Noble Systems Corporation, a global leader in omnichannel contact centre technology solutions, is the recipient of TMC’s “2017 CUSTOMER Product of the Year Award” for Noble® Composer Multi-session Agent. The award is presented by CUSTOMER magazine.
The Noble Composer Omnichannel Multi-session Agent enables agents to not only handle multiple types of contacts, but to have multiple customer interactions open simultaneously. With the Multi-session Agent tools, each contact can be given skill and priority assignments. Each interaction appears on the Composer Agent Desktop, and all open interactions appear in the agent’s workspace so they can move between sessions at the click of a button. Managers can easily see which agents are working on which types of contacts. The system tracks and logs every interaction and activity by channel and by agent for complete reporting, and can record them for quality assurance and evaluation purposes.
“Today’s customer has numerous devices, both voice and text-based, with which they can contact your business. Regardless of the communication channel they choose, the only constant is that customers want accurate, timely information. Delivering the information to each customer in their preferred method creates a lot of ground for contact centres to cover”, said Chris Hodges, senior VP sales and marketing. “Noble Composer Multi-session Agent helps you maximise agent productivity with multi-session omnichannel agent assignments, allowing agents to handle multiple voice and non-voice contacts concurrently, with tracking for time and activities in each channel”.
“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honour Noble Systems with a 2017 Product of the Year Award”. said Rich Tehrani, CEO, TMC. “Its Composer Multi-session Agent solution has proven deserving of this elite status and I look forward to continued innovation from Noble in 2017 and beyond”.