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News : Noble Systems Submits Amicus Brief to Supreme Court on the TCPA’s “Autodialer” Interpretation

#contactcenterworld, @noblesystems

Atlanta, GA  September 15, 2020 -- Noble Systems Corporation, a global provider in omnichannel contact center technology solutions, has submitted an amicus brief to the Supreme Court to aid in its consideration of the interpretation of an "autodialer," as defined in the Telephone Consumer Protection Act ("TCPA"). The Supreme Court is addressing the statutory definition of this term in Facebook v. Duguid.

The Telephone Consumer Protection Act’s ("TCPA") definition of an "autodialer" has been a frustrating issue to contact center operators for years – and has been associated with thousands of TCPA suits filed each year and billions of dollars in settlements and judgements. The Federal Communications Commission ("FCC") had variously interpreted the TCPA’s autodialer definition over the years, but its most recent interpretation was struck down by the federal courts in 2018. Since that time, various Circuit Courts of Appeals have fashioned their own interpretation, leading to diverse interpretations of what constitutes an "autodialer." Now, the issue has come before the Supreme Court.



While Noble Systems is not a party in the Facebook case, the company has submitted prior comments to the FCC on the operation of dialers and how that impacts the interpretation of the TCPA’s autodialer definition. The U.S. Government, which is a party to the case, cited Noble Systems’ comments in its own response brief to the Supreme Court. Those comments have also been found useful in a number of other cases, including by the 11th Circuit Court of Appeals (Glasser v. Hilton Grand Vacations Co.) and the 7th Circuit Court of Appeals (Gadelhak v. AT&T Serv., Inc.). Consequently, Noble Systems, along with the Professional Association for Customer Engagement ("PACE"), has submitted an amicus brief elaborating on this issue.

Karl Koster, chief regulatory counsel for Noble Systems, stated, "Noble Systems maintains an active presence in regulatory arenas and has advocated for technologies and regulations to reduce the number of illegal robocalls. Our hope is that the Supreme Court will find our amicus brief useful as they address the autodialer definition, as other Courts and parties have done."

Jim Noble, CEO and President of Noble Systems, speaks to the current use of technology in the call center arena, saying, "While the TCPA has in the past been useful to reduce robocalls, it is no longer the appropriate tool, and an updated approach is needed. Today, call authentication technology is recognized by many of the industry’s leaders as the right solution to restore consumer trust in telephone calls. Noble Systems will continue to advocate for the contact center industry and to promote best practices for today’s consumer environment."

#contactcenterworld, @noblesystems


About Noble Systems:
Company LogoNoble Systems Corporation is a global provider of contact center, workforce engagement, and analytics technologies, offering premise, cloud, and hybrid platforms. Noble Systems has been providing innovative solutions for more than 30 years.
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Today's Tip of the Day - Choosing a Telecom Supplier

Read today's tip or listen to it on podcast.

Published: Wednesday, September 16, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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