Noble Systems, a provider of omnichannel contact center technology, has released Noble Composer 11, the latest version of its agent desktop interface for unifying agent environments and building sophisticated agent workflows.
"The Noble Composer Agent Desktop drives productivity for the contact center with unmatched flexibility, customization, and feature functionality that increase agent utilization and optimize results," said Chris Hodges, senior vice president of sales and marketing at Noble Systems.
Version 11 includes new features to allow agents to handle multiple voice and non-voice sessions simultaneously, as well as an enhanced user experience. Key enhancements include Multisession Agent Management, allowing agents to handle voice and non-voice (email, SMS, web chat) contacts concurrently. Time and activities in each session are tracked. Users can define priority settings, skills routing, and rules for each simultaneous agent session. The number and type of concurrent sessions can be set for each agent.
Also included is improved ease of use for managers and agents with an updated interface and more intuitive navigation.
Available as part of Noble's premises and cloud-based solutions, Composer supports a variety of desktop and development configurations to create a unified desktop, allowing agents to access information from multiple sources in a single interface. Composer can run on Windows, Mac, or Linux desktops with only a web browser and thick or thin client-server architecture environments.