Atlanta, GA -- Nov. 16, 2004 -- Noble Systems Corporation, a global leader in contact center technology solutions, introduces the Noble Interactive Voice Response (IVR) Concierge as a part of its award-winning contact center solution suite. The Noble IVR Concierge allows companies to manage calls in the inbound queue more efficiently for greater caller satisfaction.
Noble IVR Concierge from Noble Systems allows contact centers to improve the customer experience for callers in the hold queue, reducing the number of dropped calls and customer hang-ups. Custom messaging, IVR menus, and ANI detection combine to provide an integrated solution for on-hold and callback management. Using IVR Concierge, companies can announce the average wait time for a caller on hold. The system can then offer the caller the opportunity to hang-up � but to remain in a 'virtual call queue' � to receive a Callback when an agent is available. With this option, the system keeps the call in the exact place 'in line' that the caller would be if he/she remained on hold, while 'freeing' the customer from the hold cycle. When an agent is available, the system automatically calls the customer back for service. For example, if the average wait time in the hold queue is 3 minutes, and the caller chooses the call-back option, he/she will hang up, and the system will call the customer back in 3 minutes, when the next agent is available.
With Noble IVR Concierge, callers can also choose to enter a different phone number for the callback, and even to request a callback at a specific date and time, using their telephone keypad. This option is ideal for customers who call after hours and would like to receive a callback in a different location, such as at the office or at a certain time.
James K. Noble, Jr., President & CEO, says, "Customer satisfaction and service is a crucial factor for inbound customer communications. Noble IVR Concierge can help improve customer satisfaction by relieving callers of the endless 'hold' queue. From a simple wait time announcement to giving the caller the opportunity to receive a callback at a time and place convenient to them, the IVR Concierge helps take inbound customer service to the next level."
About Noble Systems
Noble Systems Corporation (NSC) is a global leader in contact center technology solutions, providing innovative products since 1989. Tens of thousands of agents at hundreds of client installations worldwide conduct business using the award-winning Noble platform for inbound/outbound/blended communications. The scalable, integrated Noble solution includes advanced ACD and predictive dialing; unified contact processing for voice, email, and web; and integrated IVR, digital recording, messaging, quality control/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, NSC is a part of the world�s largest teleservices organization, with operations in over 30 countries. For more information on this item or the company, contact Lee Allum at 1.888.8NOBLE.8 x538 (lallum@noblesys.com">lallum@noblesys.com), or visit Noble Systems online at www.noblesys.com.
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