Omnichannel
Communications

The Noble solution offers integrated options to enable multichannel customer contact in addition to traditional voice channels. Our omnichannel solutions allow you to manage email, SMS (short message service) texts, social media, and web chat and callback messages as efficiently as phone calls, so you can further maximize agent resources. The Noble ERMS (Email Response Management System) provides an ‘Email ACD’, including skills-based routing and automated response for emails, SMS and social media strategies. Our Noble Web features allow customers browsing your Internet site to interact directly by chatting with an agent or to request a phone callback. All contacts enter the Noble ‘Universal Queue’ for efficient routing and handling.

Our email, SMS, and web solutions integrate directly with our inbound and outbound engines to provide multimedia contact management from a single point, while delivering tools for managing workflow, quality control, and reporting. All interactions are queued, routed, and managed from an intuitive, menu-driven interface, ensuring optimum contact center efficiency and outstanding customer service.

Support Multi-Channel Communications

In today’s ‘demand’ economy, consumers are accustomed to a wide variety of choice. E-Service capabilities are a requirement for a complete customer communications solution. Email, SMS, Social Media, Web Chat, and Web Callback give you additional opportunities to communicate with your customers by letting them select the channel that is the most convenient for them.

Establish Workflow Management

Agent groups can be designated to exclusively receive and respond to emails, web chats, and web callback requests. Or, using our Universal Queue technology, groups can be blended to handle email, SMS, social media, and web along with inbound or outbound telephone calls. You can set priorities for telephone calls over e-services, and vice-versa, depending on your program goals.

View Real-Time Data & Reports

All incoming email and web requests and agent responses are stored in the central Noble database, allowing data analysis, data mining, and reporting capabilities.