Noble Composer 9.2 Streamlines Agents' Desktops: Wherever They Are

By Brendan B. Read, Senior Contributing Editor

The easier and faster it is for agents for navigate their desktops, with less chance of foundering the more productive they will be.

That’s the multi-win—agent, customer and company--logic and ROI behind desktop unification software. And Noble Systems has made sailing to the outcomes even more effortless with greater profits with the launch of Noble Composer 9.2 Web Agent, the next generation of its interface for creating web-based contact center agent desktops.

Noble Composer 9.2 Web Agent builds upon the scalable desktop unification design tools introduced in Noble Composer program, expanding them to include greater functionality for browser-based applications.

Noble Composer has been designed using the Microsoft Windows .NET (News - Alert) framework to ensure unmatched flexibility. As it functions in a web-based environment, the program can be accessed from any location through a broad array of desktop and mobile devices, seamlessly integrating work-from-home agents and off-site personnel. This last set of functionality is becoming even more important as agents are increasingly working from anywhere, at any time.

The new and enhanced capabilities featured in Noble Composer 9.2 Web Agent include:

*          Intuitive desktop design tools in a point-and-click environment that allows users to develop customized workflows without programming knowledge or expensive technical assistance

*          Flexible agent desktop screens that enable users to allow agent access to tools by campaign for point-and-click navigation

*          Web-based support for Noble Mimic, an agent desktop management portal that utilizes common interfaces for multiple data sources, workflow automation, call scripts and tools for communicating with customers

*          Lightweight Directory Access Protocol (LDAP) support to avoid the confusion of multiple agent login IDs. LDAP and Microsoft (News - Alert) Active Directory service integration allow simplified user administration including addition and deletion of users, management of user permissions and user authentication

*          Enhanced support for the Noble Composer Debtor Contact Management System (DCMS), a customizable workspace that empowers account recovery agents to move seamlessly between predictive, preview and ‘push-to-connect’ dialing

Noble Composer 9.2 had been hinted at Noble System’s Ninth Annual Select Noble Users Group conference earlier this year that featured the latest product offerings from Noble to guests from 100+ companies based in the U.S. and Canada. Conference highlights included an on-stage demo of Noble System’s mobile application for the Apple (News - Alert) iPad, a tool expected to become available to customers later this year. Attendees also discussed new features for Noble Maestro management tools, best practices for the Noble Workforce Management suite: and the web version of Noble Composer agent desktop.

“Noble Composer Web Agent continues to evolve, offering even more advantages for the web-based agent environment,” says James K. Noble, Jr., President and CEO of Noble Systems (News - Alert). “It combines the award-winning functionality of Noble Composer to unify the agent desktop with an expanding suite of features that improve flexibility, productivity and the customer experience. What’s more, Composer 9.2 Web Agent delivers results without requiring expensive transitions to a new operating system or agent device.”

(source: http://web-self-service.tmcnet.com/topics/agent-answers/articles/95993-noble-composer-92-streamlines-agents-desktops-wherever-they.htm)