Indue to Use Noble Enterprise Call Center Platform
June 25, 2015
A recent company announcement notes that Noble Systems (News - Alert) Corporation, a developer of contact center software, will help Indue, a payment product and settlement service provider, improve its call center operations with the Noble Enterprise platform.
Indue says its clients are attracted to the company's services because it can act as a flexible alternative to traditional banks. The addition of Noble Enterprise will give its call center agents access to both an interactive voice response (IVR) tool and the intelligent call routing that can move inbound calls to the proper representatives. This can make operations more efficient and assure that customers speak to those Indue representatives who can best help them.
Derek Weatherly, the CEO of Indue, commented on the role the Noble's systems will play in the everyday operations of his company.
“Our clients come to us because we're a creative, intelligent alternative to the big banks, and our success can be largely attributed to our adaptive approach to client needs,” Weatherley said. “In like manner, adaptability played a leading role in our decision to utilize Noble technology in our client communications. The voice response and call distribution capabilities will enable our clients to carry out a robust range of self-service applications at any time or connect with consultants who are best suited to manage their requests.”
In addition to those call routing capabilities, Indue will now also have improved access to its legacy customer relationship management (CRM) software. This speaks volumes about the breadth of Noble's services because it is able to take advantage of legacy software and transform it into something more usable than it once was. Agent dashboards will be able to display customer information from the company database which can inform their interactions and potentially show past communications those agents have had with inbound callers.
TMC (News - Alert) has recently shown that the efficacy of a CRM setup can be measured in the tangible data it provides to agents. With this new call center platform, Indue should increase the amount of tangible data that shows up in front of agents. This leads to a greater return on the company's initial investment and a security for the future of its call center. All told, the combination of IVR, call routing, and improved customer data usage should lead to improved customer satisfaction and more timely service from all parts of the Indue team.
Edited by Dominick Sorrentino