Call Us: 800.975.2844

BPOs

NobelBiz arms business process outsourcers (BPOs) with a set of cloud contact center, compliance, sales conversion and telco solutions to help them serve their clients more successfully, cost effectively and with a level of analytical precision not seen before in the contact center industry.

Industry1Our modular solutions can be selected individually to offer you only the capabilities you require, and nothing more. This way, you only pay for what you need, not features you will never use.

As a BPO, you face a unique set of challenges which NobelBiz can help you address, beyond merely increasing first call resolution, customer satisfaction and so on, including helping you:

  • Route incoming calls to the most appropriate agents with an unprecedented level of performance-based precision, even across your multiple contact center locations, based on an unlimited number of intelligently analyzed factors.  You can rout inbound calls to the most appropriate agents based on actual quality evaluation performance on past calls. For example, the system can route calls based on individual sales skills as well as the percentage of calls a particular agent actually closed. The system even takes into account downstream cancellations when determining agent performance. The solution leverages our big-data intelligence software (VitalSigns).  These capabilities provide you with a significant competitive advantage over other BPOs in your ability to serve your clients and their specific needs.
  • Performance-Based Call Routing (link to Performance Based Routing page) – routs inbound calls to the most appropriate agents based on actual quality evaluation performance on past calls. For example, the system can route calls based on individual sales skills as well as the percentage of calls a particular agent actually closed. The system even takes into account downstream cancellations when determining agent performance.

    It can route your calls based on agent skills and past evaluations, including calls which were previously routed to them that actually closed. All that downstream data can be uploaded to the system to increase the precision of the intelligent routing.

  • Supply your clients with very specific and actionable performance-based intelligence not seen before in the contact center industry. Using our VitalSigns big-data business intelligence software, NobelBiz can aggregate and normalize any type of data from any source possible for the contact center, including ACD, PBX, call recording, CRM, HR, ERP, email, chat, and more. Furthermore, by managing our own telco, we can also capture call detail records on every one of your calls all the way back at the carrier level. This arms you with rich metadata that is far more comprehensive and telling than what you or any other contact center today is generating from its interactions. From all of this data, NobelBiz automatically generates information and reports on the most telling trends, performance patterns, and root causes possible.
  • Provide a comprehensive level of compliance support on behalf of your clients which no other BPO can offer. NobelBiz’s award-winning suite of modular compliance software takes the worry out of maintaining call compliance in your contact centers. In addition to providing a safety net for regulation at the carrier level, it enforces any state calling restrictions, as well as prevents violations around cell phone calling, time zones and calling frequency. You can take the worry out of reliably complying with any regulation which impacts your client.

Imagine providing this level of insight and support to your clients. It will help you stand out in their minds as a very valuable support organization, one they will want to keep for years to come.


 

CONTACT US
  • Please enter the code above
THE INTELLIGENT CONTACT CENTER IS HERE

Multi-site contact centers and BPOs can now easily generate enterprise-quality business intelligence from ANY data source possible and also enjoy a much higher level of compliance and sales conversion capabilities than ever before.

Make customer engagement decisions based on enterprise-wide data

Have centralized visibility and control across all your contact centers, BPOs and at-home agents collectively

LEARN MORE

Add an extra layer of compliance protection

Cast a wide compliance safety net across your entire customer engagement operation as far back as the carrier level

LEARN MORE

Reach outbound calling parties 30% more often

Improve outbound-calling sales conversion by automatically presenting local, familiar numbers to calling parties so they are more likely to answer the phone

LEARN MORE

Bring Carrier-Level Capabilities into your contact centers

Make more money and lower your contact center TCO with carrier-level, performance-based call routing, compliance and business intelligence

LEARN MORE
MODULARITY...PAY ONLY FOR WHAT YOU NEED

All NobelBiz solutions are modular, so you only pay for what you need - nothing more. You can pick and choose precisely which solutions, features and capabilities you require.