The right contact centre is a crucial tool for any business. In a world where customers expect more from brands than ever, companies need a comprehensive omni-channel solution for tracking and supporting all kinds of interactions. Fortunately, there are plenty of options available.
Noble Systems and Genesys are two of the market leaders offering intuitive, omni-channel environments for customer experience today. Noble Systems is a pioneer in intelligent solutions for customer service, with in-depth analytics tools, AI enhancements, and a comprehensive inbound, outbound, and blended contact centre.
Genesys is a Gartner Magic Quadrant visionary, delivering a comprehensive cloud-based CX environment to ensure companies can make every moment with their customer count. Let’s take a closer look at both options.
Noble Cloud Contact Centre: Features
The Noble Systems team offers an all-in-one cloud contact centre solution, where companies can combine conversations from multiple channels, track important business metrics, and support team productivity. Noble CC delivers inbound, outbound, and blended contact centre experiences, with intelligent IVR, customisable dashboards, and a range of other features to explore.
Flexible enough to suit any business, and designed with scalability in mind, Noble Systems’ cloud contact centre ensures you’re ready for the future. Features include:
- Noble Outbound: Noble’s Outbound contact centre ensures businesses can automate and organise their campaigns for better call volumes, and more conversions, with list control, call management, and workflow management
- Noble Inbound: The Inbound contact centre includes everything from skills-based call routing to omni-channel conversation alignment and multi-site network. Users can also access priority queuing and PBX integration
- Noble Multi-session: The multi-session solution from Noble maximizes productivity with a host of tools, so companies can take advantage of voice and non-voice communications at once. There’s also real-time activity and time tracking
- Noble Reports: Track important changes in your business environment with real-time and historical performance data, custom reports, and reporting templates. You can manage all your reports from a single portal
- Noble Recorder: The recording system from Noble automatically collects and organizes agent calls, ensuring higher-quality compliance. There’s even integrated screen capture
- Noble Composer: The Noble Composer solution gives agents an efficient and simple contact centre solution with flexible scripting features, a comprehensive graphical layout, and tools for building custom agent screens
- Noble IVR: Access intelligent IVR routing with data capture and automated actions, like processing payments and customer query responses
- Noble Harmony: An all-in-one space for tracking contact centre activities and applications. You can use this space to control various resources and contact centre programs
Genesys Cloud Contact Centre: Features
Genesys offers omni-channel contact centre solutions in the form of Cloud CX, an all-in-one contact centre environment where companies can build personalized experiences. The solution, which integrates with a host of leading tools in the existing communication world, gives you all the insights and support you need to connect with customers on a deeper level. You can use analytics to increase first contact resolution, design a future-ready infrastructure, and boost your chances of customer loyalty.
Genesys allows companies to build their own contact centre environment from scratch, with a drag-and-drop space where you can pick the features you need for your package. Options include:
- Self-service: Choose between call IVR tools with or without speech recognition and visual IVR for your mobile customers. Genesys also offers chatbots for self-service, enhanced with the power of AI, and voice bots that can respond immediately to customer requests via speech. You can even use proactive machine learning to pay attention to how customers move through your website and create self-service solutions as a response
- Digital conversations: The Genesys omni-channel contact centre supports automated web chat responses, email interactions with intelligent routing, social media connections to channels like Twitter and Facebook, and messaging. Messaging options include popular tools like Apple Business Chat, WhatsApp, WeChat, and Facebook Messenger. Co-browsing is also available to help agents see what customers see online
- Inbound contact centre: You can unlock everything from queue-based call routing to take conversations to the first available agent, to AI routing to ensure customers get to the agents with the right skills. The inbound contact centre also includes agent desktop screen pops for customer information, automated customer call-back, and video calling
- Outbound contact centre: With the Genesys outbound contact centre, you’ll have access to top progressive, predictive, and preview dialling, automated customer call-back, outbound email campaigns, SMS notifications, and push notifications for your mobile users
- Workforce management: Keep your employees productive with forecasting and scheduling to ensure the right number of staff members are always available. You’ll get long-term planning and budgeting tools, recording for compliance and training purposes, and surveys for collecting customer feedback. There’s also an outsource management solution, quality and compliance management tools, interaction analytics, and extensive training systems. Agent assistance means supervisors can jump into calls too
- Integrations: The Genesys contact centre integrates with WFM tools, CRM and HR solutions, knowledge management systems, voice technology, business communications tools (like the PBX), and a range of popular applications
- Insights: For behind-the-scenes insights, you can access omni-channel reporting, KPI insights based on your required metrics, and comprehensive customer journey tracking
Genesys vs Noble Systems: Which is Best?
Both Genesys and Noble Systems allow companies to build the contact centre and customer experience solution best for their needs. With Noble, you get an intelligent environment where you can build dedicated dashboards for your contact centre agents, track performance, and access deep reporting insights on multiple levels.
The ability to access things like Noble IQ alongside your contact centre even means you can take your knowledge of your customer to the next stage, with insightful overviews of the customer journey, and evaluations of customer sentiment.
Genesys contact centre provides companies with a modular way to build the ultimate contact centre, with extensive integrations to your existing tools, and countless channels for omni-channel interactions – including popular options like WhatsApp. Extensive workforce management and training tools help to drive a better agent experience and boost business performance.
Which modular, omni-channel solution will you be using?
