Name: Noojee
Author: Noojee Contact Solutions

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Software Repositories

Development

Online Proctoring Software

Education

Audit

Business Intelligence (BI)

Collaboration

Enterprise Generative AI

Visual Collaboration

Enterprise

Accounting

Revenue Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

AIOps

C/C++ Integrated Development Environments

Cloud Storage

Cybersecurity Consulting

Data Center Infrastructure Management

Data Quality

Data Virtualization

Desktop Management

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Hadoop-Related

Hosted Virtual Desktop

Integration Platform as a Service (iPaaS)

MLOps

Managed Public Cloud Infrastructure

Mobile Data Security

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Process Mining

Relational Databases

Security Awareness Training

Web Access Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Consumer Ratings & Reviews

Content Management

Email Marketing

Event Registration

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Sales

Antivirus

User and Entity Behavior Analytics (UEBA)

Security

Construction Accounting

Hotel Management

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Mental Health

Multiple Listing Service (MLS)

Pharmacy

Scholarship Management

Telemedicine

Utilities

Vertical-Specific

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Noojee Contact Solutions is a call centre software offered by Noojee. According to the vendor, it is designed to provide inbound and outbound contact centre telephony solutions for small to mid-sized businesses. The software caters to various industries, including call centres, real estate, financial services, energy, and debt collection agencies.

## Key Features

**Inbound Call Centre Software**: Noojee's inbound call centre software offers advanced call routing features such as IVR, ACD, queues, screen pops, and skills-based call routing. According to the vendor, it allows for easy control and allocation of agents based on skill and demand, with real-time and historical reporting features for productivity insights.

**Outbound Call Centre Software**: Noojee's outbound call centre software provides a complete hosted solution with powerful dialers, including predictive, preview, and multi-dialers. It offers call recording and scripting features to optimize outbound sales, collections, or telemarketing. The vendor claims that integration APIs enable seamless integration with other enterprise software applications.

**Blender**: Noojee's Blender feature allows agents to handle both inbound and outbound calls, eliminating the need for dedicated teams. According to the vendor, this feature increases productivity and reduces downtime, as blended calls can include return calls directly to the team that made the original contact. A single interface manages both inbound and outbound calls.

**Hosted Phone System**: Noojee's Hosted PBX is a cloud-based phone system that provides remote access for teams. It offers voicemail, conference calls, call forwarding, and other essential phone system functionalities. The vendor states that team members can work from anywhere with an internet connection, and the system integrates easily with Noojee's inbound and outbound call centre solutions.

**IVR Systems Software**: Noojee's IVR systems software provides easily configurable IVR phone system technology. It automates interactions such as payments, surveys, and order status checks. Integration with Noojee's Inbound call centre solution allows for screen pops and deep insights through reporting and analytics, according to the vendor.

**Call Recorder Software**: Noojee's call recorder software offers a complete solution for recording and storing customer call recordings. It helps maintain quality standards through call monitoring and training. According to the vendor, calls can be listened to live or as recordings, and different recording options are available.

**Workforce Management**: Noojee's Workforce Management feature allows for easy management of contact centre teams. Real-time reporting provides visibility into the status of every staff member, while break notifications and compliance tracking features help maintain productivity and compliance. The vendor claims that roster emails, updates, and wall boards offer effective staff communication and automation of rostering rules.

**Lead Cleanser**: Noojee's Lead Cleanser tool automatically removes duplicated or disconnected numbers from lead lists, improving the quality of lead lists and increasing staff productivity. It offers web-based uploading and a self-service portal for quick turnaround and easy lead management, with same-day turnaround available for smaller lists, according to the vendor.

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Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Noojee Contact Solutions

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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Noojee

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