Noble Systems Helps Contact Centers Manage Inbound and Outbound Integration

Atlanta, GA ? Noble Systems Corporation, a global leader in contact center technology solutions, introduces improved integration of the Noble contact center platform with existing PBX/ACD environments using the new CTI Blended Agent Gateway (CTI BAG). Noble CTI BAG offers the most flexible, most customizable CTI blending solution available.

Available only with or as part of a complete Noble package, Noble CTI BAG is the only CTI offering by a predictive dialer vendor to use its own software to manage blending directly on the contact center application server. Noble Systems developed the software from the ground-up, rather than using a third-party middleware solution. This approach allows us to take advantage of Noble?s open architecture and Linux environment for compatibility with virtually any switch. The GUI interface for the CTI configuration also allows for greater control and options as compared to other solutions on the market, which usually only use 2 or 3 parameters for agent swing decisions. CTI BAG allows users to define their own custom formulas and blend calls based on any combination of service level statistics or date and time variables. This gives the call center manager full control over agent utilization, resulting in maximum agent productivity.

The flexibility of the Noble solution is one of the hallmarks of our system. Our open design allows us to integrate the Noble platform with many of our clients’ existing PBX/ACD environments for call blending. The Noble CTI BAG further improves these integration abilities, allowing agents to move dynamically between handling inbound ACD routed calls and outbound Noble dialer routed calls. This dynamic movement maximizes agent productivity – allowing agents to handle multiple call types and minimizing agent idle time.

CTI BAG is an ideal solution for centers that have already made a large investment in a PBX/ACD product. Rather than starting over with a completely new system, these companies can simply add the Noble Suite for predictive dialing to their call center, thereby upgrading an existing inbound call center to an integrated, blended solution, while utilizing the technology that is already in place.

With CTI BAG, outbound predictive calls are placed and classified using the Noble dialer hardware. Inbound calls queue on the customer’s PBX/ACD, and the Noble gateway makes agents available to receive these calls. Using CTI BAG, call centers can:

• Utilize one pool of agents for inbound PBX/ACD calls & outbound dialer calls
• Maximize agent productivity with dynamic movement (blending) between inbound & outbound
• Configure an unlimited number of PBX/ACD skills for blending
• Assign skill blending with user-specified service level thresholds and other variables
• Create custom expressions for blending of inbound & outbound work
• Achieve Native Computer Telephony Integration (CTI) Interface to your PBX/ACD

James K. Noble, Jr., President & CEO, states, ?At Noble Systems, we are committed to helping contact centers use their existing resources more efficiently. Noble CTI BAG gives inbound centers the ability to add blended capability without overhauling their existing PBX/ACD technology. With CTI BAG, Noble Systems is driving the market to allow users to develop ?custom? algorithms and real-time variables to better utilize agent allocation into either inbound or outbound campaign designations. CTI BAG uniquely gives users unprecedented flexibility in defining service levels by campaign with an intuitive user interface for setup and offering a more complex set of variables for defining service level criteria.?

About Noble Systems
Noble Systems Corporation (NSC) is a global leader in contact center technology solutions, providing innovative products since 1989. Tens of thousands of agents at hundreds of client installations worldwide conduct business using the award-winning Noble platform for inbound/outbound/blended communications. The scalable, integrated Noble solution includes advanced ACD and predictive dialing; unified contact processing for voice, email, and web; and integrated IVR, digital recording, messaging, quality control/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, NSC is a part of the world?s largest teleservices organization, with operations in over 30 countries. For more information on this item or the company, contact Lee Allum at 1.888.8NOBLE.8 x538 (lallum@noblesys.com), or visit Noble Systems online at www.noblesys.com.