Unified contact centre technology specialist Noble Systems has announced that Freedom Finance has opted for the Noble Enterprise Solution in a move to try to enhance its customer experience.
Freedom Finance recently reviewed the contact centre technology market with a view to replacing their unsupported legacy dialler; they engaged multiple vendors to evaluate their ability to meet the organisation’s current and future requirements. Noble Systems was eventually chosen following a review of the shortlisted technologies and the vendors.
“It was important that we chose the right technology and partner to deliver against our requirements. Freedom Finance selected Noble Systems because of the immediate and longer term benefits that the technology offers”, says Nicola Georgiou, managing director of Freedom Finance. “We fully intend to leverage the broad range of value-add modules and platforms that are available via Noble”.
Historically, Freedom Finance had operated disparate teams to manage inbound and outbound customer communications, largely because legacy platforms did not adequately support blending.
“True blending is a huge win for Freedom Finance” commented Alan Hill, operations director. “With Noble Systems we are able to fully utilise all of our contact centre resources, either by keeping inbound agents busy with outbound work or supplementing outbound teams with inbound agents during exceptionally busy periods”.
The implementation of the Noble Composer agent desktop will allow Freedom Finance to introduce greater uniformity to the way agents handle calls. Mandatory scripts and statements will become part of the workflow, as will prompts for agents to ask questions and/or request additional information from the customer. Composer will also reduce the overall call duration by automating a variety of actions, such as the simultaneous updating of CRM and dialler database with call outcomes.