In an increasingly challenging market, Noble has found continued success through its broad outbound customer contact product line that allows it to offer solutions to larger number of potential customers.
Noble has particular expertise and experience with financial services clients, outsourcers, and collections agencies and also has customers in a number of other verticals such as communications and media, retail, travel, healthcare and education. In addition, Noble focuses on outbound customer contact solutions for collections, telemarketing/telesales, pro-active customer contact, market research and fund raising.
"Besides continuing to enhance and grow the capabilities of its flagship outbound dialer system, Noble PDS, Noble offers an SMB-appropriate platform with Noble Express, "notes Frost & Sullivan research analyst Joe Outlaw. "Further, it offers a full and growing complement of contact center and outbound business applications in support of its dialer systems."
Today, Noble solutions are installed on tens of thousands of agent workstations at more than 4,000 client sites around the world, including some of the leading organizations in collections, financial services, outsourcing and consumer products companies.
"With the addition of the Amcat and TouchStar solutions, Noble has greatly expanded its addressable market to include smaller and less sophisticated outbound-centric businesses and contact centers, "says Outlaw. "All of Noble’s solutions are broadly deployable on SIP servers or configurable as switch-independent. Moreover, the Enterprise and Express platforms can be configured for multi-tenancy."
Many other vendors have outbound dialer systems with broad, deep and highly scalable functionality. However, most don’t offer multi-tenant configurations for their outbound dialer systems, which is a key requirement to penetrate the service provider and outsourcer market, giving Noble the advantage.
Noble's product line strategy has three key elements that deliver customer value. Firstly, its solutions are designed to address the unique requirements of the outbound-centric enterprise. Inbound and other contact center application functionality is provided to support the primary focus on outbound customer contact. This is a unique strategy in the marketplace.
Secondly, Noble's solutions span the market demand for outbound-centric contact center solutions for all sizes of enterprises and requirements for varying levels of application sophistication. The value of a broad set of solutions, spanning small to large and basic to sophisticated, is to provide migration paths for customers as requirements evolve over time.
Finally, Noble’s unique customer success approach is to align itself with the top line revenue goals of its customers. Thus, it competes primarily on the business impact of its solutions and services.
Overall, Noble Systems has significantly expanded its product footprint this past year to offer outbound-centric contact center organizations full-featured contact center functionality including inbound contact management, digital recording for voice and screen, speech analytics, IVR with text-to-speech, workforce management, payment processing, single and multi-site configurations, SIP support via Noble SIPhony, built-in PBX, and multiple agent desktops with workflow tools.
With a stronger product line strategy than ever before, and its single-minded focus on the needs of the outbound-centric contact center organization, Noble is expected to continue to gain market share in the outbound dialer market. In recognition, Frost & Sullivan is proud to present it with the 2010 North American Frost & Sullivan Award for Product Line Strategy of the Year.
Each year, Frost & Sullivan presents this award to the company that has developed a comprehensive product line that caters to the breadth of the market it serves. The award recognizes the extent to which the product line meets customer base demands, the overall impact it has in terms of customer value as well as increased market share.
Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
About Noble Systems (NSC)
Noble Systems Corporation (noblesys.com) is a global leader in contact center technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at more than 4,000 client installations worldwide using the award-winning Noble platforms for inbound/outbound/blended communications. The scalable, integrated Noble solutions include advanced ACD and predictive dialing; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform. For more information, call 1.888.8NOBLE8 or visit the website.
About Frost & Sullivan
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