywhere, at any time.”

Key enhancements introduced in Harmony 5 include an enhanced user experience with a new wallboard interface, update menus, improved data display and more intuitive navigation. This is complemented by upgraded agent maintenance tools that allow for more efficient management of agents, groups and resources. Finally, Harmony 5 offers more advanced QA management than prior versions thanks to integration with Noble’s QA tools, including enhanced audio and video recording.




Edited by Rory J. Thompson
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