In an effort to bolster the management and performance of customer contact center activities, CardWorks Servicing, LLC, a privately held servicer of bankcard card products, has deployed contact center technology from Noble Systems (News - Alert), a provider of unified contact center technology solutions.
As a nationally recognized servicer of credit cards, national debit cards, pre-paid cards and other card products, CardWorks Servicing was in need of an inbound/outbound contact platform that could not only improve workforce management, but also improve contact routing.
Consequently, CardWorks partnered with Noble Systems to leverage the Noble enterprise platform.
Kevin Begly, senior vice president, collections/operations of CardWorks Servicing, said in a statement, "We looked at several technology players in our search. With its proven performance for outbound and blended contact management and the flexibility to integrate within our existing environment, Noble Systems made the most business sense.”
According to Noble Systems, its Noble Solution is a complete solution for managing inbound, outbound, and blended customer contacts. Offering key technologies that today’s call centers require, the platform as a whole features an integrated, scalable system that includes predictive dialing, inbound contact management, automatic call distributor (ACD) with skills-based routing, IP-PBX (News - Alert) (Internet protocol- private branch exchange), e-mail ACD, and speech analytics.
The Noble Solution also features interactive voice response (IVR) software and text-to-speech tools for self service, automated broadcast service, digital recording, computer telephony integration (CTI (News - Alert)), integrated agent desktops, real-time reporting, multi-channel contacts, and VoIP support.
Chris Hodges, senior vice-president of sales at Noble Systems, said in a statement, “The Noble Enterprise platform is an ideal fit for financial services organizations with complex contact requirements because of the advantages it offers in functionality, flexibility, scalability and reliability. Noble also provides tools for contact management and privacy that help collections operations meet critical compliance regulations and help protect them against litigation. "
“The Noble Systems’ contact center solution will play an integral role in customer communications and account management for our collection operations," added Begly.
Edited by Blaise McNamee