Noble Launches DCR 4.0

Customer Inter@ction Solutions, Aug 2005 by Kalinoski, Glenn J

Contact center technology solutions provider Noble Systems Corp. has introduced Noble DCR 4.0. Noble Systems provides a package of real-time online tools for managing programs and reporting on activities and results, allowing centers to direct call activities. Noble DCR 4.0 offers managers a graphical interface to set up and manage agents, lists and programs, and to access real-time reports based on agent status, performance statistics and campaign summary data.

Features include reporting tools, such as Excel-based reporting for real-time data on inbound and outbound programs, agents, call history and call-backs, campaigns, lists, IVR statistics, call transfers and more. The open database design also supports on-demand, query-by-example custom reports and exports to third-party tools using open database connectivity standards.

Administration tools include "wizards" for common tasks such as agent setup, campaign management and monitoring, compliance, list administration, voice messages and manager access. Wizards guide managers through the administration features in step-by-step processes.

Additional management tools include online features that give users control of system activities and resources with tools to manage lists, monitor agent stations and phone lines, perform data imports, use digital recording and quality assurance programs, create IVR (interactive voice response) menus, manage skills-based routing and log errors.

www.noblesys.com