Noble Releases Harmony 5

Noble Systems, a provider of unified contact center technology, has released Harmony 5, adding to its Web-based supervisor interface for remote and mobile contact center management.

Noble Harmony version 5 features a redesigned user interface and enhanced tools for agent and group maintenance, manager wallboard, and quality assurance and recording. Harmony 5 supports multiple browsers and operating systems and is accessible on tablets, smartphones, laptops, and desktops.

Noble Harmony provides remote and mobile access to Noble's management tools from virtually any Web-enabled device. Managers can organize workgroups, configure workflows, monitor agent activities and compliance, define alerts to be triggered on specific conditions, analyze results, audit changes, and more.

Key enhancements and features include the following:

  • An enhanced user experience, with new wallboard interface, updated menus, improved data displays, and more intuitive navigation;
  • Upgraded agent maintenance tools from the mobile-friendly Harmony workspace;
  • An enriched Supervisor Wallboard that lets users personalize the supervisor desktop and customize dashboards and layouts for monitoring real-time performance, including new widgets for agent, application, IVR, lines, lists, and multichannel activities; and
  • Advanced QA management through integration with Noble's quality assurance tools, including audio and video recordings, real-time speech analytics, and scorecard design

Noble Harmony 5 is a part of Noble's browser-agnostic mobile management platform, which works with most major browser applications (Internet Explorer, Firefox, Chrome, Safari, etc.) to connect contact center managers to their reporting and management data. Due to its flexible architecture and HTML5 design, Harmony 5 is accessible on devices that run on Windows, Android, Linux, MacOS, or iOS operating systems.

"High-performance contact centers compete in a global marketplace that has moved beyond the traditional wired-workstation models. Remote and mobile management access is a necessity in today's distributed business environments," said Jason Ouimette, vice president of product management at Noble Systems, in a statement. "With Harmony, Noble clients have access to real-time performance statistics and the ability to manage resources from anywhere, at any time."