Noda is a software solution for BPO and captive contact centers
to 5000 agents
Noda in detail:
Every feature you need
in the single product
Software IP PBX and Softswitch developed by Noda
— Up to 5000 agents
— Scaling by simple increase
of the number of servers
— Built-in module for load balancing
— High reliability achieved by use
of hot backup
Conversation scripts with all necessary information upload automatically to agents’ softphones
Complete with programming-free, drag-and-drop graphic designer for convenient setting up of conversation scripts
Multi-channel IP phone:
— Answering, managing,transferring calls
— Creating conferences
— Agent status management
— Integration with external systems
— Windows, MacOS, Linux compatible
A programming-free subsystem for campaign preparations and ongoing campaign support
— Fully functional, cross-browser interface
— Single-window interface for setting and managing campaigns
— Full or selective recording of all conversations
— Filtering (by different criteria) and an easy-to-use tool for call search
— Support of PCI DSS standard requirements
— Archiving and control of record access rights
— Combined statistics, aggregating data from telephony and business systems in a single report
— Consolidated reports for all contact channels
— More than 40 built-in ready to use reports
— Web interface access to reports
Interactive voice response (IVR)
Support for IVR menus of any complexity level:
— Support for DTMF
— Built-in, drag-and-drop visual IVR script builder
— Set of built-in reports for analyzing IVR usage
Wide range of program interfaces for external system integration (web services, SQL-requests, XML-RPC)
— Use of IVR scripts interacting with external systems
— External systems’ web interfaces incorporated into agent’s softphone
— Use of data from external systems in agent scripts
— Call results are automatically exported
— Customizable project quality standards
— Automatic evaluation for all calls
— Manual call evaluation for selected calls
— KPI setup at the agent and project level
— Every channel is possible: voice, email, web-chat, SMS, Skype, fax, web call, messengers, social media, Watsapp
— Single queue combining all channels for interaction with clients, complete with possibility to assign priorities to each channel
— Single history log for all interactions with clients across all channels
— Any type of campaigning supported: progressive, predictive, outbound IVR, preview
— Configurable call sequence: random, by time zone, by priority, by number of attempts
— Fax and answering machine recognition
— Call lists loading and processing including double entries check
— Postponed calls (until time that is convenient to the client)
— Manual and automatic task list importing
Workforce Management (WFM)
Agent management in a contact center
— Various forecasting approaches
— Schedule planning under preset rules
— Possibility for shift time amendment
— Online schedule control, text message notifications
— Full reporting
— Mobile application for quick solving of operational issues
— Support for distributed contact centers
Support for all call distribution policies
— Smart routing, based on information from external systems
— Skill-based routing and distribution
— Agent can participate in multiple projects
— Call back option
Support of multiple channels of interaction between agents and clients
queue for all contact
on several channels simultaneously (inbound, outbound, voice / chat / email / text messaging, etc.)
of interaction with a client
over all the channels
up service scripts
for all connection
(what page the call comes
from, user id, etc.)
all the channels
Pay per use
Noda compliments classic licensing model with the pay per use model. There is no need now to invest a substantial amount of money in software all at once. The total cost is determined monthly on the basis of the number of users at peak moments
Upgrade: saving investments, and decreasing operational expenses Scaling up? In need of new up-to-day features? Or just interested in saving operational costs? Consider trade-in model with Noda, which allows resolving of all the problems simultaneously.
How does the migration work?
Trade-in financial offer: lowering the entrance threshold!
Saving money on infrastructure
No special hardware
or software requirements
Implementation of any information system requires buying special hardware and system software. But with Noda you may choose which equipment and software to use. Noda even runs on Linux and open source software. You don’t need to buy hard phones or branded special equipment. All you need to get started is Noda, a computer, headphones, an Intel server, and internet connection.
|Server Operating Systems||Red Hat Enterprise Linux||Oracle Linux|
|Desktop Operating Systems||MS Windows, Mac OS X||Ubuntu|
Proof of Concept (POC) allows our customers to make the most educated decisions.
We are offering free of charge POC for up to 1 month. It is a fully fledged installation of Noda system, tuned according to the customer’s real needs and business processes.
For the duration of POC period we can offer the necessary server and communications equipment for up to 20 agents.
POC allows our customers to be sure that by implementing Noda they are getting exactly those features and possibilities they are looking for.
Noda Contact Center features a single window approach. All the information that the agent might need is integrated in the same screen: the softphone, call status, contact list — and all the external applications
Applicable for home offices and remote agents
Agents that are working remotely from home offices need software solutions that don’t require installation, allowing to get an immediate access to the system and start working.
Comprehensive reporting and statistics
Combined statistics are the next step in understanding calls. The standard metrics calculated using telephony statistics (AHT, AWT, CPA, transfer rate, FCR, etc.) are supplemented by a select set of accompanying parameters: contact topic, client type, industry segment, region, company size, reason for refusing a purchase or offer, and more
|Inquiry subject||+||Average Handling Time,
transfer rate, handling time
Even beyond that, managers quickly see which topics are the most labor-intensive, what the reference time for processing should be, which inquiries could feasibly be handled by the IVR, and much more.
This is an example of how the screen of Noda 6.1 combined statistics may look like:
Integrated statistics for all communication channels
All communication processing statistics are collected not only for voice calls, but for other channels as well (email, web chat, text, SMS…)
Advanced and flexible reporting system
Noda Contact Center comes with all the necessary reports pre-installed, while users can also create their own or upload data to external OLAP systems. The system additionally provides the ability to incorporate links to recorded conversation into any report. Managers and supervisors of the contact center will be provided with a possibility to automatically calculate FCR (first call resolution), as well as automatically calculate processing quality ratings for all calls (according to the preset standards).
Powerful scripting model
Your agents will not forget what to say, when to say it, or when to send out standard offers. Conversation scripts that contain all the necessary information will open when agents receive calls
Call recording and Quality Assurance
Workforce Management (WFM)
Forming shifts in call center is a huge everyday task. Assignment of personnel to shifts depends on the predicted load and the existing rules, and also takes into account everybody’s personal wishes. It should also allow for managing accidental events (load increase/decrease, agents’ illnesses, changes of agents’ plans, etc.) Automation of this job saves money and effort, and is a real necessity in each mid-sized and large call center.
Workforce Management module is an integrated part of Noda Contact Center, but it can also be implemented separately, and also integrated with other major telecommunication platforms
Main advantages of Noda WFM:
Functionality of Noda WFM
The system offers four methods of predicting: entire week, planned week, trend construction, and value at risk (VaR). When the current load changes, the system makes modifications in real time, making the planning process more flexible.
Everything is managed via an online monitoring panel that is set up without programmer assistance. Every manager can set up
any their own set of displayed fields.
Agent skills, particular shift needs, rotations, individual work rules, processing standards, and current legislation are all taken into account. Multi-skill planning
is also possible.
The system offers a convenient set of tools for producing reports on worktime load. These reports can be downloaded into any external systems, including MS Excel standard. Reports can be amended online. The online monitoring panel can be switched into compact mode, showing only any factual divergence from plan.
With this application managers can quickly respond to any unforeseen circumstances in shifts’ work. Agents can post claims for work schedule changes from their smartphones. All claims are immediately summed at the planner’s application. After meeting all necessary terms, the roster automatically shows changes.
WFM planner can create additional shifts when necessary. The system will send push-notifications to all the
necessary agents. With their smartphones, agents can accept or decline offers for the additional shifts.