New functionality for agent desktop

Noble Systems has released a new version of its agent desktop.

‘Noble Composer X.2’  is the latest version of its agent desktop interface which unifies the agent environment and enables contact centre managers to build agent workflows.

Key enhancements and features include:

• Integrated Noble Softphone – Automatically launches the integrated Softphone from the agent desktop, creating a more streamlined user interface
• Agent- or line-side call recording – Supports starting and stopping the call recording on the agent side or line side of the conversation; allows recording of the agent side for compliance and quality control, even when caller consent may not be available
• SOAP (Simple Object Access Protocol) web services actions – Communicates with external applications to pull or push data via SOAP-based web services to unify information across disparate sources and systems more efficiently
• Stored procedure support – Simplifies the process for using stored procedures from Microsoft SQL Server, MySQL and PostgreSQL to acquire and update data, identifying execution rules and providing the user with a UI on the available input and output parameters
• One-click redial button – Agents can quickly place a call-back with a single click in the event that a call was accidentally disconnected.

Colin Chave, General Manager of Noble Systems EMEA, says “The Composer X Agent Desktop offers unmatched flexibility, customisation and feature functionality to drive productivity for the contact centre, increase agent efficiencies and optimise results.”

“Our continual product development efforts rely strongly on client feedback, resulting in new tools to improve agent workflows and enhanced features that help simplify management functions.”

Composer is available with Noble’s unified contact centre platform or as a point solution when integrated with a third-party ACD.

References

More information about Composer X can be found on Noble’s website.