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Technical Support

As a technical support organization, your main priority is to address your callers’ needs quickly and successfully so you adequately address their problem and they walk away happy. To accomplish this, you likely have several call center tools in place, including ACD, IVR and so on to connect the caller with the very best support agent possible, who is in the best position to address their need. Typical ACDs and IVRs can help to some degree, but they aren’t usually intelligent enough to discern the best capable agent from a good capable agent.

With the help of NobelBiz and its SMRT Touch intelligent, performance-based call routing software, you can:

  1. Significantly improve the precision with which those calls are now routed, based not only on skills but actual past performance.
  2. Intelligently transfer calls to the most available and trained agent from our multi-site, intelligent routing ACD or IVR.
  3. Determine how and when incoming calls are routed. You have full control over which criteria you choose and under what conditions.
  4. Have calls automatically routed based on the combination of availability, skill set, location and call volume.

What’s more, our intelligent ACD enables you to route calls across multiple sites, locations, BPOs and even at-home agents so you can essentially create and route to a single pool of collective agents regardless of where they are (even if they work for one of your BPOs).

Increase customer service performance

NobelBiz can help you improve the performance of your phone-based staff across the board, including improving first call resolution (FCR), average handle time (AHT), customer satisfaction, net promoter score, and so on. Our cloud contact center solution has all of the capabilities you need to realize these service enhancements.


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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


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


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


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


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.