The right contact centre is a crucial tool for any business. In a world where customers expect more from brands than ever, companies need a comprehensive omni-channel solution for tracking and supporting all kinds of interactions. Fortunately, there are plenty of options available.
Noble Systems and Genesys are two of the market leaders offering intuitive, omni-channel environments for customer experience today. Noble Systems is a pioneer in intelligent solutions for customer service, with in-depth analytics tools, AI enhancements, and a comprehensive inbound, outbound, and blended contact centre.
Genesys is a Gartner Magic Quadrant visionary, delivering a comprehensive cloud-based CX environment to ensure companies can make every moment with their customer count. Let’s take a closer look at both options.
Noble Cloud Contact Centre: Features
The Noble Systems team offers an all-in-one cloud contact centre solution, where companies can combine conversations from multiple channels, track important business metrics, and support team productivity. Noble CC delivers inbound, outbound, and blended contact centre experiences, with intelligent IVR, customisable dashboards, and a range of other features to explore.
Flexible enough to suit any business, and designed with scalability in mind, Noble Systems’ cloud contact centre ensures you’re ready for the future. Features include:
- Noble Outbound: Noble’s Outbound contact centre ensures businesses can automate and organise their campaigns for better call volumes, and more conversions, with list control, call management, and workflow management
- Noble Inbound: The Inbound contact centre includes everything from skills-based call routing to omni-channel conversation alignment and multi-site network. Users can also access priority queuing and PBX integration
- Noble Multi-session: The multi-session solution from Noble maximizes productivity with a host of tools, so companies can take advantage of voice and non-voice communications at once. There’s also real-time activity and time tracking
- Noble Reports: Track important changes in your business environment with real-time and historical performance data, custom reports, and reporting templates. You can manage all your reports from a single portal
- Noble Recorder: The recording system from Noble automatically collects and organizes agent calls, ensuring higher-quality compliance. There’s even integrated screen capture
- Noble Composer: The Noble Composer solution gives agents an efficient and simple contact centre solution with flexible scripting features, a comprehensive graphical layout, and tools for building custom agent screens
- Noble IVR: Access intelligent IVR routing with data capture and automated actions, like processing payments and customer query responses
- Noble Harmony: An all-in-one space for tracking contact centre activities and applications. You can use this space to control various resources and contact centre programs
Genesys Cloud Contact Centre: Features
Genesys offers omni-channel contact centre solutions in the form of Cloud CX, an all-in-one contact centre environment where companies can build personalized experiences. The solution, which integrates with a host of leading tools in the existing communication world, gives you all the insights and support you need to connect with customers on a deeper level. You can use analytics to increase first contact resolution, design a future-ready infrastructure, and boost your chances of customer loyalty.
Genesys allows companies to build their own contact centre environment from scratch, with a drag-and-drop space where you can pick the features you need for your package. Options include: