The Noble SIPhony platform has been chosen to help Penncro Associates, an accounts receivable management organization, realize an affordable unified software-based communications platform that will reduce costs and remove inefficiencies in its existing Noble contact center setup.
Noble Systems (News - Alert), a provider of unified contact center technology solutions, explained that its SIPhony contact center solution combines an open platform with an integrated relational database, script and center management tools, and real-time reporting to effectively manage customer contact programs.
Penncro hopes the Noble solution will deliver a competitive business advantage by providing tools for agent productivity, campaign management, and quality assurance.
Known for its accounts receivables management and customer relationship management services, Penncro aims to simplify complex consumer relationship management programs, building revenue and customer loyalty in a seamless, cost effective environment. Penncro has now implemented the Noble SIPhony solution for unifying customer communications via a server-based telephony structure.
With a total SIP solution that supports traditional TDM or hardware-based telephony, native-IP, and hybrid platforms, Noble stated that its solution makes it easy for organizations to migrate to a SIP environment.
Carolynn Horrell, chief information officer at Penncro Associates, commented, “In upgrading our contact center technology, we went through a due diligence process to re-examine our requirements, including a competitive analysis of vendors. In exploring the range of solutions available, we found that Noble Systems continues to offer the best fit of features, performance, and cost-effectiveness to match our business goals, market strategies, and budget. By adding Noble’s improved monitoring tools, recording and real-time speech analytics to our upgraded platform, we can develop a more effective call strategy of our customer contacts, but also improve the quality of those interactions.”
Noble added that with its server-based design, SIPhony is capable of eliminating reliance on traditional proprietary telephony blades with limited scalability and lifespan, creating a more valuable longer-term investment with more flexibility for future growth.
Edited by Blaise McNamee