#contactcenterworld

Atlanta, GA  February 18, 2021 -- Noble Systems Corporation, a global provider in omnichannel contact center technology solutions, is delighted to announce a new customer in Scotland – SPT (Strathclyde Partnership for Transport). SPT is one of Scotland’s seven Regional Transport Partnerships and is responsible for planning and coordinating regional transport in Strathclyde, Scotland. MyBus is a demand responsive bus service providing door-to-door service to those unable to access scheduled services and the wider public transport network, including elderly, disabled and those in rural communities.

SPT was looking for a more advanced contact center solution to help support its organization and better serve its customers. The partnership was looking to replace old technology with a future-proof solution that could help it expand and bring on more lines of business. SPT’s contact center was feeling the pressure of providing services for concessionary travel card customers and MyBus users. The group’s communication channels were siloed and they wanted to integrate the various channels to enjoy a multi-session, omnichannel solution.

"We really wanted to revolutionize the contact center, so I attended a Noble Exchange Seminar to learn more about the technologies that are available," explained Tony Jones, Contact Centre Manager at SPT. "With MyBus, we provide a lifeline to many of our disabled or older customers that are unable to continue their independence without our service. We were looking for a trusted supplier that could deliver a reliable inbound solution with an effective IVR."

SPT has recently implemented Noble Inbound 100 which integrates an Inbound solution with Email and SMS. In addition, an intelligent Interactive Voice Response (IVR) identifies customers based on their telephone number and provides the personalized customer experience that SPT wanted, with efficiencies that it needs in order to be cost effective. The outgoing SMS service is mainly used for system announcements to keep customers updated on schedule or service changes. Email is used by customers to send in details, such as proof of eligibility for concessionary travel.

"We’re proud to be supporting SPT in helping vulnerable people in Scotland," said James Riley, VP of Sales & Marketing EMEA & APAC. "The MyBus initiative is a great way to avoid isolation of these groups of people. The Noble IVR helps provide a personalized service by automatically pulling up the customer record for the agent, improving efficiencies and the customer experience."

#contactcenterworld

Date Posted: Friday, February 19, 2021