Call Center Management Feature Article
September 13, 2012
Noble Systems' Next-Gen Contact Center Agent Desktop Interface Simplifies Management
By Amanda Ciccatelli, TMCnet Web Editor
Every day, agents interact with complicated technologies that are advancing at such a rapid pace that contact center environments are nothing like what they were just a few years ago. Now, with such powerful solutions available, business can be conducted faster than ever as the amount of transactions being processed continues to increase.
But, because so many systems are in use, the agent user environment has become extremely complex. It is not uncommon for agent desktops to have twenty or more applications that deliver a wide range of functionality. However, they don’t necessarily conform to the way agents and business processes work, or work together with the other applications. Each application has a different user interface that agents have to learn in order to navigate through workflows efficiently.
Luckily, Noble Systems (News - Alert) Corporation, a provider of unified contact center technology solutions, has just launched Noble Composer X, the latest version of its agent desktop interface that makes it easy for contact center managers to develop agent workflows and to unify the agent desktop environment.
Based in Atlanta, Noble Systems has provided contact center management solutions to millions of customers worldwide using its award-winning Noble platform for inbound, outbound and blended communications. The integrated Noble solutions includes advanced ACD and predictive dialing, unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, real-time reporting and management tools.
“Breakthrough contact center results are based on the productivity of each individual agent,” said Paul Luketich, general manager of Noble Systems Australia, in a statement. “Composer X offers unmatched customization, flexibility, features, and functionality to minimize agent inefficiencies and optimize results. It also speeds and simplifies management functions and supports improved workflows to guide agents through campaigns more efficiently.”
Since its launch in 2005, the Composer series has delivered unified contact center agent desktops with versatility and accessibility. Each version of Composer has been designed with an easy-to-learn, intuitive feature set so team members can get to work quickly.
Within Noble’s premise and cloud-based solutions, Composer X supports desktop and development configurations to create a unified desktop, allowing agents to access information from multiple sources in just one interface. This significantly decreases call handle times and improves customer service. Additionally, Composer X can run on Windows, Mac or Linux desktops with only a Web browser and offers flexibility through thick or thin client-server architecture environments.
Composer X enhancements and features include Deployment Flexibility, Web or WinForm User Interfaces, Desktop Designer, Compliance Tools, Web Power, and Productivity Boost.
Currently, Composer X is available with Noble’s unified contact center platform or as a point solution when integrated with a third-party ACD.
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Edited by Allison Boccamazzo