Noble Systems, a global leader in unified customer communications, hosted its second annual Select Noble Users Group (SNUG) EMEA conference in Manchester on 16th and 17th April. Designed to inform attendees about features, applications and new product releases, the event focused on improving contact centre efficiency and featured guests from industries including financial services, charities, county councils, debt management, accounts recovery and more.
This year’s SNUG EMEA event saw a record number of attendees with 42% increase on last year. Four companies were presented with SNUG Awards at the event’s closing gala dinner. The Awards were given in recognition of the companies’ pioneering spirit and commitment to excellence using Noble Systems’ contact centre technology.
Leading Irish bank, permanent tsb received the award for Best Practices - Contact Centre Operations. Despite having contact centres in Ireland, a country significantly less-regulated than the UK, this Noble customer strives to operate in line with the best practices of UK contact centres. In addition, they have added Noble Workforce Management, SMS and an enhanced Noble Composer desktop to their flagship Asset Management Unit contact centre in Dublin, increasing their operational effectiveness and enhancing their customers’ experience.
The Best Practices Workforce Management Award was given to Lloyds TSB Asset Finance Division. They have been using Noble ShiftTrack to manage their staffing requirements and call forecasting of customer contact that includes multimedia, ensuring they get the right people in the right place at the right time. They have embraced the ShiftTrack solution into their contact centre and have calculated a saving of more than 1,200 manager hours since implementing the solution.
The Technology Innovator Award is awarded to companies that creatively use Noble technology in ways which challenge industry norms, their people and Noble Systems. Apex Credit Management, part of the Cabot Credit Management group, won this award for implementing an agent desktop environment with Noble Composer that encompasses intelligent scripting, complex product information and multiple third party systems, including quote tools and CRM, resulting in true desktop unification.
A new award for 2013, EMEA Partner of the Year, recognised Intuate Group, a Noble Systems Partner within South Africa that has excelled in advancing Noble sales into this territory. Intuate Group has shown their commitment through the development of their solution expertise and excelled in growth through Noble Solution sales.
"SNUG EMEA exceeded our expectations in every way,” said Colin Chave, General Manager of Noble Systems EMEA. “The involvement and response from our clients confirmed the market growth and dynamic business environment we’ve seen develop in the region over recent years.”
About Noble Systems
Noble Systems Corporation (noblesystems.com) is a global leader in the customer communications industry, providing innovative solutions for Unified Communications, Business Process Management and Analytics. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of multi-channel inbound, outbound and blended contact processing, strategy planning, and resource management tools for companies of all sizes. Our CPE, CaaS and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics and workforce management.