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November 2008 | Volume 27 / Number 6
High Priorty

Noble’s Web-Based Agent Tools

By Rich Tehrani

Noble Systems Corporation recently introduced the Noble Composer Web Agent, an agent workflow design and desktop unification tool for Web-based agent environments. The company believes the solution can help companies improve agent productivity, reduce training costs, increase customer service quality, and leverage technology investments.

In 2006 Noble Systems released the original Noble Composer product which allowed users to create customized scripts, using WYSIWYG (what you see is what you get) tools to build scripts and agent desktops with on-screen layout, drag-and-drop, and point-and-click features; add fields, labels, text, pictures, and buttons; or link to tables, launch external programs, generate screen pops, and more. The Composer also featured enhanced program launch capabilities, to support direct access to third-party applications from the agent desktop.




Well, Noble Composer Web Agent leverages the desktop design tools that were introduced in the Noble Composer product and expands them to add more functionality for use in browser-based applications. This latest offering from Noble is designed using the Microsoft Windows .NET framework and offers support for multiple browsers and multiple operating systems.

I had the opportunity to pose several questions to Chris Hodges, the Senior Vice President of Sales and Marketing for Noble Systems. His responses appear below.

RT:
What will Web-based agent desktops do for contact centers?
CH:
Noble’s Web-based agent desktops allow contact centers to deploy new seats rapidly without having to invest in expensive desktop hardware or Windows licensing. Noble’s web-based agent desktops also enable the “contact center without walls,” so that agents can be located anywhere, on any platform (which supports web), for any type of transaction.

What specifically does programming using Microsoft’s .NET allow Noble Systems to do?

The Microsoft .NET framework allows Noble Systems to utilize the newest code base available from Microsoft, and to use more efficient technologies such as Serialized XML and ASPX. This also provides a method for our clients to develop specialized functionality of their own and incorporate (such as customer DLLs) it into the Composer Agent Desktop without requiring additional professional services.

RT:
How does using Microsoft’s .NET framework help your customers?
CH:
The Microsoft.NET framework increases performance at the desktop level and gives our users a method for developing their own interfaces for Composer Agent Desktop.

Please describe how your desktop unification tool helps customers in the real world.

Noble Composer Web Agent allows our customers to integrate many of their legacy applications into the unified Composer.

Agent Desktop, creating a single portal for which their agents can work and access multiple toolsets, including stand-alone executables, mainframe applications, and Web-based applications. The unified desktop simplifies training of new agents, streamlines agent workflow, and increases productivity. For example, in an inbound customer service application, agents can have access to multiple legacy mainframe systems, as well as to CRM and other marketing data for a total view of a customer. With a single click or key function, the agent can pull data from multiple sources and perform multiple updates or actions across applications.

RT:
Do you see Unified Communications playing a role in contact centers?
CH:
Yes. Agents are already handling many different types of transactions, and we expect this to continue growing as new modes of communication are introduced, including voice, video, chat/IM, SMS, e-mail, fax and standard mail. Unified communications also includes mainframe systems and all of the disparate applications an agent might access. With multiple channels and multiple systems consolidated into the agent desktop, universal agents can simultaneously handle a range of contacts and processes.

RT:
Where do you expect Noble Systems to be in five years?
CH:
Noble Systems has been an industry leader for two decades, providing multi-channel customer contact management in call center environments for leading organizations around the world. In 5 years, we will continue to offer unified solutions to provide the best productivity, flexibility, scalability and value for contact centers around the globe. We have always been contact center experts — this is the heart and soul of our company and of our products. As an applicationoriented provider of technology, we offer unique solutions to enable our users to lead their respective industries.

RT: Give me one surprising contact center prediction.
CH: The world economic crises will force more companies to outsource contact center functions.

The currency exchange rate will hold many of these opportunities onshore in the U.S.

It is more crucial than ever for contact centers to become more efficient. Not only will contact centers need to provide unified communication channels, their agents will need to be more universal in their skill sets, as well, to handle cross-functional assignments.

There will be an increase in demand for Workforce Management (WFM) to help contact centers achieve optimum efficiencies.

– Rich Tehrani is TMC's (News - Alert) Group Publisher.

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