Harmony’s Newest Version
Offers Increased Functionality for
Mobile Contact Center Management
Noble Harmony version 4 enhances the power of
Noble’s web-based supervisor interface for remote
and mobile contact center management, giving you
more tools and features for managing your critical
communications programs and resources. Designed
using HTML5, Harmony v4 features upgraded tools
for recording playback and QA, advanced speech
analytics, improved workflow and campaign controls,
and an enriched user interface. Harmony supports
multiple browsers and operating systems and is
accessible from virtually any internet-enabled device
(tablets, smart phones, laptops and desktops).
CallTech Total Contact Improves Mobile
Number Management
The prevalence of mobile phone
ownership is changing the way
companies contact their customers.
A growing number of consumers are
replacing their landlines with cell phones
as their main, and sometimes only, point
of contact. Research shows that consumer behavior for how and when
they answer a call is likely to be different for cell phones versus landlines,
with contact rates for mobile phones reaching levels as high as twice the
rate for landlines.
With the additional challenges set forth by increasing regulations and their
impact on call center productivity, it is more important than ever to utilize
effective calling strategies to optimize performance. Noble® CallTech™
Total Contact allows you to recapture lost productivity and increase Right
Party Contacts by determining which numbers – mobile versus landline – to
call at which time of day to get the most desired result.
“Noble has invested heavily in the research and analysis of millions of mobile
phone calls to design a very effective mobile phone analytic solution for
our customers,” says Thomas Miller, Vice President of Analytics for Noble
Systems. “Adding this new module to our patented CallTech system will
increase productivity for both new and existing customers.”
ShiftTrack 6.0 Upgrades Noble’s WFM Offer
Key Enhancements and Features include:
Enhanced Recording Playback and QA – view stereo
call audio and video (voice and screen, agent and line
side) recordings and create and manage scorecards
for quality assurance with the new Scorecard Designer
Noble ShiftTrack is a comprehensive WFM system that can accurately
forecast inbound and outbound call volumes, leverage flexible scheduling
processes, integrate with other corporate systems, and measure agent
adherence and center performance. The new ShiftTrack version 6.0 release
adds new features to expand functionality and new tools to increase ease
of use. New features in ShiftTrack 6 include:
Advanced Speech Analytics** – integration with Noble’s
Real-time Speech Analytics tools to monitor call audio
and alerts while calls are in progress
> Microsoft.NET Framework
Improved Ease of Use – HTML5 design increases
functionality while eliminating need to install additional
software components
> Multimedia Service Level
Enriched Management Tools – manage groups,
configure compliance and outbound pacing, schedule
workflows, and more, with mobile-friendly control panel
> Staffing Management
Upgraded Supervisor Interface – personalize the
supervisor desktop and customize dashboards and
layouts for monitoring real-time activity
Harmony version 4 includes a number of additional
enhancements in other areas. Your Account Manager
can help you learn more.
> Shift Bidding
> Overtime Publishing
> Scheduling Management
> Roster Management
> Agent Interface
Contact your Noble
Account Manager for
a complete list of
new features.