Noble Releases Upgrade

Noble Harmony v.4 has been released.

The solution features enhanced tools for call recording and playback and real-time speech analytics. Just like previous versions, Harmony v.4 supports multiple browsers and operating systems and is accessible on tablets, smartphones, laptops, and desktops.

The solution provides remote and mobile access to their management tools from virtually any web-enabled device, allowing managers to easily stay on top of contact centre activities, wherever they may be located.

Managers can also organise workgroups, configure outbound workflows, monitor agent activities and compliance, define alerts to be triggered on specific conditions, quickly analyse results and audit changes.

Key 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.
• Advanced Speech Analytics – Integration with their Real-time Speech Analytics tools to monitor call audio and alerts while calls are in progress.
• Improved Ease of Use – HTML5 design increases functionality while eliminating need to install additional software components.
• Enriched Management Tools – Manage groups, configure compliance and outbound pacing, and schedule workflows with mobile-friendly control panel.
• Upgraded Supervisor Interface – Personalise the supervisor desktop and customise dashboards and layouts for monitoring real-time activity.

“Remote and mobile management access is a necessity in today’s fast-paced, distributed business environments,” said Jason Ouimette, Vice President of Product Management at Noble Systems. “High-performance contact centres compete in a global marketplace that has moved beyond the traditional wires-and-workstations model. That’s why we’ve invested in delivering a solution that gives managers the power to get the job done anywhere, any time.”

For more information about Noble Systems, visit their website.