Noble Systems Fills a Void for Contact Centers with New WFM Offering

In a bid to fill a “void” that contact center technology provider Noble Systems (News - Alert) says exists in many Workforce Management (WFM) offerings, the company has announced a new Outbound WFM offering that focuses on outbound and blended communications for improved forecasting and scheduling in these environments.

 

The new Outbound WFM module for Noble Workforce Management focuses on providing the tools these environments need to be successful. Other WFM products, the company says, only focus on inbound communications. With their offering, call centers in all industries can better forecast call volumes, schedule agents and produce reports for inbound, outbound and blended programs.

 

The company also noted that the offering provides integration to Avaya, Cisco, Nortel (News - Alert), Siemens, and other popular PBXs, and is compatible with other corporate systems and software applications.

 

By including workforce management solutions in the contact center, it is possible to make faster, more informed decision that lead to improved results and greater value for the contact center.  In addition, WFM solutions make it easier to manage and schedule agents and ensure that everyone is working productively and delivering top services at all times. This, Noble Systems notes, can help contact centers to quickly reduce staff costs by 20 percent or more and help them to achieve a return on investment within a matter of months.

 

James K. Noble, Jr., President & CEO of Noble Systems, said, “We have found that most of the traditional WFM solutions are lacking in features for outbound management. With the Noble Outbound WFM product, we deliver tools specifically designed for outbound and blended campaigns and workforces. We believe that our unique approach differentiates the Noble WFM solution from the competition.”

 

A year ago, the company also made headlines with the announcement that The Fuel Agency (TFA) selected them to provide contact center automation technology to manage all of TFA’s telemarketing and call center activities for its Melbourne advertising operation.