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CUSTOMER CONTACT TECHNOLOGIES

Innovative.

P r o v e n .

S o l u t i o n s .

N O B L E SY S T E M S

T A B L E O F C O N T E N T S

I. In t roduct ion> Noble Systems Background> Noble Systems Advantages

I I . Noble ® Contact Center Technology Solut ions> Noble® Enterprise Solution > Noble® Workforce Management> Noble® IQ> Noble® SMB Solutions

I I I . The Noble Systems Approach> Successful Application Implementations> Client Services

- Noble® CARE- Noble® UNIVERSITY- Noble® PRO

APPENDICES : Solution & Services OverviewSuccess Stories

I N T R O D U C T I O N

Noble Systems Background

Noble Systems Advantages

Noble Systems BackgroundNoble Systems Corporation (NSC) is a technical-communications company with a solidfoundation of contact center management experience. A pioneer within the industry,founder James K. Noble, Jr. utilized early predictive dialing software in the operation ofhis own call centers. Realizing the benefits of automating the calling process, Mr. Noblebegan to focus on ways to improve the technologies. Seeking a balance betweenfunctionality, flexibility and affordability, he assembled a team of experienced callcenter professionals. Their working knowledge of the industry was the force behind thecreation of an innovative system. In 1985, their efforts were rewarded with the designand development of a superior predictive dialer – and the Noble® Solution was born.

Recognizing the need for advanced call automation among his colleagues, Mr. Noblebegan selling his solutions to others in his industry. By 1989, over 20 systems had beeninstalled and Noble Systems Corporation was officially formed to further the distributionand support of the Noble products. The company hit the ground running, supplying thecontact center industry with a revolutionary and proven product and an experiencedsupport team.

In 2007, Noble Systems acquired the Amcat®, family of contact center technologycompanies and integrated the CCS product into our platform of solutions. In 2009, Nobleacquired assets of the TouchStar Software Corporation, including the TouchStar brand,as well as those of TDI (formerly Teledirect), including the Liberation brand. In 2011, Nobleacquired Open Wave, including the ShiftTrack WFM product line. These acquisitionshave helped to further Noble Systems’ presence in the industry and its commitment toproviding the best in leading-edge contact center solutions for both Enterprise and SMBorganizations.

Noble Systems is committed to integrating the most up-to-date contact centerautomation technologies into its solutions. The focus on applying technology advancesto its systems has allowed the company to deliver a more powerful solution by discardingless effective features and increasing the system's functionality. System specialists takegreat care to examine client requests and considerations alongside the most currenttechnologies, emerging with a more useful and productive product.

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Noble Systems Corporation is a leader in the automated call processing industry, providing the world's best 'total solution'

value in call center and customer contact technology. Every day, tens of thousands of agents at more than 4,000 client

installations worldwide conduct business from workstations utilizing the feature-rich contact center management solution

from Noble Systems, managing millions of customer contacts through Noble®’s unified suite of inbound, outbound, and

blended call processing solutions.

Founded in 1989, Noble Systems is headquartered in the U.S. in Atlanta, Georgia. International offices in Australia, Brazil,

France, Germany, India, Mexico, the Philippines, and the United Kingdom support the rapidly growing global demand for

Noble Systems' unique solutions.

NO B L E SY S T E M S CO R P O R A T I O N

Developed by industry veterans and contact

center insiders who understand your

business needs.

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Noble Systems' contactcenter management is the

market leader in productmaturity, richness of

features, value, & state-of-the-art technology.

> Noble Systems Mission StatementNoble Systems' mission is to deliver industry leading, best-in-class solutions that surpassclient expectations. We strive to attract, retain and reward the best and brightest tomeet our goals of providing superior customer service and achieving customersatisfaction. We succeed through our clients’ success.

> Contact Center Technology Solutions from Noble SystemsNoble Systems offers a range of contact center solutions to meet the needs of small,mid-size and enterprise organizations. Whatever your business needs or size, NobleSystems can help you find the solution set that meets your functionality requirements andoffers the right-fit for your contact center to help you improve productivity, reduce costs,increase performance, and grow your company.

Noble Systems AdvantagesNoble Systems specializes in providing companies with flexible, customizablecontact center solutions. As a supplier of call automation and contact solutions,Noble has a proven track record of client consulting, development and service.Thousands of clients worldwide entrust their crucial contact center operations tosolutions from Noble Systems.

> Award-Winning Total Contact Center SolutionsNoble Systems delivers a true turnkey solution for contact center management, from callautomation and agent tracking, to list administration and strategy planning, to reportingand resource management. Noble offers a fully-integrated, multi-channel solutionproviding advanced ACD, Predictive Dialing, Blending, IVR, Digital Recording, Email andWeb, Campaign Building, Agent Management, Workforce Planning, Reporting,Analytics and Database features. Whether you are looking for a stand-alone call centersystem or a fully-integrated CIM solution, Noble Systems can help you meet your goals.

Frost & Sullivan has named Noble Systems as the #1 provider for outbound dialingsolutions. Noble has been recognized as an industry leader for providing innovativesolutions best-in-class services. For a comprehensive listing of awards, visit our website atwww.noblesystems.com/company/awards.aspx.

> Business Experience & Global ReachNoble Systems has been developing leading-edge call automation solutions since 1985.With tens of thousands of agents working at 4,000+ client sites around the world – anda network of offices and partners serving the North American, APAC, CALA and EMEAregions – Noble supports the customer contact industry on an international level.

Noble solutions are powering contact center operations for companies across a broadrange of industries, such as banking and financial institutions, collection agencies,consumer products, fundraising, healthcare, home improvement, home services,magazines and newspapers, market research, mortgage companies, service bureaus,

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http://www.noblesystems.com/company/awards.aspx

Client recommendationscontinue to generate a

significant portionof our business.

and telecommunications. The Noble platform is designed to adapt to the constantlychanging needs of each center and each individual application, enabling clients toachieve new levels of productivity and efficiency. Noble Systems' clients are drawn toour solution’s many features and benefits. The predictive dialer, integrated relationaldatabase, blended environment and reporting capabilities enhance their businesseswith real-time decision making and productivity tools.

> TechnologyNoble Systems partners with today’s leading technology providers to deliver powerfulweb-enabled solutions for contact center management. We partner with leadingvendors for DNC list updates and wireless list service management, real-time interactionanalytics, and speech capabilities. Noble’s approach of applying the newesttechnologies to our contact center products enables us to provide solutions withadvanced functionality that meet the changing needs of today’s customercommunications environment. New products and features are tested in our ownbusiness development and support centers to ensure quality and performance.

> Financial Strength & LongevityNoble Systems was formed as a privately-owned corporation in 1989 by founder JamesK. Noble, Jr. Mr. Noble continues to retain ownership of the company and to serve as itsCEO and President. While many vendors in the contact center technology marketplacehave gone through a series of mergers, acquisitions, or even closures, Noble Systems hasremained focused on building and developing our technology and on servicing ourclients with innovative solutions and world-class support.

Throughout our history, Noble Systems has sustained a high revenue growth businessmodel within a very competitive market.

> Client RelationshipsNoble Systems has been an innovator in contact center automation from an operationsand management perspective. And, Noble Systems continues to set the industrystandards for account management and customer satisfaction. An in-house contactcenter provides a live testing ground for product development. Our commitment toclient relationships has allowed us to grow our business through word-of-mouth andreferrals. For the first eight years, client recommendations generated almost 100% of ourbusiness; referrals remain an integral part of our new business acquisition. In addition,Noble continues to maintain the patronage of our very first client.

NOTE: Noble Systems represents that, to the best of its knowledge, the responses and statementsprovided are accurate at the time of this proposal; however, product details and support/projectinformation are subject to change. Final confirmation of features and agreement to policies,procedures, standards, terms and conditions will be reached during contract negotiations.

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NOBLE CONTACT CENTER TECHNOLOGY SOLUTIONSNoble® Enterprise Solution

Noble® Workforce Management

Noble® IQ

Noble® SMB Solutions

N O B L E C O N T A C T C E N T E R T E C H N O L O G Y S O L U T I O N S

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Contact Center Solutions> Customization & Integration: Open Architecture for the Ultimate in System

FlexibilityOur integrated hardware and software platforms features a completely open design,providing extensive integration and data exchange options, as well as compatibility withexisting systems. The solution is built to meet or exceed all open standards and includesseveral ODBC drivers & APIs for a range of connectivity, integration and developmentchoices. Noble helps protect your infrastructure investment by fitting into your existingoperating environment, rather than requiring you to change your business processes.

> Scalable Solutions: Convenient, Affordable Upgrade PathsSolutions from Noble Systems are built around superior customization and scalability tofulfill your company’s unique business needs. Noble Systems offers a number ofconfigurations and options to meet the needs of large, mid-size, and small businessenvironments. Our systems are designed to grow with you, allowing you to add seats orfunctionality without sacrificing your current technology investment.

> CTI: Computer Telephony IntegrationIn addition to our unified platforms for inbound/outbound/blended contacts, Nobleplatforms also provide best-of-breed point solutions that work with inbound switches formulti-site networking and legacy system integration. Our CTI tools can be used to blendagents from outbound duties to an external ACD for inbound duties. The flexibility andopen design of our solutions also supports seamless interfaces with other CTI applications.

> Top-Quality Client Services: Consulting, Project Management, Implementation, Training & Support

No product stands alone, and support is a critical requirement for mission criticalenterprise applications like a call center solution. Our expert Noble CARE team ofconsulting, implementation, training and technical professionals is dedicated todelivering first-class services that help you optimize your programs and maximize theresults of your investment in our solutions.


Noble Systems offers a range of contact center solutions to meet the needs of small, mid-size, and enterprise

organizations. These powerful capabilities place Noble Systems in the leadership position of providing the industry's

most comprehensive and affordable customer interaction management solutions. Whatever your business needs or

size, Noble Systems can match you with the solution set that meets your functionality requirements and organizational

goals, and offers the right-fit for your contact center to help you improve productivity, reduce costs, increase

performance and grow your company.

Noble Systems®' tailoredsolutions transform your

call center into atrue profit center.

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Noble® Enterprise Solution The Noble Enterprise Solution suite consists of enterprise class, state-of-the-art hardwareand software components to deliver high performance, reliable computer telephonyand contact center management applications. Available in both on-premise, hostedand premise-cloud hybrid platforms, Noble enables enhanced customer interaction,giving your company the ability to increase and control the quantity and quality of yourclient communications tactics. Robust functionality within the Noble Solution empowersclients to design sophisticated campaigns without complex programming, leveragereal-time decision making tools, achieve ultimate agent productivity, increase agentretention, and maximize overall campaign performance and results.

The suite starts with powerful predictive dialing and an inbound ACD. All agent stationshave access to blended inbound/outbound call handling for maximum efficiency andproductivity. A blended environment enables managers and agents to control a highvolume of calls, emails, and other customer contact channels in a sophisticated,channel environment. Using an integrated relational database for capturing andaccessing customer data, analytics intelligence to refine contact strategies and qualityof the interaction, and resource planning tools, Noble delivers an essential tactic for one-to-one inbound and outbound marketing campaigns and customer care programs,and enterprise-wide CIM strategies. All customer contacts enter the database’s universalqueue to organize and schedule a timely response for a high volume of interactions. Avariety of available add-on options extend the functionality of the solution even further.

Core Components:Noble® PDS – predictive dialer solutionNoble® ACD – inbound platform with skills-based routingNoble® Blended Agent – seamless integration of inbound and outbound call

Management Suite:Noble® Composer – scripting and workflow builder and agent interfaceNoble® Mimic – unified agent desktop with emulation & data consolidationNoble® Maestro – intuitive management & reporting portalNoble® Harmony & Web Reports – mobile management & reporting application

Distributed Architectures:Noble® VoIP – native Voice over IP Noble® SIPhony – award-winning platform for IP and hybrid IP/TDM environmentsNoble® Remote – remote agents & managers for distributed deployments

Redundancy & Compliance:Noble® Secure / Noble® PCI – advanced options to protect your data Noble® RepliServer – data redundancy and recoveryNoble® RAS & VAS – advanced storage for reporting and voice/video filesNoble® IP-PBX – software PBX with ‘big business’ features



Additional Enhancements:

Noble® Recorder

Noble® Messenger

Noble® IVR

Noble® TTS

Noble® QA

Noble® WFM

Noble® Speech Analytics

Noble® Personal Script™

Noble® Payroll

Noble® Payment Processing

Noble® DNC Manager

Noble® ERMS/Web

Noble® Cloud (CaaS)

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Noble® Workforce ManagementNoble ShiftTrackTM Workforce Management is a comprehensive workforce planningsystem that can accurately forecast call volumes, leverage flexible schedulingprocesses, integrate with other corporate systems, and produce reports that measureagent and center performance. ShiftTrack WFM provides a powerful, robust andaffordable solution that is easy to deploy for centers of all sizes, with dynamic featuresand world-class technology that automates every facet of the workforce managementexperience, giving you the tools you need to succeed in an increasingly complexenvironment.

> Create Forecasts and Optimize Staffing Schedules

> Manage Schedules More Efficiently

> Improve Communication Between Agents & Managers

> Capture & Analyze Critical Contact Center Data

Noble® IQ Noble IQ offers an integrated toolset for Interaction Analytics, including data and speechanalytics tools, to help you refine your contact strategies and improve the quality of yourinteraction programs. These powerful solutions provide you with actionable interactionintelligence and advanced business process decisioning capabilities that let youdetermine who to contact, when to contact them, and how to contact them, whileoffering insights and tools for building more effective workflows and scripts, and advancedstrategy management and list queuing to make the most of each and every contact andto dramatically improve campaign performance.

> Gather Customer and Market Intelligence from Call Recordings

> Analyze Conversations Quickly & Easily

> Improve Agent Training & Performance

> Optimize Contact Schedules & Increase Right-Party Contacts

> Enhance overall campaign effectiveness by combining critical data, predictive analytics & automated decisioning

> Manage the outbound channel more efficiently with advanced enterprise campaign and call strategy automation



ShiftTrack WFM:

ShiftTrack Plus

ShiftTrack Agent

ShiftTrack Realtime

ShiftTrack Remote

Noble IQ:Speech Analytics

Channel Optimization (Vincio)

Contact Optimization (CallTech)

Advanced Strategy & Campaign Mgt (OnQ)

Quality Assurance


Noble® SMB SolutionsThe flexible, right-sized Noble Solutions offer entry-level platforms for small and mediumsize businesses (SMB) that provide all the options you need to make your contactbusiness run smoothly. Whether you have inbound, outbound, blended or multi-mediacontact management needs, Noble Systems’ smart technology gives you a leg up onyour competitors including:

> The manageability and control of information to provide supervisors and managers with real-time decision support.

> The capability to add new services such as email, inbound contact or call blending that enhance customer satisfaction.

> The ability to enhance your customer and agent interaction.

Noble offers full-featured solutions for inbound, outbound, and blended call centers ofall sizes. Modular components and multiple open integration options allow you toexpand, customize, and integrate your systems as you grow and as technologyadvances. You can empower your call center with a world class platform that deliversrobust features, reliability, and scalability.

NOTE: Noble Systems represents that, to the best of its knowledge, the responses and statementsprovided are accurate at the time of this proposal; however, product details and support/projectinformation are subject to change. Final confirmation of features and agreement to policies,procedures, standards, terms and conditions will be reached during contract negotiations.


SMB-Ready Solutions:

Outbound, Inbound & Blended

Predictive Dialing

ACD and IVR

Compliance Management

Automated Voice Messaging

Recording

Scripting

Reporting

Monitoring

Voicemail

Remote Agents

VoIP & TDM Options

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T H E N O B L E S Y S T E M S A P P R O A C H

Successful Implementations

Client Services– Noble® CARE

– Noble® UNIVERSITY

– Noble® PRO

Successful ImplementationsNoble Systems’ proactive approach ensures the successful implementation of yourcontact center solution, with phases including:

• Pre-Acquisition Consultation

• Needs Assessment

• Success Factor Identification

• System Customization

• Project Management

• System Installation and Training

• On-going Support

> Pre-Acquisition ConsultationNoble Systems' Account Managers work closely with each client to identify thecompany's goals and call center needs. This allows us to determine the appropriate mixof products and technologies to deliver a best-fit solution. By developing anunderstanding of your business structure and listening to your needs, we can offerworkflow suggestions and management ideas to further improve the effectiveness ofyour operations. Our Sales and Professional Services treams will help prepare you tomake the right choices with the confidence that the company you are working withunderstands your business.

> Needs AssessmentThe Needs Assessment provides an in-depth view of the client's business and itsrequirements for call center technology. Your input is essential to developing anautomation system perfectly suited for your day-to-day operations, as well as yourcompany's long-term strategic plan. Noble Systems' representatives will ask questionsabout your workload, operating environment, company direction and communicationchannel needs. With this information, your Account Manager can design a solution toyour company's specifications.


8NO B L E SY S T E M S CO R P O R A T I O N

Noble Systems Corporation is committed to helping our clients achieve their goals by driving their productivity and

transforming their call centers into true profit centers. Contact Center Technology Solutions from Noble Systems deliver the

functionality and power to manage all of your customer contact needs. Our advanced technologies transform your call

center into an integrated multi-media communications hub. From inbound/outbound and blended phone calls and faxing

to web-enabled capabilities and IP telephony structures, Noble Systems can help you design a truly tailored solution.

Whether you are looking for a system to support basic teleservices programs or to develop a complete CIM solution, Noble

provides the tools you need to build your success.

Noble Systems®' industryprofessionals learn your

business to develop asolution that meets

your business needs.

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> Success Factor IdentificationThe implementation of your solution is enhanced through the identification of NobleSystems' factors for success, including:

• Expertise in effectively applying technology• Demonstrated commitment to client care• Quality philosophy and processes• Know-how in contact center management • Experience in on-time, on-budget client installations

> System CustomizationNoble Systems recognizes that not all call centers have the same needs. The modularand custom architecture of our system allows you to select the options that best suit yourbusiness structure and needs. Whether you need a stand-alone predictive dialer andcall management product for outbound contacts, an integrated ACD for blendedcalling, or a complete multi-channel contact management solution, Noble productexperts will work with you to create the foundation of your system design.

System customization goes beyond our core components and enhancement tools.Existing software applications can be modified and tailored to your specialized businessneeds. New applications can be developed to your specifications. To ensure thedelivery of quality products, Noble’s installation team performs extensive testing in a livecall center prior to release. For each customization project, Noble conducts four stagesof certification to guarantee that system performance meets your standards.

> Project ManagementEach Noble Systems client is assigned a Project Manager to oversee the implementationof your call center automation application. The Project Manager works closely with yourcompany to develop a timeline for the execution of your implementation. Our ProjectManagement professionals interact with your Account Manager and our ProductDevelopment and Noble Training teams to ensure that customizations, testing, delivery,installation and training are coordinated. The universal goal behind everyimplementation plan is to initiate a smooth transition to your new system with minimalimpact to your existing operation or workflow.

> System Installation & TrainingNoble Systems will deliver and install your solution on-time and on-budget, based on theimplementation plan developed in conjunction with the Noble Project Managementteam. All installations are completed by Authorized Noble Field Technicians. A NobleTrainer will deliver on-site system training following the installation of your Noble suite.Follow-up on-site and classroom courses are available to enable you to optimize thepower and efficiency of your system.

> On-Going SupportNoble Systems is committed to providing highly attentive client support. With a skilled,responsive in-house technical support team, full service support and maintenanceoptions, and built-in system protection, Noble CARE Support is there when you need us.



Noble’s implementationmethodology has been

refined over thousands ofinstallations. Our project

teams work with you toensure a smooth

transition process.

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Our engineers' primary focus is to make sure your call centers can keep doing their job,no matter what happens. Client Management professionals provide an additionalresource, helping you identify and take advantage of new business opportunities.

Client ServicesWhen you invest in Noble Systems, you are not just buying the leading callautomation product. You get a total contact center management solution,customized to meet your goals and business needs.

Noble Systems’ value proposition includes a highly attentive client-centric network ofservice professionals to ensure that you realize the maximum benefits from yourinstallation.

• Noble® CARE

• Noble® UNIVERSITY

• Noble® PRO

> Noble® CAREOne of the most significant elements of Noble Systems’ turnkey operation is our superiorHardware & Software Support offer. Noble understands the importance of providing anintegrated source of attentive and effective support and offers full service support andmaintenance options that are renewable on an annual basis. The in-house Noble CARESupport Team provides expertise in the operation and troubleshooting of our productsand other call center components. Clients with active support agreements have directaccess to our knowledgeable technicians, with the comfort of around-the-clockavailability. You can depend on Noble CARE for responsive client support.

The Noble CARE Support plan includes:

• Product Expertise

• 24 / 7 / 365 Support

• Client Management

• Core Software Upgrades

• Noble® Guardian System Monitoring & Diagnostics

• Remote Administration

• Emergency Management Escalation Process

• Disaster Recovery

• Select Noble Users Group (SNUG) Membership

• Enterprise Support Plan option for enhanced services



Noble® CARE offers fullservice support with the

comfort of expertknowledge, superior

responsiveness & around-the-clock accessibility.

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> Noble® UNIVERSITYNoble UNIVERSITY offers educational programs which are designed to help you get themost out of your investment in our technology. Our training packages are tailored toyour needs, allowing you to select from a number of courses that will help enhanceNoble’s ease-of-use features and integration with the existing operating environment.Classes are taught by our in-house team of Trainers, who work with our product everyday, and not by a third-party provider. From initial System Management training toadvanced courses, our curriculums are focused on helping users become self-sufficientto manage their Noble solution internally and to meet their contact center goals.

The Noble UNIVERSITY Training team is built around a foundation of knowledge andfamiliarity with the contact center industry. Our trainers complete extensive producttraining and certification for all components of the Noble solutions. In addition, membersof the Noble Training team have previous experience inside call center environments, sothey understand how our technology affects your business, and what you need to learnto manage daily activities and meet program goals.

Comprehensive Training ProgramsNoble UNIVERSITY offers a combination of On-site, Classroom, and Web-based trainingsessions for basic and advanced system training. All instructor-led classes offer acurriculum format based on lecture, hands-on exercises and follow-up testing tomaximize the effectiveness of the training. Our web-based coursework includes easy tofollow tutorials and online testing.

Our flexible curriculums let you choose the education path that best meets your needs,from Certifications on the basic system components or specific applications based onuser roles, to complete platform Certification with advanced technical training. YourProject Manager and designated Trainer will work with you to determine which coursesand training options provide the best-fit for your organization and your solution.

> Noble® PROWhile every contact center is unique, common opportunities and challenges runthrough each organization. With over 20 years of organizational experience in theindustry, Noble Systems understands the day-to-day operations and the complexities ofmatching technologies, people, and processes with the long-term goals of contactcenters. Built upon the knowledge and expertise we have gained from working with adiverse set of industries and applications, our Noble PRO services are tailored to theneeds of contact center environments. Our focus is to distinguish each client’s individualbusiness needs and then share our know-how and resources to help them capitalize onnew business opportunities and improve the performance of their customer contactoperations.

• Business, Operational & Contact Center Strategy Analyses • Implementation and Integration, Custom Development & Project Management• Remote Consulting Engagements for Assessment, Design, Set-up & Deployment • Residency Services for On-site Engineers or Interim Management• Value-added Programs for Data Security, PCI, Compliance, and more


Noble® UNIVERSITY’s trainingprograms help you

maximize your investmentin Noble Systems.

Noble® PRO is a team ofprofessionals committed to

supporting our clients with1st-class services.

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Copyright © 2013 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written permission from Noble Systems Corporation. NobleSystems, Noble, the n-logo, Amcat, Liberation and ShiftTrack are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While every precaution has been takento ensure the accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information contained in this document issubject to change without notice.


Get to Know Noble Systems

Are you ready to increase agentproductivity, improve the overallperformance of your center &reduce your costs?

Contact us for your FREE BusinessAssessment and let Noble Systemshelp you grow your business!

1.888.866.2538 | +1.404.851.1331www.noblesystems.com

SO L U T I O N &SE R V I C E S

OV E R V I E W

A P P E N D I X

The Noble® Enterprise Solution suite is a unified, single-source Customer Contact Management solutionfor today’s advanced enterprise environments. Noble Systems helps you control costs and improveoperational efficiencies by providing information management and operational tools to manageblended inbound and outbound communications. Our solution combines an open platform with anintegrated relational database, flexible scripting and workflow tools, monitoring and quality assurancefeatures, skills-based routing, IVR and messaging functions, agent, campaign, and workforcemanagement tools, analytics and strategy planning features, and real-time reporting to offer a completeend-to-end solution for total control of your customer interactions.

Unified Contact Center ManagementNoble ® Enterpr ise Solut ion

Get the Advantage of Working with a Proven, Industry LeaderFor more than 20 years, Noble Systems has been delivering solutions that build performance andproductivity, improve the quality and effectiveness of customer contacts, and reduce costs. Ourunified solutions include the key software technologies that contact centers need most:Predictive dialing, Inbound contact management and ACD, IP-PBX, Self Service IVR software, CTIfor intelligent screen pops, Digital Recording, Workforce Management and Reporting,Advanced Analytics, Strategy Management, and VoIP Support. Noble also provides seamlessintegration to existing corporate environments, reducing your learning curve and protecting yourtechnology investments.

Control Activities & Build Efficiency with Intuitive Management ToolsNoble offers business managers intuitive graphical tools to help them develop and customizeinbound/outbound contact strategies. The Management Suite gives users complete control ofcontact center activities to efficiently oversee the setup and management of contact centerapplications. Composer presents innovative script, workflow, campaign, and list management.Maestro provides managers with real-time reporting on agent, group, list, and service statistics.Noble’s solutions deliver an exceptional combination of quality, experience, and service.

Manage Multi-Media Communications with a Customized SolutionNoble’s ‘universal queue’ allows agents to control a high volume of calls, emails, chat messages,callback requests, and other contact channels in a sophisticated, multimedia environment.Additional tools are available for quality control, digital recording, customer self-service, paymentprocessing, remote agents, and off-shore site support to help you build a solution suite that meetsyour unique contact center needs.

Experience the Power of an Open, High-Performance PlatformThe Noble EnterpiseSolution consists of enterprise class hardware and software components thatdeliver high-performance computer telephony applications. Noble runs on the open Linuxplatform, allowing rapid development of custom applications to meet business demands, and theflexibility to integrate with third-party applications. Our solution includes an integrated object-relational database management system and supports web-services.

Benefit from a Comprehensive Training & Support PackageNoble Systems helps you make the most of your technology investment. A step-by-stepimplementation plan and hands-on training program ensures a smooth installation and transitionperiod. Our ‘triple team’ approach to support includes full-service Noble® CARE hardware andsoftware maintenance plans, access to 7x24x365 tech support, and our satisfaction guarantee.

> Unified Customer Contact Management Solution

> Blended Inbound & Outbound Multi-mediaContacts with the‘Universal Queue’

> Customized Agent Scripts & Workflows

> Intuitive Management Portal & Real-timeReporting

> PBX, Dialer, IVR, Recording, Messaging,WFM, QA, Analytics& More

“ The Noble® Solution was just as feature richas the other products, at a fraction of the cost.Call production hasincreased by 100% and contacts by nearly 150%. ”

ABOUT NOBLE SYSTEMS CORPORATIONNoble Systems Corporation is a global leader in the customer communications industry, providing innovativesolutions for Unified Communications, Business Process Management and Analytics. Tens of thousands of agents at4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Nobleoffers a unified suite of multi-channel inbound, outbound and blended contact processing, strategy planning, andresource management tools for companies of all sizes. Our CPE, CaaS and innovative premise/cloud hybridplatforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging,interaction analytics and workforce management. Call 1.888.8.NOBLE.8 or visit www.noblesystems.com.

Copyright © 2013 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written per mission from Noble Systems Corporation.Noble Systems, Noble and the n-logo are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While every precaution has been taken to ensurethe accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information contained in this document issubject to change without notice. Solutions and Services described above are representative; a mutually-executed agreement will contain the specific functionality and services to be provided.

Americas: 1.404.851.1331~1.888.866.2538 APAC (AUS): +61 (02) 8222 0500 EMEA (UK): +44 (0) 161 772 7100 LATAM (MX): +52 (55) 5488 6828www.noblesystems.com 1.2013

The Noble® Telephony platform provides predictive dialing with an inbound ACD, so all agent stationscan take advantage of blended inbound/outbound communications for maximum efficiency andproductivity. The unified platform allows centers to manage voice, email, and web contacts in asophisticated, multi-media environment. Our integrated relational database captures and stores contactinformation for enterprise-wide CIM strategies.

Contact Center Technology Solut ionsNoble® Telephony

Noble® PDS (Predictive Dialing Solution) : Outbound Call AutomationThe Noble Predictive Dialing Solution automates, organizes and manages your calling campaigns and resources, helping you build productivity, increase outbound call volume, andmaximize agent on-phone time. The full-featured outbound solution delivers call, list, andworkflow management with Legislative Compliance features. The PDS manages systemactivities through our robust integrated database. Our call management software alsoprovides local or remote reporting, monitoring, and supervision control that helps you manageyour operations more effectively.

Noble® ACD : Intelligent Inbound RoutingNoble ACD helps you manage inbound contacts in the Noble platform. With an integrated ACD, you can reduce the number of dropped calls by eliminating transfers and decreasingon-hold times. Other features include digital messaging, interactive voice response (IVR),priority queuing, PBX integration, and multi-site networking. Through a combination ofintelligent routing and comprehensive real-time monitoring, reporting, and managementtools, Noble enables your organization to simultaneously maximize customer service levels andcontact center productivity.

Noble® Database : Integrated Relational DatabaseNoble features an integrated database that powers and organizes your Noble contact center management solution. The Noble Database utilizes an industrial strength, enterprise-classORDBMS (Object-Relational Database Management System) that is the solution of choice formany of the world's premiere organizations. Noble captures customer information, populatescustomer data, allows integration with external applications, and supports customizedcampaigns to improve the quality and efficiency of customer interaction.

Noble® Contact Blending : Universal Stations in a Universal QueueThe Noble Enterprise Solution provides a single, unified platform for managing your customer communications. The system maximizes resources and improves agent effectiveness, allowingagents to dial out while waiting for inbound calls. When combined with ERMS and webfeatures, Noble provides ‘universal’ queues for phone calls, emails and web contacts.

Noble® SIPhony : An Evolutionary Unified Contact Platform With an IP-ready, total SIP solution that supports traditional TDM or hardware-based telephony, native-IP, and hybrid platforms, Noble makes it easy for organizations to migrate to a SIPenvironment. SIPhony provides the best of both worlds – seamless point solution integration toexisting environments or a stand-alone unified system – to help companies achieve greaterperformance, improve customer service, and lower the cost of doing business.

“ Noble allows us todevelop strategies thathelp our agents talkwith more people,increasing outbounddialing so that we getbetter list penetrationand driving inboundtraffic so that we canclose more business. ”



Copyright © 2013 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written per mission from Noble Systems Corporation.Noble Systems, Noble and the n-logo are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While every precaution has been taken to ensure theaccuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information contained in this document is subjectto change without notice. Solutions and Services described above are representative; a mutually-executed agreement will contain the specific functionality and services to be provided.

The Noble® Management Suite allows you to take complete control of your contact center activities.The management pieces place a full range of contact and system management functions at yourfingertips for script development, program administration, resource management, agent monitoring,and activity reporting.

Contact Center Technology Solut ionsNoble® Management Suite

Desktop Design & Custom Scripting : Noble® ComposerNoble Composer offers innovative script and campaign workflow management softwaretools that allow you to create custom agent desktops for more efficient customercommunications. Our rapid application development tools allow non-technical managers todeploy sophisticated, custom scripts easily, using menu-driven, point-and-click functions –without the aid of a programmer. Our windows and web-based custom desktop productssave time and resources, helping you put new programs into production quickly for fastresults. Noble also supports integration with your existing applications using OCX scripting,browser-based scripts, and other solutions.

Management & Reporting : Noble® MaestroThe Management Suite is the command center for accessing the power and flexibility of theNoble communication and telephony server. Noble Maestro offers a graphical, front-endsystem from which users direct and monitor inbound and outbound contacts. The system'seasy-to-use interface enables managers to efficiently oversee the setup and management ofyour contact center applications, providing maximum connect time and effortlesscoordination of operations.

The Management Suite provides a robust toolset that allows managers and supervisors tomonitor contact center activity through access to up-to-the-minute information pulleddirectly from the database. Noble’s real-time web-based reporting lets users view agent,group, campaign, and list statistics to direct call activities and meet business objectives. Withthe use of the intuitive Maestro software, managers can analyze programs to identify trends,successes or bottlenecks. Statistics are available for both current and historical data, and canbe reviewed in both detail and summary views for on-screen, print or email delivery.

Noble® Harmony and Web Reports take our Maestro manager tools ‘on the go’ with powerfulbrowser access for remote and mobile contact center management and reporting. Harmonyand Web Reports allow managers to move away from their desks while still having full accessto setup, monitoring and reporting tools from the Maestro management portal. Supervisorscan see what their teams are doing and view real-time activities and stats via internet devicesand inexpensive tablets, whether on the center floor, in a meeting, or away from the office.

“ Composer allows us tointegrate our agentdesktops to streamlineworkflows and eliminateredundant tasks.Maestro is extremelyeffective for managingour day-to-dayoperations and to stayon top of what ishappening in thecenter. We can ensruethat agents areproductive, managershave the informationthey need, and serveour customers better. ”



Copyright © 2013 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written per mission from Noble Systems Corporation.Noble Systems, Noble and the n-logo are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While every precaution has been taken to ensure theaccuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information contained in this document is subjectto change without notice. Solutions and Services described above are representative; a mutually-executed agreement will contain the specific functionality and services to be provided.

The Noble® Enhancements Series encompasses additional options for advanced functionality. More thanjust a predictive dialing and ACD system, the Noble® Solution suite’s ‘building block’ approach offers theability to create a solution to meet your unique business requirements and to enrich and expand yourcustomer communications.

Contact Center Technology Solut ionsNoble ® Enhancements

Noble CaaS Options : Communications as a Service deployment options with full enterprise functionality

Noble SBR : Skills-Based Routing sends calls to the right agent every time, increasing first-call resolutions

Noble IVR & TTS : Interactive Voice Response offers menu options to route calls automatically with optional text to speech for personalized self-service

Noble Messenger : Outbound broadcast messaging for ‘agent-less’ programs

Noble QA : Screen capture, agent monitoring & agent scoring for advanced quality assurance

Noble Recorder : Digital Voice & Screen Recording Systems for quality assurance & quick, easy file archiving & retrieval

Noble Speech Analytics : Analysis of recorded data to identify trends & improve quality

Noble Data Analytics : Best Time to Contact, Best Channel to Contact, & Contact Strategy Planning to optimize contacts and results

Noble Workforce Management : Robust forecasting & staffing management solution

Noble Compliance : Database & system security options and DNC List Management to help meet regulatory and industry compliance standards

Noble ERMS & Web : Email & Web-enabled Management for multi-channel contacts

Noble Universal Queue : Unified queue for voice, fax, email, & web contacts

Noble CTI BAG : Blended Agent Gateway integrates Noble with your existing PBX

Noble Remote Agents : Offsite & work-from-home agents for more staffing flexibility with full control of agent activities – wherever they are located

Noble DR : Archiving and storage solutions, and data replication and system redundancy for disaster recovery and business continuity

Noble Personal Script™ : Patented script recording technology helps improve agent performance and script adherence

Noble Payment Processing : Credit card authorization & check-by-phone processing

Noble IP-PBX : Software-based phone systems with all of the ‘big box’ features, without the big price tag

“ Noble is a completelyintegrated solution.Everything you want foryour contact centertechnology, Nobleoffers. We don’t haveto look at differentvendors, because it isall in the Noble Solution.And, there is only onesystem to learn and to support. ”



Copyright © 2013 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written per mission from Noble Systems Corporation.Noble Systems, Noble, Composer, Maestro, the n-logo, Amcat and Liberation are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While everyprecaution has been taken to ensure the accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. Theinformation contained in this document is subject to change without notice.

When you invest in a Noble Systems solution, you are not just buying the leading call automation products.You get a total contact center management solution, customized to meet your goals and business needs.Noble Systems’ value proposition includes a highly attentive client-centric network of service professionalsto ensure that you realize the maximum benefits from your installation. Noble’s Client Services organizationoffers Technical, Educational and Consulting Services for the life of your investment, from the initialpre-sales consultation to ongoing account management and customer support – all designed to help youoptimize your contact center technology and business operations.

Best- in-Class Support , Training & Consult ingNoble® Client Services

Noble® CAREOne of the most significant elements of Noble Systems’ turnkey operation is our superiorHardware & Software Support offer. Noble understands the importance of providing anintegrated source of attentive and effective support and offers full service support andmaintenance options that are renewable on an annual basis. The in-house Noble CARE®

Support Team provides expertise in the operations and troubleshooting of our productsand other call center components. Clients with active support agreements have directaccess to our knowledgeable engineers, with the comfort of around-the-clock services.You can depend on us for responsive technical support.

Noble® UNIVERSITYNoble® UNIVERSITY offers educational programs that are designed to help you get the mostout of your investment in our technology. Our training packages are tailored to your needs,allowing you to select from a number of courses that will help enhance Noble’s ease-of-use features and integration with the existing operating environment. Classes are taughtby our in-house team of Trainers, who work with our product every day, and not by a third-party provider. From initial System Management training to advanced courses, ourcurriculums are focused on helping our users become self-sufficient to manage their Noblesolution internally and to meet their contact center goals.

Noble® PROWhile every contact center is unique, common opportunities and challenges run througheach organization. With over 20 years of organizational experience in the industry, NobleSystems understands the day-to-day operations, and the complexities of matchingtechnologies, people, and processes with the long-term goals of contact centers. Builtupon the knowledge and expertise we have gained from working with a diverse set ofindustries and applications, our Noble® PRO services are tailored to the needs of contactcenter environments. Our focus is to distinguish each client’s individual business needs andthen share our know-how and resources to help them capitalize on new businessopportunities and improve the performance of their customer contact operations.

“ Noble Systems’professionals take thetime to learn andunderstand our businessin order to deliversolutions and servicesthat meet our specificneeds, working as abusiness partner to helpus achieve our goals. ”

> Best-in-Class Services from a Global ContactCenter Industry Provider

> Trusted, Proven Expertise for Your Noble ContactCenter Platform

> Leverage Our Know-How& Resources to TransformYour Business

Americas: 1.404.851.1331~1.888.866.2538 APAC (AUS): +61 (02) 8222 0500 EMEA (UK): +44 (0) 161 772 7100 LATAM (Mx): +52 (55) 5488 6828www.noblesystems.com 1.2013


Copyright © 2013 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written per mission from Noble Systems Corporation.Noble Systems, Noble, Composer, Maestro, the n-logo, Amcat and Liberation are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While everyprecaution has been taken to ensure the accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. Theinformation contained in this document is subject to change without notice.

A P P E N D I X

SU C C E S S ST O R I E S

Ameridial, Inc (formerly OKS Ameridial Worldwide, Inc.) is an international call center with international program management

experience since 1987. Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound

outsourcing solutions for a variety of industries. The contact centers are located in the United States, Canada, and India with sales

offi ces in the United Kingdom, Canada, and Germany.

After using an incumbent system for more than ten years, Ameridial was faced with the dual challenges of fi nding a more powerful

solution and meeting new legislative requirements. Jim McGeorge, Chairman, says, “We had been with our dialer vendor for over

a decade, and the technology worked well, but changes in their organization and commitment to product development led us to

explore other vendors. We also needed to make sure that we would be in compliance with FTC regulations. And, we really wanted

a single platform that would service all of our needs, including blending, IVR, and recording.”

The service bureau narrowed the fi eld of products to a few vendors. After a thorough RFP

process, Ameridial selected the Noble® Enterprise solution from Noble Systems. “We looked at

all of the best products and chose Noble Systems. Noble met our needs for a unifi ed platform

to support blended outbound and inbound contacts, while offering advanced features,”

states McGeorge. “We liked that Noble Systems came from a service bureau background

itself, and has built the solution in-house, rather than buying and piecing together other

products. We believe that Noble Systems has the best team of people and the best product

value in the marketplace.”

Ameridial purchased Noble for 300 agent seats located across 8 call center sites. The

distributed architecture is based in a centralized offi ce in Canton, Ohio, and 7 remote centers

utilize Noble’s SIPhony environment.

Noble provides a full-featured dialer and ACD package, with more baseline functionality than

other contact center vendors. The system allows agents to work in a truly blended environment,

receiving both inbound and outbound calls without having to log-off of one program and log-

on to another. The integrated Noble Recorder is used to record conversations, and Ameridial

is moving towards recording 100% of its phone calls. The Interactive Voice Response (IVR)

package is used for inbound calls to route callers based on menu options. Text to Speech is

also used for outbound messaging and self-service.

Agents use a combination of scripts, depending on the project. Noble’s Composer provides

a toolset for rapid application development of sophisticated scripts without complex

programming, so that the service bureau can build new scripts and make changes to existing

ones quickly. Noble’s fl exible agent desktop environment also allows agents to use Visual

Basic scripts for other campaigns, based on the individual program.

Summary:Ameridial, Inc. is a leading service bureau with contact centers around the world. The company selected the Noble® Solution to replace its existing technology, and gained an integrated platform for blended inbound and outbound contacts, as well as tools for FTC compliance. Noble Systems offers a fl exible solution with advanced features that helps the bureau meet the diverse needs of its clients.

Industry | Service Bureau

Applications | Lead Generation, Sales, Verifi cation & Fundraising

Solutions | Outbound Predictive Dialing, Blended Inbound Processing, Call Recording, IVR, Text to Speech, Real-time Reporting, Distributed Architecture with Remote Sites, VoIP, Centralized Reporting, Database Replication, Custom Scripting, OCX Interface to Existing Database

Seats | 300

SERVICE BUREAU

SUCCESS STORY

“The variety of features helps us meet the diverse needs of our clients. We work with

lead generation, inbound and outbound sales, information gathering, and not-for-profi t

programs, and every client has different requirements. Noble gives us the tools to better

serve these companies,” McGeorge explains.

Noble’s open database design allows Ameridial to use its existing SQL database, rather

than having to convert all of their data into a new environment. McGeorge observes, “We

pull lists from SQL to Noble, and the system sends real-time updates back to the database,

so we always have the most current data. We can separate all of our data processing from

the dialer, enabling us to maximize its power.”

The Noble CARE support team provides implementation, training, and technical assistance

services. “Overall, the support team is very helpful and responsive. The group always shows

a willingness to work together to get to the root of an issue, and to escalate the request

when necessary,” says McGeorge.

With its high-capacity platform and fl exibility, the Noble Solution Suite is helping Ameridial

meet its contact center goals. McGeorge states, “Noble’s ability to fl at-out dial is very

important. It really supports a high through-put. We are a ‘power’ user, and we enjoy

pushing the full range of system features. Using the call pacing options, we have been

able to comply with FTC regulations for abandonment rates. And, we have a completely

integrated platform that helps us produce better results for our clients. We are looking

forward to extending our relationship with Noble Systems as we continue to add features

and functionality to continue to improve our contact center performance.”“ We looked at all of the best

products and chose Noble

Systems. Noble met our needs for

a unifi ed platform to support

blended outbound and inbound

contacts. The variety of features

and system fl exibility give us

the tools we need to better serve

the diverse needs of our clients. ”

Jim McGeorgeChairman

Americas: +1.404.851.1331~1.888.866.2538 APAC (AUS): +61 (02) 8222 0500 EMEA (UK): +44 (0) 161 772 7100 CALA (MX): +52 (55) 5488 6828

www.noblesystems.com

ABOUT NOBLE SYSTEMS CORPORATIONNoble Systems Corporation is a global leader in contact center technology solutions, providing innovative products since 1989 for Unifi ed Communications, Business Process Management and Analytics. Tens of thousands of agents at 4,000+ client installations worldwide conduct business using the award-winning Noble platform for inbound/outbound/blended communications. The scalable, integrated Noble solutions for premise, cloud and hybrid environments include advanced ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, interaction analytics, decisioning and workforce management. Call 1.888.8.NOBLE.8 or visit Noble Systems online at www.noblesystems.com.

Copyright © 2014 Noble Systems Corporation. All rights reserved. No part of this document may be reproduced in any form or by any means without written per mission from Noble Systems Corporation. Noble Systems, Noble, the n-logo, Amcat, Liberation and ShiftTrack are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While every precaution has been taken to ensure the accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information contained in this document is subject to change without notice. Solutions and Services described above are representative; a mutually-executed agreement will contain the specifi c functionality and services to be provided. 8.2005

SUCCESS STORY

Hair Club, founded in 1976, is one of the world’s most widely recognized hair restoration providers. Hair Club’s corporate call

center conducts lead generation and appointment setting for over 95 Hair Club locations in the U.S., Canada and Puerto Rico.

To manage these programs more effi ciently, the company wanted to add an automated contact platform to replace its manual

system. Bob Goupil, Director National Call Center, explains, “We were using manual dialing to set appointments and reminders for

all of our locations. We needed to improve the productivity of our center and to do more with fewer resources. By implementing an

automated system, our goal was to increase productivity by at least 20% and decrease costs by 30%.”

After looking at several systems, Hair Club selected the Noble® Solution. “We were impressed by the professionalism and knowledge

of the Noble team during the sales process. The Noble Enterprise solution was the right fi t in terms of features and capabilities, and

the price was reasonable and fair for the range of fl exibility and our expected return on investment,” says Goupil.

Hair Club uses the system for inbound lead generation and outbound appointment services.

The Noble Dialer provides a powerful predictive dialing engine for outbound calls. The Noble

platform integrates to a Mitel PBX, allowing Noble agents to receive inbound calls and giving

Hair Club a blended environment to improve effi ciency.

Hair Club advertises through a number of sources, including television and direct mail,

and each lead source has a different identifi er and a separate DNIS. As the calls come in,

Noble IVR (interactive voice response) and skills based routing are used to route calls to the

appropriate group. The fl exible Noble Composer scripting tool is used to build agent scripts

for each program. The system recognizes the incoming DNIS to identify the lead source and

pushes the corresponding script to the agent desktop. The lead source is then recorded in

the database with the customer record for lead source tracking. Composer also integrates

directly with Hair Club’s OnContact CRM and appointment setting software to pull up the

appropriate customer record and send it to the agent, so the agent can serve the customer

more quickly, rather than spending time searching for the customer’s information.

Once an appointment has been set at a Hair Club location, the Noble system is used to follow-

up with appointment reminders for customers. The system uses automated messaging to call

customers and leave an appointment reminder with the date, time, and offi ce location.

Hair Club records every call, both inbound and outbound, using the Noble Recorder to keep

a digital fi le of the audio for all transactions. Files are saved to the Noble VAS (voice archive

server) for long-term storage and are easily retrievable in seconds using query tools. Goupil

observes, “Recording every single inbound and outbound call and saving them for three

months is invaluable to our coaching, training, and research activities.”

In addition to an open architecture that gives Hair Club the fl exibility to use Noble with its

existing PBX and software applications, rather than making additional time and money

Summary:Hair Club provides services through 95+ locations across the U.S., Canada and Puerto Rico. The Noble® Solution is used to manage Lead Generation and Appointments for each offi ce through a consolidated call center. With Noble, Hair Club has improved productivity while reducing staffi ng costs, to improve the effi ciency of its business and reach more

customers.

Industry | Consumer Products

Applications | Lead Generation, Appointment Setting, Reminder Calls

Solutions | Outbound Predictive Dialing, Inbound Blending, Custom Desktop Design, IVR inbound and outbound, Automated Messaging, Quality Assurance & Monitoring, Manager/Agent Chat, Real-time Reporting & Management, Integration to Mitel PBX and OnContact CRM

Seats | 20

CONSUMER PRODUCTS

SUCCESS STORY

investments to replace them, Noble offers a range of deployment options. While the Hair

Club’s corporate call center is located in Boca Raton, Florida, the Noble system hardware

is housed in the company’s corporate data center in Tampa.

The Noble Solution has helped Hair Club meet its goals for improved productivity and

reduced costs. Goupil says, “Noble lets us do more with fewer resources. By replacing our

manual dialing with the Noble outbound solution, we have increased outbound dials from

275,000 per month to 1.5 million per month. Our use of resources is much more effi cient with

automated appointment reminder calls that remove the need for an agent. We have seen

a marked reduction in staffi ng costs – by 30% or more – to match the defi nite increase in

contact center productivity.”

“ Noble lets us do more

with fewer resources. We have

increased outbound dials

from 275,000 per month to 1.5

million per month. Our use of

resources is much more effi cient

with automated appointment

reminder calls that remove the

need for an agent. We have

seen a marked reduction in

staffi ng costs – by 30% or more –

to match the defi nite increase in

contact center productivity. ”

Bob GoupilDirector, National Call Center





SUCCESS STORY

Navy Federal Credit Union is the largest credit union in the world with over $25 billion in assets and 2.6 million members. Navy Federal

has 109 branch offi ces and 301 proprietary ATMs worldwide. The credit union serves all Department of the Navy (DON) military and

civilian personnel, contractors who provide service to or work for DON on a regular basis, and their families. Navy Federal offers a

wide variety of services and products in an expanding effort to be the primary lender of choice to our growing membership.

Navy Federal was using a dialer to automate its outbound calling program, but the system offered limited functionality and support.

Thomas Greek, Manager of Collections, states, “Our previous dialer company provided poor customer service and support. We

needed a company to support our growing infrastructure and provide easy-to-use reports for analysis.”

The credit union utilized a Request for Proposal process to explore new solutions for its contact

center needs. After reviewing the options and meeting with several vendors, Navy Federal

selected the Noble® Enterprise Solution from Noble Systems. “Noble offered a powerful

outbound platform and the ability to handle inbound calls,” says Greek. “The suite also

included enhancements for reporting and monitoring as a part of the standard solution –

without having to add-on a lot of options. And, their service and support personnel seemed

to be top notch.”

Navy Federal is using the Noble solution to manage its collections activities. The dialer offers

eight different pacing algorithms, which can be set on a campaign-by-campaign basis. It

also features automatic screening of busies, no answers, disconnects, privacy devices, and

answering machines. “We are using the Preview Dial mode, which allows our agents to

review customer information before the call is dialed, so they can become familiar with the

account,” notes Greek.

Noble also offers three methods for Agent Monitoring, including Listen, Coach, and Barge.

Greek explains, “We are using the agent monitoring to help improve the quality of calls.

With the Coaching mode, our managers can speak directly with the agents during the call,

without the customer hearing the instructions,” Greek says.

The Linux-based Noble platform is built around an open architecture, enabling integration

with the credit union’s existing equipment and software. Greek explains, “We are connecting

to our Avaya PBX, which allows us to transfer inbound calls to agents on the Noble system,

so that we can track their activities and results. We are also interfacing with recording and

monitoring software from Witness Systems. The ability to use the equipment and applications

we already owned rather than buying new systems was a cost-saving factor.”

The Noble Maestro management and reporting portal gives Navy Federal interactive

reporting tools, with options for on-screen views of real-time activities, wizards for common

Summary:Navy Federal Credit Union is

the world’s largest credit union,

serving the fi nancial needs of

2.6 million members. Looking

to replace an existing dialer

with performance and support

issues, the organization selected

the Noble Solution. Noble

provides a unifi ed platform for

outbound and inbound calls,

and allows Navy Federal to

manage its activities, agents,

and programs more effi ciently.

Industry | Financial Services

Applications | Collections

Solutions | Outbound

Predictive Dialing, Blended

Inbound Processing, Custom

Script Development, IVR,

Agent Monitoring, Real-time

Reporting, Report Archiving,

Data Replication, Interface to

Avaya PBX and Witness Systems,

Development Platform

Stations | 350

FINANCIAL SERVICES

SUCCESS STORY

functions for agent and campaign setup and management, administrative tools, and

standard and custom reports. “The Agent Stations view is extremely useful for the daily

management of our programs. It shows us the current status of every agent, and supervisors

can select agents to monitor at the click of a button. We can also drill down for more details

on any individual agent,” observes Greek. “The Excel-based reports help make reporting

much more effi cient for our managers and we have access to a wide range of information

on agents, groups, lists, campaigns, system resources, and more.”

Noble Systems provides complete Project Management and Training services for every

installation. Greek states, “We have received excellent training and support throughout our

implementation process, as well as on subsequent projects.” In addition, the Noble CARE

Support Team offers clients 24x7x365 technical assistance through its Annual Support and

Maintenance Plans. The support plan includes software upgrades, users group membership,

and an Escalation Policy that escalates issues through management, all the way up to the

CEO within minutes, instead of within days.

Navy Federal selected the Noble Solution to replace its existing dialer to improve program

management and agent productivity. Noble gives the credit union a full-featured solution

for managing outbound and inbound collections activities. “We have a much better

understanding of how our programs are performing and what the system is doing for us,”

Greek says, “and we have experienced less down time than with our previous dialer.” With

Noble Systems as its contact center technology partner, Navy Federal is able to manage its

programs more effectively, and will be able to meet its changing technology needs as the

credit union continues to grow.

“ Noble gives us more features

than most other vendors,

including enhancements for

reporting and monitoring, and

the service and support personnel

are top notch. Our managers

can coach agents during calls

and the reports are easy-to-use

for analysis. We have a much

better understanding of how

our programs are performing

and what the system is doing

for us and we have experienced

less down time than with our

previous dialer. ”

Thomas GreekManager of Collections





SUCCESS STORY

Utah Higher Education Assistance Authority (UHEAA) is a Utah state government agency and part of the Utah System of Higher

Education. Since 1976, UHEAA’s focus has been to help Utah students and their families plan, prepare, and pay for college and it

has sponsored a variety of community outreach programs across Utah to accomplish this mission.

UHEAA wanted to upgrade its contact center system for better performance and to support an operational expansion, anticipating

a growth from 35 to 100 agents. Nathan Swensen, Manager - Delinquency Management, explained their position: “Our primary

function is student loan servicing, handling outbound and inbound phone calls for fi nancial aid guidance, collections, default

prevention and loan repayment assistance for students and potential students. We had a small number of seats on a dialer, but

wanted to implement a unifi ed platform to gain more functionality and better management of our programs.”

After looking at several vendors in a detailed review process, the Noble® Enterprise Solution

was at the top of UHEAA’s list. Swensen said, “There were a number of things about the

Noble solution that stood out for us. The system provided a blended inbound and outbound

system that would help us improve down time and increase overall effi ciency. The all-in-

one platform was also key, with expanded features at a cost-effective price point. We

also were able to save money by integrating the new Noble software with our existing PBX.

With our plans to more than double our number of agents, the Workforce Management

option was an additional plus, since optimizing our staffi ng resources would be a big factor

moving forward.”

Noble helps UHEAA serve students more quickly and to reduce call times to maximize agent

productivity. Agents use the Composer web-based agent desktop for call workfl ows. Noble’s

API allows customized integration to the agency’s proprietary database, automatically

locating and pushing account information to the agent screen, eliminating the need for

manual lookups. The built-in IVR and Text to Speech applications support self-service programs

for existing and potential account holders to get information without having to interact with

an agent, including the ability to make payments in a secure, PCI-Compliant environment.

The Noble platform also provides a number of tools to improve the quality of service. Live

monitoring allows managers to observe agent calls in real-time, and to offer assistance when

needed. The Recorder offers both voice and screen capture to verify conversations and to

review agent adherence to scripts and identify areas for further training. The AudioFinder

option helps UHEAA further refi ne its quality and training programs with speech analytics for

effi ciently reviewing call recordings to automatically fl ag keywords and phrases.

The system provides real-time dashboards and control panels for agent and campaign

management, as well as fl exible current and historical reporting in summary and detail views

with the Maestro manager portal and web-based Reports module. The Harmony mobile

Summary:Utah Higher Education Assistance

Authority wanted to implement

a system that would help

increase effi ciency, reduce

agent downtime, and optimize

staffi ng resources. They were

able to move to the head of the

class with the Noble® Enterprise

Solution, gaining the fl exibility and

power of a unifi ed platform to

help them improve productivity

and grow their operations.

Industry | Education

Applications | Collections, Student Loan Services

Solutions | Enterprise Solution, Outbound Predictive & Preview Dialing, Inbound Blending, IVR, Text to Speech, Workforce Management, Call Recording, Screen Capture, Web-based Agents, Agent Desktop Designer, Real-time Management & Reporting, Compliance, Replication, Integration to Avaya PBX and Proprietary Database

Stations | 100

EDUCATION

SUCCESS STORY

manager enables supervisors and administrators to access the manager views and tools

from web-enabled devices, so they can keep on top of programs and results whether they

are walking around the call center fl oor or working from a remote location.

“I have a list of ‘favorite’ features with Noble,” Swensen observed. “The blended system

allows our agents to work on both outbound and inbound programs, so that their

productivity levels remain high rather than having peaks and valleys and unproductive

time. The campaign building tools let us customize scripts and confi gure dialing rules for

different applications, and we can analyze results and make adjustments while a campaign

is in production to help us meet our targets. The List Management tools are also very helpful;

we can schedule lists in advance to transition programs automatically, without having to

manually start and stop them, and we can segment the lists to reach the right contacts for

each campaign.

“The ShiftTrack Workforce Management software also gives us a great advantage. We

are able to create forecasts for future volume based on past results; the forecasting works

for both outbound and inbound programs. We can then use these forecasts to create

staffi ng schedules and the system tracks available resources and agent availability and

puts the right people in the right places at the right times. We save a signifi cant amount of

management time by not having to build the work schedules manually; we can also see

when agents are adhering – or not adhering – to their schedules.”

The Noble Enterprise platform allows UHEAA to expand its operations by providing

contact management tools that help the agency manage a range of student loan

servicing programs, making the most of each agent’s time and optimizing contact center

performance. “Each component of the software works together to create a unifi ed result,

with a single point for system management and administration,” Swensen stated. “With

better forecasting and staffi ng accuracy, we can schedule agents more effectively.

Better list management and campaign planning helps us increase list penetration.

Improved IVR options helps us route and service calls more effi ciently. Overall, agent

productivity is much higher, and on the collections side, we have decreased delinquency

and improved revenues.”

“ A number of things stand

out about the Noble solution.

The unifi ed platform offers full-

functionality with a single point

for system management and

administration. We are able to

make better forecasts, schedule

agents more effectively, increase

list penetration, route and service

calls more effi ciently, improve

agent productivity, enhance the

quality of our contacts, and grow

revenues. ”

Nathan SwensenManager, Delinquency Management





SUCCESS STORY

Wake Forest University Physicians (WFUP) comprises more than 500 physicians who are the medical faculty at Wake Forest University

Physicians and serve as the attending staff of the North Carolina Baptist Hospital. WFUP administers members’ outpatient clinics that

operate about 85 medical and surgical specialties.

WFUP’s contact center manages a variety of patient account services, including collections, pre-registration, and registration

updates. When looking for a contact center solution, the organization needed a fl exible solution that would allow it to meet each

of these needs. Denise Fetters, Associate Vice President - Business Operations, states, “Wake Forest University Physicians Business

Operations needed to identify a solution to enhance its capability with contacting patients. The solution needed to include a virtual

payment center that would be designed to automate outgoing calls through a predictive

dialer and provide immediate on-screen access to patient information. The solution also

needed to deliver an integrated interactive voice response system (IVR) to allow patients an

automated method to complete the payment of bills, confi rm information, or redirect their

call for additional assistance. The single solution would focus on improved cash fl ow, faster

cash turn around, and improved patient satisfaction.”

After exploring several contact center solutions, WFUP selected the Noble® Enterprise Solution

from Noble Systems. “We liked the functionality of the system as it met our different business

needs,” says Fetters. “The references we spoke with were excellent, and the price was

extremely competitive for the value-added features.” The fl exible Noble Predictive Dialer

gives the ability to utilize predictive dialing, preview dialing, and dial now features, which can

be set on a campaign-by-campaign basis. The Noble platform also delivers an advanced

contact management system with inbound, outbound, and blended agents, digital call

recording, voice messaging, interactive menus, customizable agent desktops, integration to

billing software, and credit card processing. WFUP has also upgraded its servers to the Noble

SIPhony platform, offering greater fl exibility and performance.

“We enjoy using many of the Noble features,” observes Allen Weeks, Health Systems User

Analyst. “The custom desktops and pop-up screens push patient information to the agent

screens, and this is seamless to patients. With this new seamless process, the system provides

WFUP Business Offi ce staff immediate on-screen access to patient account information

through database integration. We can also offer customer service with the Noble IVR

(interactive voice response) features for immediate credit reporting, credit card verifi cation,

and account balance inquiry, providing an automated way for patients to inquire about their

balance and facilitating payment opportunities 24 hours a day, 7 days a week. The virtual

campaigns have saved us an exorbitant amount of hours reminding patients of outstanding

balances and updating their registration information. We do a high volume of patient return

calls based on these virtual campaigns which no agent is required to monitor or call.”

Weeks continues, “Noble Maestro gives us real-time reporting, including the status of all

Representatives. We can determine when additional staff needs to support the incoming

calls or when they need to transition to outbound calls. We no longer have personnel sitting

Summary:Wake Forest University Physicians, an outpatient clinical practice associated with the Wake Forest University Baptist Hospital, manages patient contacts including patient registration, referrals, and authorizations, and performs all billing and collection efforts for the practice. The group selected the Noble® Solution to bring advanced technology to its manual processes, and has improved patient satisfaction, increased cash fl ow, and reduced operational expenses.

Industry | Healthcare Collections & Customer Service

Applications | Patient Services & Accounts Receivable

Solutions | Outbound Predictive Dialing, Blended Inbound Processing, Call Recording, IVR, Real-time Reporting & Management, Data Redundancy, Integration to Billing system and PC Charge, Patient Account Screen-Pops, Virtual Campaigns, SIPhony

Stations | 64

HEALTHCARE

SUCCESS STORY

Wake Forest University Physicians

idle waiting for incoming contacts. And, we use call recording as an auditing tool and for

monitoring and training purposes.”

The Noble platform has proven to be very benefi cial for WFUP across a number of its contact

programs. Fetters outlines several of these, citing productivity improvements, including:

“With our manual system, we were limited in collection activities for our Patient Responsibility

Balance programs. We could not contact all of our accounts due to staffi ng and cost issues.

Using Noble, a virtual campaign call is now made to all patients that have not responded

to the initial friendly-reminder letter. If payment is not received on the virtual call campaign,

the remaining patients are contacted through the predictive dialer utilizing the immediate

on-line patient access or pop-up screen. An automated credit card application is in place

that allows the Patient Service Representative to take the payment, transmit the credit

card information and immediately know if the credit card payment is approved. Patients

can also call in and pay with a credit card through the IVR without ever speaking with a

Patient Service Representative. Our costs have been reduced for an average of $9 for an

employee-assisted call to only $0.25 per call for the virtual agent program. We are making

an average of 1079 calls per month, versus 800 before Noble, and our completion rate is

88%. And, we have increased average collections from $120K to $500-700K per month.

We are also using the system for our Pre-registration Programs. It is important to capture

as much registration information as possible prior to the patients presenting for the visit.

With a manual dialing process, not as many patients can be reached, requiring more

registration questions to be answered at the front desk. With Noble, our 17 agents in the

Patient Services Center have increased the average number of outbound calls made by

170%, and completed registrations are up 80%. On the inbound side, calls received have

increased by 123%, with 82% more completed registrations.

Another area of improvement has been our Bad Address Campaign. Before, it was diffi cult

and costly for one FTE to contact all the mail returns through a manual process. With the

dialer and immediate on-screen access to patient information, the program can easily be

handled by one FTE. If the patient cannot be reached during the day, a message is placed

on the patient’s answering machine utilizing Noble’s automated messaging and answering

machine detection tools.”

Overall, Noble Systems and Wake Forest University Physicians have worked together

to create a customized installation that meets the organization’s unique healthcare

business needs. Fetters concludes by describing the Noble platform’s overall impact: “The

Predictive Dialer paid for itself the fi rst month it was in operation (with a net gain of hundreds

of thousands of dollars). The predictive dialer and IVR have been a great enhancement

improving patient satisfaction, increasing cash fl ow, and reducing operational expenses.”

“ The predictive dialer and IVR

have been a great enhancement

to our patient programs. We

have reduced collections costs

from $9 in an agent-assisted

environment to $0.25 with

the virtual campaigns. Dollars

collected have grown from

$120K to $500-$700K per month.

The Predictive Dialer paid for itself

the fi rst month it was in operation

(with a net gain of hundreds of

thousands of dollars). ”

Denise FettersAssoc Vice President, Business Operations

Allen WeeksHealth Systems User Analyst





SUCCESS STORY

N O B L E SY S T E M S CO R P O R AT I O N 1200 Ashwood Parkway, Suite 300 | Atlanta, GA 30338 -4747

[t f] 888.866.2538 | [p] 404.851.1331 | [f] 404.851.1421[e] [email protected] | [w] www.noblesystems.com

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