Noble Systems, a global leader in unified contact centre technology solutions, hosted its third annual Select Noble Users Group (SNUG) EMEA conference in Manchester on 4th and 5th June. Designed to inform attendees about features, applications and new product releases, the event focused on ‘Going Beyond the Call’ in terms of improving contact centre efficiency and it featured guests from industries including financial services, outsourcing, county councils, debt management, accounts recovery and more.
The event closed with a gala dinner where four companies were presented with SNUG Awards which were given in recognition of the companies’ pioneering spirit and commitment to excellence using Noble Systems’ contact centre technology.
The winner of the ‘Best Practices - Contact Centre Operations Award’ went to Portfolio Recovery Associates UK. This organisation has adopted the full suite of Noble Systems technologies that include Best Time To Call, ACD, IVR, IVM, Harmony mobile manager, iPBX and Text To Speech, as well as ShiftTrack WFM. Since implementing the Noble solution, they have increased their agent performance, improved customer contact and revenues, and the management and planning of their staff has greatly improved.
Stockport Metropolitan Borough Council won the ‘Best Practices - Workforce Management Award’. They have been using ShiftTrack WFM to enhance their services by ensuring the correctly skilled staff is in place to meet demand over their 16 sites. Noble’s Skills Based Scheduling, with a single pool of resources, has helped them to realise financial benefits of reducing cost and redirecting surplus staff to other areas with increased priorities and demand.
The ‘Technology Innovator Award’ is awarded to companies that creatively use Noble technology in ways which challenge industry norms, their people and Noble Systems. Permanent tsb won this award as they have taken full advantage of the Noble solution to create a truly integrated agent experience. Using bi-directional web services into their main CRM system, they are able to seamlessly manage multiple related accounts on a single call whilst also carrying out complex calculations on items such as remaining arrears, payment schedules and plans. When you add to this the inclusion of real time payments, smart branch appointment setting and dynamic script routing that speeds up agent training, time they have really leveraged the comprehensive Noble Composer toolkit.
Finally, the ‘EMEA Partner of the Year’ Award recognised Intuate Group, a Noble Systems Partner within South Africa that has excelled in advancing Noble sales into this territory. Intuate Group has shown their commitment through the development of their solution expertise and has shown significant growth through Noble Solution sales.
"SNUG EMEA 2014 exceeded our expectations in every way,” said Colin Chave, General Manager of Noble Systems EMEA. “I’m delighted with the terrific feedback we’ve had from the delegates. The awards ceremony had a record number of entries this year and the competition was fierce; I’d like to thank everyone that took the time to enter and would like to congratulate all of the winners”.
About Noble Systems
Noble Systems Corporation (noblesystems.com) is a global leader in the customer communications industry, providing innovative solutions for Unified Communications, Business Process Management and Analytics. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of multi-channel inbound, outbound and blended contact processing, strategy planning, and resource management tools for companies of all sizes. Our CPE, CaaS and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics and workforce management.