A new look for the operator work station
The first thing that catches the eye about the new release is that the interface has been completely redone, making it lighter, techier, more modern. The designers focused on making life as easy as possible for operators. In particular, the call processing flow has been overhauled, and the script area now takes up more of the screen. The newly intuitive design simplifies things for operators, makes call processing even faster, and cuts down on the time it takes to train new employees.
More channels, more Omni-Channel
The latest trends in the contact center industry underline the importance of building on the Noda Omni-Channel module. There are now more communication channels available, with images, audio files, and video files sent in both directions when working with popular messengers as well as with web chat. Noda Contact Center 7.0 also introduces a universal instant messaging widget operators can use to process messages coming in from different messengers. Finally, it’s now easier to work with messages pulled from social network pages: they can be grabbed from discussions in particular topics, comments left under pictures, posts on group/page walls, replies to posts, notifications, and comments made on products.
Maintaining the corporate standard
Noda Contact Center is designed for use in major contact centers, and so a number of improvements were made with the needs of the enterprise segment in mind. Online reporting, for example, has seen the addition of metrics for non-voice channels. A key benefit on the technical side is the ability to migrate all system services to Linux 7, a step that offers extensive value in the way of streamlining IT infrastructure. The new release updates the CTI API toolkit to make the system more flexible and customizable as it meets the client’s needs. Another important step has been taken to further boost contact center fault tolerance. Even beyond the standard telephony server backup system, the new version includes hot backup for contact centers’ business systems. That update mean that information entered in the script is saved even if the server responsible for displaying the script goes down.
Andrey Zaytsev, Noda CEO: “The effort we put into developing our product plays a consistent role in our market position. A look back at 2016 shows that we surged forward yet again in the automated contact center market. We currently control 27% of the Russian market, a number unsurpassed by Avaya, Cisco, or Genesys, the global giants. At the end of 2016, our platform was successfully evaluated against the import-replacement criteria and added to the Rostelecom registry. Inclusion in the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, has become a yearly occurrence, and we are still the only Russian vendor capable of competing with major western developers of software for contact centers.”