Noble Systems Introduces Conversations Analytics

Noble Systems, a global leader in omnichannel contact centre technology solutions, announced the release of Noble® Conversations Analytics, a native speech analytics application for the Noble Contact Centre platform.

Contact Centre CLUB

Speech Analytics helps companies improve service and performance by mining the data from customer interactions to see trends, identify best practices, manage compliance, and gain deeper insight into contact centre, customer, and agent activities so that they can make more informed decisions. Conversations Analytics offers post-call screening, while Conversations Analytics Now delivers real-time analysis for more proactive service. The new products were developed by Noble using its own intellectual property, and offer direct integration with Noble’s management and recording toolsets for greater functionality and usability.

“Our speech analytics tools have always offered deep business intelligence on trends and patterns in customer behaviour,” said Chris Hodges, SVP Sales and Marketing for Noble Systems. “Now, we can offer a solution that is completely integrated with our contact centre environment, reducing the reliance on external systems for a more seamless user experience. We are excited about the new opportunities that Conversation Analytics gives our clients to extend their insight into the contact centre.”

Noble Conversations Analytics is available as a part of Noble’s single-code base premise and cloud platforms. The new solution was unveiled at this week’s 2018 Select Noble Users Group conference in Florida, giving attendees an advance look at the new features. Current Noble speech analytics users will be able to migrate their existing product to take advantage of the improved toolset.