February 18, 2010
Noble Launches TouchStar 6.0
By Brendan B. Read
Senior Contributing Editor
Noble Systems has applied its considerable expertise to TouchStar’s (News - Alert) small or midsized enterprise, or “SME,”-aimed inbound and outbound contact handling product line and intellectual property it acquired in 2009 to come out with Noble TouchStar 6.0.
Noble TouchStar 6.0 offers substantial improvements by adding flexibility and enhancing data management and reporting functions. It includes new load-balancing multi-threaded software architecture and leverages Dialogic's (News - Alert) NMS carrier class hardware while remaining backwards compatible for customers who do not support it. It also provides advanced automation of daily reporting, system activity logging and data management in a centralized user interface.
According to company officials, Noble Systems (News - Alert) acquired TouchStar’s assets and intellectual property in 2009 to improve Noble's small and medium business offerings, complement its large enterprise offer and provide TouchStar users a way forward with the resources of an experienced contact center technology partner. With the transaction, Noble Systems introduced hundreds of TouchStar customers to the Noble Solution suite featuring workforce management, desktop unification and unified contact technology along with dedicated services and support.
At the same time many large firms find SME-oriented solutions attractive and for several reasons. These include lowering total cost of ownership, or “TCO,” deploying them for divisions and subsidiaries and trialing the technologies and the vendors. TouchStar’s solutions are very robust and multifeatured with predictive dialing, ACD and IVR with auto attendant, compliance management, automated voice messaging, recording, scripting, reporting, monitoring and voicemail. The TouchStar system features modular components and multiple open integration options. These allow firms to expand, customize, and integrate the products as they grow and as the technology advances.
The TouchStar enhancements, which is likely to draw increased sales just as the contact center market picks up as the economy gradually pulls out of the downturn, will help Noble Systems meet its goal of reaching a projected 2010 revenue total, marking a 100 percent increase over 2006 levels. Analyst firm Frost & Sullivan (News - Alert) says United States contact center revenue could exceed $29 billion by 2014 while the U.S. Bureau of Labor Statistics forecasts the customer service representative sector will account for the third-highest number of jobs in the country by 2018.
“Noble TouchStar 6.0 offers substantial improvements by adding flexibility and enhancing data management and reporting functions,” said James K. Noble, president and CEO of Noble Systems. “The upgrade also demonstrates our ongoing commitment to the Noble TouchStar platform and the businesses that rely on it.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Kelly McGuire