Colin Chave, General Manager of Noble Systems EMEA, said “Remote and mobile management access is now a necessity. High-performance contact centres compete in a global marketplace that has moved beyond the traditional wires-and-workstations model. For this reason, we’ve invested in delivering a solution that frees managers from their desks and empowers them to get the job done anywhere, anytime.”
Noble Harmony provides remote and mobile access to Noble’s award-winning management tools from virtually any web-enabled device, allowing managers to easily stay on top of contact centre activities, wherever they may be located. Managers can create list assignments, set pacing parameters, monitor agent activity, define alerts to be triggered on specific activities, quickly find and analyse individual campaigns and agents, audit changes, and much more.
Key enhancements and features include:
Enhanced Security Settings: hide functions and provide read-only access to modules within Harmony and use new auditing tools to track changes.
Improved Ease of Use: personalise the supervisor interface, add agent photos, and create customised dashboards and layouts for monitoring real-time activity.
Enriched Management Tools: manage groups, select assignments and pacing, perform inline filtering, and more with mobile-friendly control panel.
Upgraded Scheduling Options: build list assignment schedules, including conflict management, from any tablet, phone or computer.
Advanced Supervisor Updates: define threshold conditions and setup warnings and alerts for datasets, agents, campaigns, groups, holds, etc, including dashboard and email notifications.
Expanded Application Flexibility: view and use Noble Web Reports through Harmony for a complete management view.
Noble Harmony v.3 is a part of Noble’s browser-agnostic mobile management platform, which works with most major browser applications (Explorer, Firefox, Chrome, Safari, etc.) to connect contact centre managers to their reporting and management data. Due to its flexible architecture, Noble Harmony v.3 is accessible on devices that utilise Windows, Android, Linux or iOS operating systems.