Noble Systems, a provider of omnichannel contact center technology, has been granted a U.S. patent for its SmartAccept technology, which is designed to help inbound call centers and service organizations shrink average seconds to answer, decrease abandoned calls, and deliver a better customer experience.
Noble's SmartAccept technology has been issued patent #9,560,210, titled "Telephone Call Processing Modifications Related to Call Acceptance for an Incoming Call Received at a Contact Center." SmartAccept allows companies to reduce hold times, even before they answer calls, making an intelligent decision on whether to answer the call immediately or continue to ring the line based on agent availability.
"By simply adding as few as four rings, SmartAccept can eliminate 24 seconds of hold time for the customer," said Jim Noble, president and CEO of Noble Systems, in a statement. "Recent studies show that the average business hold time is over 50 seconds. SmartAccept cuts that hold time almost in half, significantly reducing the time to answer and providing a better overall experience. And if the impact on ASA and critical service indicators isn't convincing enough, it also eliminates 24 seconds of telecom costs per call. It's time to get smart about inbound call management."