Come Together at ACE 2021 The recent merger of Aspect Software and Noble Systems, two leaders in the CX space, to become Alvaria has created a center of excellence that benefits customers of both companies and beyond. Alvaria combines the best and brightest of both companies into a new global force delivering leading-edge customer experience and workforce engagement software as well as cloud services technology solutions. And now, we are excited to host our first Alvaria Customer Experience (ACE) Conference this September. 4 Reasons to Attend: Preview the Alvaria Product Roadmap Learn from br ..read more

The Evolution of Speech Technologies and the Influence on CX A Conversation with Chris Hodges & Ellwood Neuer . Part 1: The Evolution and Acceptance of Speech Technologies Speech Technologies are entering the mainstream, from IVR to Analytics, with an explosion in the adoption rate over the last year. The global IVR market alone is expected to grow by USD 2.5+ billion in the next four years. Noble Systems’ Chris Hodges (SVP sales and marketing) and Ellwood Neuer (SVP solution engineering) recently sat down to discuss the growing use of speech and artificial intelligence, both at the consum ..read more

The Evolution of Speech Technologies and the Influence on CX A conversation with Chris Hodges and Ellwood Neuer at Noble Systems . Part 2: Speech Technologies and the Impact on CX Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. The global Contact Center Intelligence Market, including speech solutions, is expected to see a CAGR of more than 25% through 2027. Chris Hodges (SVP sales and marketing) and Ellwood Neuer ..read more

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of ..read more

In the second Q&A of this blog series, we answered questions about Customer Engagement and the CX. Many companies are beginning to more fully embrace the power of artificial intelligence and automation as a part of their technology mix. According to a recent Forbes report: “Many, in fact, see call centers as the new sandbox for AI-powered customer experience—with an array of new and emerging tools that can boost retention, loyalty, and, ultimately, revenue and profit.” So how are AI and automation being used in the call center? Let’s take a closer look. I’m hearing a lot about Call Center ..read more

Do you know what differentiates call center CRM Software from Contact Center Software? If you answered no, you’re not alone. A survey conducted by Harris Interactive found that 87% of adults do not know the difference. So, let’s take a look and see if we can clear up the confusion. Breaking It Down: CRM Software and Call Center Software The basic distinction between call center CRM software and contact center software is this: • CRM Software is used to track and manage customer information. • Contact Center Software automates and standardizes the process of receiving and respo ..read more

Speech Technologies encompass a broad scope of tools. Conversation Analytics is just one piece of the puzzle. Speech recognition – the ability for a computer to recognize spoken words – is another piece, and it has become pervasive in everyday life, both at home and at work. In fact, its growing use by consumers has nudged businesses into utilizing the technology. The Global speech recognition market is expected to see a CAGR of more than 20% through 2026. As a part of the conversation analytics mix, automated speech recognition (ASR) can help companies better understand their customers and im ..read more

Contact centers are on the front-line of customer communications, and therefore, they often define the customer experience. With more and more competition and choices for today’s consumers, keeping customers satisfied and happy is more important than ever. As stated in an article from CustomerThink, “Customer call centers are out and customer engagement centers are in.” Noble Systems is a trusted technology partner to thousands of contact centers, and our solutions power millions of customer contacts each day. And one of the issues we’re hearing a lot about from our customers is how they can c ..read more

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience. In this blog series, we’ll take a look at some of ..read more

Over the last ten years, call center speech analysis has been catapulted into a future we did not expect. In the beginning, the state of the art was represented by IVR phone trees which could barely understand the words “yes” or “no.” Now, one out of every four Americans has a conversational smart speaker. Technology has changed that fast. Of course, the applications at use in the enterprise far outstrip the consumer-grade technology of an Amazon Echo or a Google Home. Here, speech analytics is not used simply to understand the customer and answer a question, but rather to understand why the c ..read more