Avaya Partners with Noble Systems to Enhance Solutions for Customer Experience
Avaya, a global leader in solutions to enhance and simplify communications and collaboration, have announced a partnership with Noble Systems to enhance Avaya IX™ Contact Centre solutions with additional new toolsets, including gamification for employee engagement, and data analytics solutions for intelligent automation of processes to improve customer contact strategies.
Eric Rossman, vice president, Alliances and Partnerships, Avaya, commented,
“We are pleased to partner with Noble Systems to provide additional customer experience (CX) solutions for our global users,”
“Customer expectations continue to evolve rapidly, requiring companies to develop a far broader set of capabilities for rewarding customer engagement. Outbound interactions are an integral component of any customer service strategy, to help ensure agents are enabled to deliver high-quality service and convenience to create the best possible experiences for their customers.”
The partnership will allow Avaya to offer:
– The Noble Gamification solution, Frost & Sullivan Customer Value Leader for Workforce Engagement Management Gamification Solutions, designed to reduce agent attrition, increase productivity and revenue and improve customer satisfaction.
– Noble Contact AI, a contact optimization and best time/best channel to contact engine.
– The powerful Noble IQ business analytics tools, providing additional multi-site and multi-vendor Enterprise Campaigns, Regulatory Compliance Management and Best Time to Contact (BTTC) capabilities, and improved Right Party Contacts (RPCs), for Avaya Proactive Outbound (POM) users.
Chris Hodges, SVP Sales and Marketing, Noble Systems, commented,
“Like Avaya, Noble Systems has a proven track record of delivering innovative contact centre solutions, with more than three decades of experience helping organizations manage customer communications,”
“We are excited to bring Noble’s powerful campaign strategy and dynamic gamification platforms to Avaya’s global users, adding value to their customer contact operations and providing new market opportunities for both of our companies.”
The new solutions will be available in the second quarter for Avaya’s global customer base, which includes more than 120,000 customers, over 100 million UC lines and 5 million CC users in over 180 countries.
Noble Systems is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Engagement and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day.
Noble offers a unified suite of inbound, outbound, and omnichannel contact processing, strategy planning, resource management and compliance tools for companies of all sizes. Our premise, cloud and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics, robotic process automation, decisioning, workforce management, and gamification. With a portfolio of more than 210 patents and growing, Noble leads the way in pioneering solutions for the contact centre market.