Name: The NobelBiz™ Hosted Platform
Uploaded: 2018-05-15T20:54:56.000Z
Duration: 2 min 18 s
Description: NobelBiz Cloud Contact Center

Help Desk

Web and Video Conferencing

Customer Support

Agile Development

Image Recognition

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enhanced 911 (E911)

Risk Management

Enterprise

Accounting

Invoicing

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Performance Management (APM)

Cloud Storage

Code Review

Data Integration

Data Lakehouse

Data Mapping

Data Masking

Data Privacy Management

Database Load Balancing

Database Performance Monitoring

Email Verification

Ethernet Switches

Fraud Detection

Governance, Risk & Compliance

Graph Database

IP Address Management (IPAM)

IT Asset Disposal

Integration Platform as a Service (iPaaS)

Low-Code Development

Managed IT Service

Network Performance Monitoring

Network Simulation

SQL Server Performance Monitoring

Tape Storage

Unified Endpoint Management (UEM)

Web Content Filtering

Wireless LAN

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Customer Journey Analytics

Email Marketing

Marketing Automation

Native Advertising

Screen and Video Capture

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Predictive Sales Analytics

Sales Consulting

Sales

Animal Shelter

Chargeback Management

Clinical Data Management

Debt Collection

Laboratory Information Management

Legal Case Management

Real Estate

Travel Agency

Vertical-Specific

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NobelBiz Cloud Contact Center

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

NobelBiz™ is a world-class Telecommunications, Software Solutions, and Business Intelligence company dedicated to improving performance and compliance for the Contact Center market, providing complete cloud contact center solutions with multiple productivity capabilities such as work-from-home, omnichannel support, built-in inbound and outbound features, etc.With over 20 years of experience, NobelBiz delivers complete and tailored solutions for contact centers across the globe, with a technical infrastructure that can power every type of contact center, irrespective of size, industry, or activity: inbound, outbound or blend.+ 20 years of experience+ 5 billion annual interactions+ 1500 customers worldwide+ 650 carrier partners All NobelBiz Cloud Contact Center technology solutions are modular, allowing you to tailor your contact center to your exact needs. They can also be used in conjunction with one another or independently. Thanks to web-based management, authorized users can make real-time adjustments in response to changing business conditions and capacity requirements.NobelBiz Products: NobelBiz Voice Carrier Network<div>The NobelBiz Voice Carrier Network is built from the ground up with the sole purpose of serving the contact center industry, having no rivals in terms of services, coverage, and pricing. </div>The NobelBiz Voice Carrier Network offers one of the most versatile selections of smart tools, designed to increase contact rates and productivity, help mitigate impacts of call labeling and blocking, and provide overall compliance.<ul><li>Lowest cost-per-minute in the industry</li><li>Network Reliability </li><li>Leading Support </li><li>No strings attached </li><li>Built-In Technologies· Smart Routing· Toll-free numbers provisioning· Web-based admin tools· Local Caller ID· Compliance rules and filters· Smart IVR script building· Time zone filters &amp; more… </li></ul>NobelBiz OMNI+ Cloud Contact Center Platform NobelBiz OMNI+ cloud call center platform is a software product designed to complement our telecom solution, improving an already excellent carrier product and taking it to new heights of performance and usability.NobelBiz OMNI+ can also be deployed separately, with a unique blend of capabilities, from Omnichannel, Impressive API integrations, and fast implementation to simple cross-channel campaign setup, work-from-home capabilities, etc. NobelBiz OMNI+ is a true customizable powerhouse of productivity and probably the only piece of software you will ever need to run virtually any type of contact center activity.<div> Supported Channels: • Voice Calls• Facebook Messenger• Twitter• WhatsApp• Telegram• SMS• Email• Live Chat• Webchat• Voicemail Cloud Contact Center NobelBiz Cloud Contact Center technology is based on the most advanced contact-center-grade voice network and is protected by a secure architecture. Any internet-enabled device can access a web-based portal that includes Operations Management, Quality Call Recordings, and Agent Experience. Technical Features of Cloud Contact Center• Quality Call Recording• ACD• Agent Scripting• API/CTI• Intelligent Dialers• Operations Management• SingleTouch® • Call Progress Detection• Campaign Management• IVR<div> </div>Trusted Caller ID - Registered Caller ID Management from NobelBizNobelBiz's Trusted Caller ID is the latest breakthrough in outbound calling technology, allowing you to register your numbers with the mobile phone carrier ecosystem. It reduces the probability of call blocking and mislabeling due to advanced analytics by the mobile phone carriers as a result of the new TRACED Act legislation.Trusted Caller ID will enable you to connect with more customers in a safe and fully-compliant way.These innovative solutions will help you understand how your numbers are performing in this new evolving ecosystem. Local Touch – The Local Caller ID solution from NobelBiz In the outbound world, it's getting more difficult to connect with customers. With LocalTouch, you can increase your contact rates, reduce your call frequency and create a better customer experience.The numbers are astounding, to say the least, based on feedback from their clients who chose the Local Touch solution. They witnessed a significant boost in two of the most crucial KPIs in the business on average: a 30 percent increase in Contact Rate and a 400 percent increase in Callback Rate.<div> </div></div><div> </div>

NobelBiz

The NobelBiz™ Hosted Platform

I remember when ACME decided to modernize its contact center.  ACME had an On Premise platform with lots of hardware, cards, AND high maintenance costs.  The platform could not deliver many of the new services that create operational advantages without another upgrade, significant effort, and real expense. 

When ACME investigated cloud-based platforms (CCaaS) they struggled to find a single system with all the features they wanted, that could be configured the way they wanted!  It was always a trade-off of cost versus value.  These shortcomings coupled with ongoing support expenses, onerous licensing fee structures, and the desire for better telco rates were frustrating!

Thankfully ACME discovered the Intelligent Contact Center platform by NobelBiz. Finally they had a cloud platform with intelligence that was easy-to-use and comprehensive for our customer communications.  We have dramatically improved agent performance and increased call center efficiency while lowering our contact center and telco costs.

The Intelligent Contact Center by Nobelbiz is a complete contact center service that is customizable via its modularized design for quick integration into an existing contact center infrastructure. 

You can place, take, and route calls; AND continue to use your important CRM and operational systems.  You can finally have an easy-to-use Intelligent Contact Center with Telco and Carrier-level queueing, Drag and Drop smart routing, IVR functionality, and the most robust Scripting Environment available. 

The Intelligent Contact Center by NobelBiz includes:

Full-featured blended Inbound and Outbound Call Handling;
Easy configuration with existing systems for customization;  
Reporting powered by the VitalSigns foundational business intelligence and analytics platform;
TCPA-compliant manual or predictive dialing platforms; and
LocalTouch, the patented local Caller ID management solution that improve contact rates
With Nobelbiz, you can have a cost effective, easy, contact center platform with amazing support.  Our platform will handle your customer communications the right way, using the best process and agent, every time.  And you will have intelligence across your business from the campaign, through the centers, to the teams and agents. 

With  Nobelbiz, you won’t just be a contact center, you’ll be an Intelligent Contact Center. Learn more at http://www.nobelbiz.com.

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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NobelBiz Cloud Contact Center

Overview

What is NobelBiz Cloud Contact Center?