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Intelligent Contact Center

The intelligent contact center is finally here. You may have heard it before with promises of rich data intelligence and smart call routing, but those assertions only delivered on half (at best) of their promise.

Leveraging our own purpose-built telecom network (designed from the ground up to serve complex, multi-site contact centers) and big-data business intelligence software VitalSigns, NobelBiz can turn your customer-facing operations (spanning multiple contact centers, at-home agents and even your BPOs) into a precise routing, collective talent pooling, business intelligence presenting, intelligent single entity providing your contact center and business staff with substantial value and capabilities you/they haven’t seen before.

You will now be able to:

  1. Pool the collective talents of your agents spanning your different contact centers, BPOs and those working at-home to serve your customers with the right agents capable of addressing each of your customers’ very specific needs. You will also significantly enhance your sales conversion and compliance efforts, all while increasing overall operational and service performance.
  2. Aggregate and normalize any type of data from any source possible (even sources outside of the contact center), including ACD, PBX, call recording, CRM, HR, ERP, email, chat, and more. NobelBiz VitalSigns software then automatically generates actionable information and reports on the most telling trends, performance patterns, and root causes possible.
  3. Create compelling data visualization in minutes to bring your interaction data to life. In addition to leveraging your ACD, quality, customer sat, sales, cost, HR, CRM, finance, chat and email data, you can correlate company, contact center, team and agent performance with customer satisfaction, net promoter score, customer conversion, revenue, profit and more.
  4. Compare the performance of all of your contact centers, BPOs and even at-home agents on any dimension – collectively or individually.
  5. Collect metadata on your customer calls starting all the way back at the carrier level for the most complete picture ever of all of the dimensions of your interactions. With this enhanced intelligence you can make the most informed decisions possible in your contact center. Typical solutions today only start collecting data from the PBX, ACD and call recording system, which is downstream from the carrier.

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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

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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

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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

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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

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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.