Noble Systems Corporation, a global leader in unified contact centre technology solutions, announces that Australian Pacific Touring (APT), an established innovator in Australia’s touring and cruising industries, has chosen Noble® ShiftTrack Workforce Management (WFM) to support the firm’s client service programs.
"The ability to interface with our existing ACD was a key factor in our selection of the ShiftTrack WFM solution,” stated Simon Mooney, General Manager of Customer Service at APT. "We plan to use Noble’s technology to calculate forecasts for inbound call volumes and we anticipate our workforce scheduling will see notable gains in efficiency from the projections.”
Noble ShiftTrack, which interfaces with virtually all automatic call distribution (ACD) systems, will be used in conjunction with Australian Pacific Touring’s ACD to collect data on staff amounts and call volumes relative to time intervals. The data captured by the WFM solution will be used to produce forecasts for inbound call volumes and desired call handling times and service levels, provide optimized scheduling, and manage real-time adherence for agent schedules.
“Noble’s workforce management technology has proven to be extremely effective at ensuring the correct number of skilled agents are available to respond to customer inquiries regardless of channel or time of day,” said Ashley Clayton, General Manager for Noble Systems Australia. “We believe APT, an organisation with a well-established reputation for delivering terrific tours and outstanding client service, will be able to strengthen their service levels even further with our solution.”
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 premise, cloud and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics and workforce management.
About Australian Pacific Touring
APT (aptouring.com.au) is Australia’s leading luxury tour and cruise operator, taking guests on breathtaking journeys to dream destinations on every continent across the world.
With almost 90 years experience operating in the tourism industry it has built an impressive portfolio that includes: wilderness lodges in the Kimberley and Outback; a fleet of adventure coaches; an extensive fleet of luxury river cruise ships throughout Europe and Asia; and a small fleet of expedition cruise ships operating in both the northern and southern hemispheres.
APT prides itself on its unique combination of personal attention, outstanding sightseeing, delicious cuisine and stylish accommodation, delivering high quality all-inclusive holidays and exemplary customer service.
Recently named ‘Best River Cruise Line’ and ‘Best Adventure Cruise Line’ in Cruise Passenger Magazine’s Reader’s Choice Awards; APT also picked up three AFTA National Travel Industry Awards in July 2015, winning the newly introduced Best River Cruise Category, ‘Best Tour Operator Domestic’ (fourth year running), and ‘Best Tour Operator, International’ (second year running).
The discerning travellers who choose APT do so for the unparalleled holiday experience, and for the security inherent in travelling with Australia's leading cruise and tour operator.