Noble Systems Enhances Speech Analytics Suite with Agent Performance Measurement Tools
Noble Systems, a provider of unified contact center technology solutions, has enhanced its Noble Speech Analytics with technologies that provide insight into contact center activities and show performance on key initiatives between sites, between teams within a site, and even between agents on the same team.
Powered by Nexidia, a provider of customer interaction analytics solutions, Noble Speech Analytics can now help companies tell at a glance how well their overall contact center operations are meeting organizational expectations.
"Our speech analytics tools have always offered deep business intelligence on trends and patterns in customer behavior," said James K. Noble, president and CEO of Noble Systems, in a statement. "Today, that insight extends into the contact center to offer key performance metrics for agents. Contact center managers and leaders can now look to Noble Speech Analytics to align agent performance with overall goals."
Available as an on-premises or hosted solution, Noble Speech Analytics can automatically organize calls by user-defined skills and categories, providing agents a score based on how well they met the criteria.
Offers process improvement and performance management accessible to contact centers of all sizes
13 Jun 2012
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