Noble Systems Upgrades WFM Solution

Noble Systems, a provider of contact center solutions, has unveiled Noble ShiftTrack 6.0, an update of Noble Systems’ workforce management (WFM) offer. Noble ShiftTrack is a comprehensive WFM system that can accurately forecast inbound and outbound call volumes, leverage flexible scheduling processes, integrate with other corporate systems, and measure agent adherence and center performance.

Noble ShiftTrack v6 has been converted to the Microsoft.NET Framework, supporting more functionality and improving ease of maintenance. Other key enhancements include:

  • Multimedia Service Level – Expanded management for service level distributions across media types.
  • Improved User Interface – Updated look and feel for manager and agent screens improve navigation and streamline tasks while adding new tools.
  • Enriched Scheduling Management – Increased controls for managing scheduling functions, including breaks, appointments, activities, leave, holidays, locations, etc, and for locating and managing staffing resources.
  • Upgraded Roster Management – Improved tools for managing rosters including availability, shrinkage, filters, shift and staff details and more.

“Effective contact center management means having the right people doing the right things at the right time – it’s that simple,” said Chris Hodges, Noble Systems’ senior vice president, sales and marketing, in a statement. “Our WFM solution removes the guesswork from the process and allows team leaders to allocate resources and achieve the best possible results.”