Atlanta, GA, May 2, 2012 -- Noble Systems Corporation, a global provider in unified contact center technology solutions, today announced significant enhancements to Noble(R) Speech Analytics that provide insight into contact center activities and show performance on key initiatives between sites, between teams within a site and even between agents on the same team. Powered by Nexidia, a  provider of customer interaction analytics solutions, Noble Speech Analytics can now help companies tell at a glance how well their overall contact center operations are meeting organizational expectations.

"Our speech analytics tools have always offered deep business intelligence on trends and patterns in customer behavior," said James K. Noble, President and CEO of Noble Systems. "Today, that insight extends into the contact center to offer key performance metrics for agents. Contact center managers and leaders can now look to Noble Speech Analytics to align agent performance with overall goals."

Available as an on-premise or hosted solution, Noble Speech Analytics can automatically organize calls by user-defined skills and categories, providing agents a score based on how well they met the criteria. By displaying results in this manner, supervisors no longer have to guess which teams or agents need help, or which calls they should listen to for a more complete performance review. Armed with this information, training can be developed for the most critical issues and delivered to the specific agents who need it most.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com