Noble Systems Intros New Workforce Management Solution
October 03, 2008
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.
Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.
The company also said Noble WFM system supports integration with Avaya, Cisco (News
), Nortel, Siemens and other ACDs. The system is compatible with other corporate systems and software applications as well.
Edited by Stefania Viscusi