SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




Noble Systems Intros New Workforce Management Solution
Outbound Call Center Featured Article

Noble Systems Intros New Workforce Management Solution

Share
Tweet
October 03, 2008
By Jayashree Adkoli
TMCnet Contributor


Noble Systems Corporation, a provider of contact center technology solutions, has unveiled a new comprehensive workforce management system, Noble WFM. The new solution offers forecasting, scheduling and staffing management for centers of all sizes, in order to help them improve their service levels and as well cut costs.

 
According to Noble, the new workforce management system can automate all the facet s of the workforce management experience. Some of the key automating abilities of the system include: accurately forecasting call volumes, which is a tedious process; flexible scheduling processes for both call and non-call activities and for both call center and back-office personnel as well as produce reports that measure agent and center performance.
 
Other key benefits of Noble WFM include the ability to receive useful information and help make fast and more informed decisions; manage the workforce across multiple contact centers at different time zones; optimize the workforce at lesser cost and thereby improving profitability; increase productivity by choosing skills that suit the right channels; and finally, improving the communication between agents and supervisors.
 
The Noble WFM is available as an integrated component of the unified Noble Solution suite - for both inbound and outbound customer communications and includes a predictive dialer; automatic call distributor (ACD); digital recording; integrated interactive voice response (IVR); unified contact processing for voice, email, and Web; desktop and workflow design; messaging; quality control/monitoring systems; scripting; real-time reporting and management tools.
 
According to Noble, its new Noble WFM system will become the foundation of the Noble Workforce Optimization (WFO) Suite, which can integrate workforce management with company’s quality assurance, scorecard and speech analytics tools. All these features will facilitate contact center management with total visibility into quality and performance.
 
The company also said Noble WFM system supports integration with Avaya, Cisco (News - Alert), Nortel, Siemens and other ACDs. The system is compatible with other corporate systems and software applications as well.

Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.

Edited by Stefania Viscusi

Article comments powered by Disqus
Outbound Call Center Home Page





Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy