New Agent Engagement Tools from Noble Systems Help Contact Centres See Gains in Productivity and Customer Service

Noble Systems, a global leader in omnichannel contact centre technology solutions, continues to deliver the industry’s most complete set of solutions. With three decades of experience in innovation for outbound and inbound customer contact management, Noble has recently announced a number of offerings and initiatives targeted at helping contact centres manage their most valuable resource – their employees.

Noble Gamification software is designed to increase productivity and reduce attrition across the generational spectrum of agents within the modern-day call centre by rewarding agents for meeting business goals by using challenges and competitions that earn points, recognition and cash prizes. Noble’s Gamification solution uses game mechanics to leverage both intrinsic and extrinsic motivators, encouraging agents not to just earn rewards or gain personal improvement, but to achieve both at the same time, resulting in a more desired and repeatable agent behaviour.

With Noble Conversations Analytics Now, the company introduced a native real-time speech analytics platform. With in-call screening, including compliance and positivity scores, agents can receive immediate feedback on script adherence, next steps and the customer experience, allowing them to handle calls more efficiently and more effectively – improving the opportunity for them to achieve their goals on the first call, and delivering better customer service. Noble Conversations Analytics performs post-interaction analysis of recordings to provide critical data on trends, quality and agent training needs to help managers make more informed decisions.

Noble also recently released an upgraded mobile application for its ShiftTrack WFM solution. Available as a download for both iOS and Android devices, Noble ShiftTrack Mobile gives agents easy access to see their current and upcoming work schedules, receive notifications for schedule changes and view their schedule adherence status. This tool makes it easier for agents stay on top of their work schedule from virtually anywhere, fitting into today’s busy, on-demand lifestyles.

At the company’s recent US region Select Noble Users Group conference, they introduced the Noble Composer Power Users Group. Composer is Noble’s powerful omnichannel agent desktop environment, which goes far beyond simple scripting to create a unified interface that consolidates data, automates processes and streamlines agent workflow. Members of the Composer Power Users Group will be able to connect with each other to share their experiences, insights and tools for building unique applications that meet business needs whilst creating a better agent experience and faster service for customers.

Chris Hodges, SVP sales and marketing, comments on the recent developments: “Noble Systems was started by a call centre owner more than thirty years ago. We’ve seen the market go through many phases, and we are excited about the turn towards more agent-focused solutions. Even with today’s growing technologies, agents are still the heart of the contact centre, and investing in the right tools and development programs to help them succeed is a key component for growing companies. Artificial intelligence, process automation, and gamification are gaining in popularity as methods to help make an agent’s job easier, whilst rewarding them for their achievements. It’s a win-win environment and helps increase agent productivity and retention, ultimately leading to greater customer satisfaction.”

About Noble Systems

Noble Systems is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Engagement and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and blended omnichannel communications, strategy planning, resource management and compliance tools for companies of all sizes. Our premise, cloud, and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics, workforce management and gamification. With a portfolio of 165 patents and growing, Noble leads the way in pioneering solutions for the contact centre market workforce management and gamification.

For more information, contact Sian Ciabattoni on 0161 772 7100 or visit