Contact center solutions provider Noble Systems Corporation is powering productivity and efficiency for industries ranging from banking to collections, fundraising and healthcare, so their telemarketing, appointment setting, survey and other contact center needs, exceed expectations.

The company’s on-demand platform not only caters to the needs of today’s on-the-go users but is set-up to adapt to the constantly changing needs of the industry.

To find out more about how their IP contact center solutions are helping companies achieve greater performance and lower costs, I caught up with Lee Allum, vice president of marketing at Noble (News - Alert) Systems.

Our exchange follows:

What industries does Noble Systems cater to and what are some of the offerings you provide?

Noble solutions are powering contact center operations for companies across a broad range of industries, such as banking and financial institutions, collection agencies, consumer products, fundraising, healthcare, home improvement, home services, magazines and newspapers, market research, mortgage companies, service bureaus, and telecommunications. The Noble platform is designed to adapt to the constantly changing needs of each center and each individual application, enabling clients to achieve new levels of productivity and efficiency. Noble provides high-performance contact center solutions for collections, appointment setting, lead generation, customer service, telemarketing, surveys, and more – covering the full scope of the customer relationship spectrum.

What is the importance of customer communications across multiple channels?

In today’s marketplace, people have busy schedules and are always on the go, and they are becoming accustomed to getting things ‘on-demand’. Therefore, it is important for companies to offer their customers multiple streams for communications, so that they can reach you – and you can reach them – in ways that are most convenient for them and when they are receptive to what you have to offer.

How do IP Contact Center solutions help reduce costs?

IP Contact Center solutions eliminate the reliance on traditional proprietary telephony blades with limited scalability and lifespan, creating a longer-term investment with more flexibility for future growth. They also offer the ability to support more agents with fewer hardware resources and are easier to expand, whether for special projects or for permanent growth.

In addition, IP technologies make it easier to connect distributed networks with multiple locations while maintaining centralized resources. For example, our Noble SIPhony platform supports contact center environments regardless of their telephony infrastructure, including pure native-SIP, traditional TDM, or a hybrid of the two. With SIPhony, contact centers can connect any type of agent, either local or remote, using any type of telephony connectivity to create a flexible platform without boundaries. SIPhony offers the best of both worlds – seamless integration to existing environments or a stand-alone unified system – to help companies achieve greater performance, improve customer service, and lower the cost of doing business

In addition to a number of products and solutions, Noble Systems (News - Alert) also offers services for clients, can you talk a little about what you offer?

Of course, Noble Systems offers complete Project Management, Implementation Development and Training services for our clients, to promote a smooth transition to their Noble platform. Noble also offers our Noble Technology & Operations Performance (TOP) Assessment to help companies identify opportunities to enhance the performance and productivity of their contact center activities. The Noble TOP program includes an analysis of current key process indicators, workflows, and technology to help the client achieve improved productivity and efficiencies. Our professional consultants have an in-depth knowledge of the unique requirements and business needs that customer communication organizations face on a day-to-day basis, and engage in a review of the client’s daily operations to help optimize center performance. They will meet with company executives, managers, and agents to explore the company’s processes and tools, from staffing and training to management and reporting. Noble then delivers a final report with a Business Summary and Overall Recommendations for People, Processes, and Technology that identifies ways to improve efficiency, so the client can focus on growing their business.

Your latest offering, “Noble Composer,” leverages the Web to allow agents to work remotely – Can you talk a little more about this significance of this offering and the benefits it provides?

Noble Composer Web is a powerful agent workflow design and desktop unification tool for Web-based agent environments. Designed using the Microsoft Windows .NET (News - Alert) framework, Composer Web offers unmatched flexibility, and delivers broad spectrum support for browsers and operating systems. Composer’s ability to merge multiple applications and technologies into a single workspace unifies the agent environment to streamline processes. Agents have easier access to workflows, data and processes, resulting in increased productivity and an improved customer experience. Composer Web supports Multiple Browsers (Internet Explorer, Mozilla Firefox, Google Chrome, Apple (News - Alert) Safari, & others), Multiple Operating Systems (Windows, Mac OS X and Linux), and Multiple Agent Devices (Thin Client Desktop, Internet Appliance, Network Computer, MAC, PC, and more) to leverage your existing investments, increase flexibility, reduce costs, and choose from more options for deployment.

Can you talk a little about Sangoma and how Noble Systems leverages their solutions?

With Sangoma, Noble Systems is able to provide hardware configurations that help us reduce our customer’s costs as our systems can handle more voice and data traffic on a more efficient platform and in a smaller footprint.