Real-Time Speech Analytics Gives
You the Power of Personalized
Coaching on Every Call
In a perfect world, your most experienced managers
would coach each single agent call to make sure
that corporate standards are followed with every
conversation. In reality, of course, this is impossible.
Real-Time Speech Analytics (RTSA) gives you the
ability to provide every agent with a personalized
coaching session on every call.
RTSA solutions take traditional speech analytics to the
next level, providing feedback of live calls as they are
happening, and then delivering recommendations for
the next action to improve the customer experience.
With access to real-time information and decisioning
tools, agents and managers can respond immediately
to emerging issues as they are happening, rather than
waiting to make a follow-up call at a later date.
Noble® RTSA can help identify opportunities or
situations as interactions are taking place, and can
automatically send the agent the right information for
the next step. This allows them to answer a question or
resolve an issue more efficiently, or to take advantage
of the potential for a new sale or service upgrade.
The system can also notify a manager that an agent
needs assistance with a difficult caller.
Noble’s RTSA solution also offers Interaction Scoring
to aid in performance management, with two
scoring factors for each call. The “Compliance” score
measures agent conformance with rules, regulations
or best practices. The “Positivity” score uses phrases
and sentiment detection to indicate a customer’s
satisfaction with the interaction. This information is
invaluable to compliance and training efforts.
The ability to take action quickly while conforming to
best practices and compliance regulations results in
a better customer experience, improved customer
satisfaction, reduced costs, decreased customer and
agent churn, and increased revenues.
Contact your sales rep to learn more.
Noble Systems Leads the Outbound Dialer
Market for Second Consecutive Year
Noble Systems has received the Frost & Sullivan
2014 Market Share Leadership Award for the North
American Outbound Dialing Systems market. The
award marks the second consecutive year that Noble
has been ranked as the market leader. At the heart
of its continued growth is Noble’s key performance
drivers of flexible deployment options, compelling
feature set, and strength of offering.
The Award recognizes the company’s leadership position within the industry
based on sales. Noble Systems’ client base has grown to more than 20 percent
of the outbound dialer systems market, maintaining its position at the head
of the marketplace. Of note are Noble’s growing patent portfolio and brand
strength, its TCPA wireless compliance solution, speed to lead applications for
inside sales groups, and flexible options for both large and small organizations.
“For the second consecutive year Noble Systems has achieved greater than
20 percent market share in the Outbound Dialing Systems market, increasing
its share over 2013 and maintaining its market leadership position,” said Nancy
Jamison, principal analyst, Customer Contact at Frost & Sullivan. “The company
has achieved this through continuous innovation, a keen knowledge of and
execution on market requirements, and superior support of its customers.”
Noble TCPA Wireless
Compliance Solution Earns
Industry Recognition
Noble’s patented TCPA Wireless Compliance
Solution continues to garner industry recognition
for its innovative, best-in-class compliance management capabilities. The
Compliance solution recently received a “2014 Product of the Year Award”
from TMC (a global, integrated media company) for helping companies
safeguard their customer contact operations. Noble Systems’ innovative TCPA
Compliance solution allows companies to directly address the new regulations,
so that they can maintain compliant business practices and avoid penalties.
“Congratulations to Noble Systems for receiving a 2014 Communications
Solutions Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Noble has
demonstrated true innovation and is amongst the best solutions that facilitate
voice, data and video communications brought to market in the past twelve
months. I look forward to seeing them deliver continued innovation in the future.”
Jim Noble is Honored as a ‘Most Admired CEO’
Jim Noble, Jr, has been honored as one of Georgia’s “Most Admired CEOs”. The program, sponsored by the
Atlanta Business Chronicle, recognizes outstanding leadership and achievement among top chief executive
officers in Georgia. Over 1,100 nominations for the Most Admired CEO program were received. In its inaugural
year, the program recognized leaders from a number of industries, including commercial and residential real
estate, manufacturing, technology, banking and finance, health care, professional services, hospitality, education,
and non-profit groups. Finalists were selected based on a number of criteria, including leadership, values, vision,
company financial performance, work environment, community contribution, and more.