Noble Solutions – Short and Sweet version

Telephony:
Noble Outbound – predictive dialer solution
Noble Inbound – inbound platform with skills-based routing
Noble Blending – universal stations in a universal queue for inbound/outbound omnichannel contacts
Noble CTI – open architecture for the ultimate in system flexibility
Noble Remote – remote agents & managers for distributed deployments
Noble VoIP – native Voice over IP
Noble SIPhony – evolutionary hybrid or software-only platform for unified communications

Management Suite:
Noble Composer – scripting and workflow builder and agent interface for web and windows
Noble Maestro – intuitive management portal for building IVR and callflows and managing data
Noble Reports – web-based intelligent reporting tools for real-time stats and historical data
Noble Harmony – web-based portal with real-time dashboards and controls for agents, campaigns and list management

Communications Enhancements:
Noble Recorder – digital recording system
Noble Messenger – outbound broadcast messaging platform
Noble IVR – interactive voice response
Noble TTS – text-to-speech capability
Noble QA – quality assurance recording and scoring
Noble ShiftTrack WFM – complete workforce management
Noble Gamification – game mechanics to improve employee engagement and productivity
Noble Conversations Analytics – real-time and post-call speech analytics with evaluations and scoring
Noble IQ – intelligent data analytics for best time/channel to contact and proactive contact strategies
Noble Multichannel – email, SMS and web enabled features
Noble Compliance Appliance – patented solution for TCPA wireless dialing regulatory compliance
Noble DNC Manager – do not call list management
Noble RepliServer – data redundancy and recovery
Noble RAS & VAS – advanced storage for reporting and voice/video files
Noble Personal Script– patented script recording technology
Noble iPBX – software PBX with ‘big business’ features
Noble Secure – advanced security options to protect your data & achieve compliance
Noble WISE – Web Interfacing services, including import and export services via SOAP (Noble Contact Insert Service –
NCISE and Noble Contact Export Service – NCES)
Cloud Solutions:
Noble Cloud – all of the functionality of Noble Contact Center in a cloud platform
Noble Cloud EC – elastic capacity to add cloud-based agent seats to your premise-based solution
Noble Messenger EC – expandable automated messaging to supplement your premise platform
RFP-level Overview Information:

The Noble Suite

Noble Systems offers fully open, highly customizable and scalable platforms which utilize the latest technologies to enhance the
customer experience. Enterprise class, state-of-the-art hardware and software components deliver high performance, flexible and
reliable telephony and contact center management for enhanced customer interactions and advanced program management,
giving your company maximum control over your client communications tactics.

Noble Outbound: Powerful Outbound Contact Automation ... Noble Outbound automates the management of your calling
campaigns and resources, enabling you to build productivity and increase outbound call volume and to maximize agent talk time
with right-party connects. The Noble Dialer is a full-featured outbound contact solution delivering call management, list control
and workflow management with Compliance features. Our call management software also provides complete local or remote
reporting, monitoring and supervision control that helps you manage your operations more effectively. Integration with our
optional multichannel tools provides a complete outbound management solution.

Noble Inbound: Intelligent Inbound Routing ... Noble Inbound provides intelligent call routing for inbound services, with
optional skills-based routing, to effectively manage incoming contacts from multiple channels in a single queue. With an
integrated ACD, you can reduce the number of dropped calls by eliminating transfers and decreasing hold times. Other features
include digital messaging, interactive voice response (IVR), priority queuing, PBX integration and multi-site networking.
Through a combination of intelligent routing and comprehensive real-time monitoring, reporting and management tools, Noble
enables your organization to simultaneously maximize customer service levels and contact center productivity.

Noble Blending: Universal Stations in a Universal Queue ... The Noble Blended Solution provides a single, unified platform for
managing your customer contacts. The system maximizes resources and improves agent effectiveness, allowing agents to dial out
whilst waiting for inbound calls. When combined with email and web-enabled features, Noble provides ‘universal queues’ which
allow agents to handle multi-channel contacts simultaneously in a single platform.

Integrated Relational Database: Instant Access to Real-time Data ... Noble’s built-in database powers and organizes your Noble
solution. Noble utilizes an industrial-strength, enterprise-class Object Relational Database Management System (ORDBMS) to
capture and update customer information, populate scripts with customer data, support customized campaigns and provide
detailed reporting to improve the quality and efficiency of customer interaction.

Noble SIPhony: Evolutionary Platform for Customer Communications ... Noble SIPhony is our next generation contact center
platform, providing a total SIP solution for agent audio and PSTN connectivity. Noble makes it easy for organizations with
existing traditional and hardware-based telephony platforms to migrate to a SIP environment. SIPhony creates a single enterprise-
wide platform for a more efficient and more effective telephony environment to reduce training time, improve customer service,
increase productivity and lower the cost of doing business.

Customization & Integration: Open Architecture for the Ultimate in System Flexibility & CTI ... Our integrated hardware and software
platform features a completely open design, providing extensive integration and data exchange options, as well as compatibility with
existing systems. The solution is built to meet or exceed all open standards and includes web services, APIs and ODBC drivers for
integration. Noble helps protect your infrastructure investment by fitting into your existing operating environment, rather than requiring
you to change your business processes. In addition to built-in CTI capabilities for our unified Noble blended environments, the system can
integrate with external switches for multi-site networking and legacy system support.

Analytics & Optimization: Advanced Software Tools Help Take Your Programs to the Next Level ... Noble’s integrated
solutions for Interaction Analytics, including Data and Speech analytics tools, help you refine your contact strategies and
improve the quality of your interaction programs. Workforce management software allows you to create forecasts and schedules
to ensure that you have the right resources in the right place at the right time to meet your program goals.

Scalable Solutions: Convenient, Affordable Upgrade Paths ... The Noble Solution suite is built around superior customization
and scalability to fulfill your company’s unique business needs. Designed for large, mid-size and small business environments,
our systems are designed to grow with you, allowing you to add seats or functionality without sacrificing your current technology
investment.

Management Suite
The Noble Management Suite allows you to take complete control of your contact center activities. The management pieces place
a full range of contact and system management functions at your fingertips for script development, program administration,
resource management, agent monitoring and end-to-end activity reporting.

Noble Harmony is the powerful browser-based manager toolkit for remote and mobile contact center management, designed to
free managers and supervisors from the desks, getting them back on the floor, where they can manage more effectively. Harmony
allows them to move around the center – or to view activities from virtually anywhere – whilst still having full access to Noble’s
monitoring, quality management and setup tools. Supervisors can see what their teams are doing, view activities and stay
connected via handheld devices and inexpensive tablets. The easy-to-use interface provides a robust toolset which allows
managers to direct and monitor contact center activity through easy-to-use wizards, on-screen tools, and access to up-to-the-
minute information pulled directly from the database, so that your team can efficiently oversee the setup and management of your
contact center applications.

Noble Reports with real-time reporting lets managers view agent, group, campaign, queue and list statistics to direct contact activities
and meet business objectives. The intuitive software helps managers analyze programs to identify trends, successes or bottlenecks.
Statistics are available for both current and historical data and can be reviewed in both detail and summary views for on-screen, print
or email delivery. The web-based reporting module allows you to view reports from virtually any internet-enabled device.

Noble Composer is our innovative agent desktop and workflow interface. The Builder lets you design scripts and workflows for
web or windows-based desktops. The rapid application development tools let managers deploy sophisticated, custom scripts
easily, using menu-driven, point-and-click functions, without the aid of a programmer. Composer also gives users the flexibility
to consolidate data sources, querying external databases and software applications to efficiently push information to agents to
eliminate lookups and speed call handling. Composer saves time and resources and lets you put new programs into production
quickly for rapid results. On the Agent side, your team members have quick and easy access to the workflows, customer
information and tools they need to handle voice and non-voice sessions more efficiently in a single queue – including interacting
with multiple customers at the same time with Multi-session Agents – for more productive and more engaged employees.

System Enhancements
Your customized Noble platform also includes the following communication tools to meet your needs:

Noble Multichannel supports today’s growing alternative platforms for customer communications. The ERMS (email response
management system) option gives your customers increased flexibility in their contact choices, whilst giving you the tools to
manage email interactions as you would any other communication. Our email solution integrates directly with the ACD to
provide multimedia contact management from a single point, with workflow, quality control and reporting tools. The email
features can be expanded to offer support for SMS and Social Media communications. Web Callback and Web Chat tools allow
customers browsing your Internet site to request a telephone call response or to initiate a live chat session. All interactions are
queued, routed and managed from an intuitive, menu-driven interface, for optimum efficiency and service.

Noble IVR (Interactive Voice Response) offers intelligent routing, touch-tone menus and automated responses to callers to meet their
needs for instant information and rapid service 24 hours a day, 7 days a week. IVR allows companies to enhance interaction whilst
using fewer agent resources and lowering costs. The IVR function is scalable, easy to set-up and customizable for inbound and
outbound applications.

Noble TTS (Text-to-Speech) technology converts text-based information into speech that closely resembles a natural voice. Noble
TTS features allow users to create teleservices programs that are customized for each customer by “speaking” information
particular to that individual, such as customer names and addresses or account information and special news. Noble ASR
(Automated Speech Recognition) is also available, allowing callers to use voice inputs for routing and self-service, to further
improve the customer experience.

Noble Recorder is a dual-channel Recorder system that provides voice (audio) and screen (video) recording of agent-side and
client-side interactions, for use in quality programs, training, verification, compliance and analytics. Recorder organizes files for
convenient storage and gives you the ability to retrieve a digitized, high-quality on-line record within seconds – and an archived
record within minutes. Save administrative time by simply keying in a log number for instant playback. You can even give your
clients their own password-controlled log numbers so they can dial in and listen directly to their program recordings, using
interactive voice response tools, without assistance.
Noble QA improves the quality of your communications programs with powerful Quality Management features. Our combination
of voice recordings, screen captures and scoring tools help you manage your QA activities for verification, training and quality
control. Noble allows users to assign a percentage of calls by campaign for ‘sampling’, review agent audio and data for accuracy,
rate agent performance for scoring criteria and more.

Noble Remote Technologies with Remote Site, Remote Agent and Remote Manager options support a wide variety of distributed
functions and flexible deployments, including contact center sites in a multisite networked environment, work-from-home or
outside agents and off-site Supervisor access for program management.

Noble RAS (Report Archiving and Consolidation Server) let you access historical post-production data and run custom reports in
a query-optimized platform. Back-ups and storage are managed automatically for historical calling data throughout your
organization, protecting your information without sacrificing business productivity.

Noble VAS (Voice/Video Archiving and Consolidation Server) improves the management of your center’s voice and screen
recordings. VAS delivers the ability to store thousands of hours of digitally recorded messages and screen captures. Single sites
with high recording volumes and multiple sites with file consolidation needs can benefit from improved file organization. The
VAS interface allows you to quickly retrieve messages along with key elements such as agent ID, customer name, phone number,
address, call status, archive date, etc. VAS also offers the option to burn voice files to DVD and to assign files unique IDs for
retrieval.

Noble Encryption at Rest (NEAR) offers a comprehensive range of encryption solutions designed to meet regulatory guidelines and
organizational requirements for protecting your center’s sensitive data. NEAR utilizes the Linux Unified Key Setup (LUKS)
encryption – a hard disk encryption specification created specifically for Linux – giving you added security without significantly
impacting the system performance. (Provided Standard with Noble Cloud.)

Noble Secure options allow the client to meet today’s security challenges. All of our award-winning solutions may be configured
with the Noble Secure offers, providing peace of mind for the protection of your system and your client’s data. Our Standard
Secure and Enterprise Secure packages provide additional features for a ‘PCI-Ready’ technology platform that can be integrated
into your business processes to achieve PCI Compliance Certification for your company, including PCI enforcement, and also to
prove compliance at any given time. (Provided Standard with Noble Cloud.)

System Enhancements: Optional

The proposed Noble platform also includes optional items that can be included based on your current needs, or these can be
added later.

Noble Composer Multi-session Agent helps you maximize agent productivity with multi-session omnichannel agent
assignments, allowing agents to handle multiple voice and non-voice contacts concurrently, with tracking for time and activities
in each channel. The Multi-session Agent solution can be a game-changer for contact centers in terms of growing productivity,
reducing costs and improving the customer experience.

Noble Messaging Management Console allows you to manage multi-channel campaigns and content for auto-delivery of email and
short message service (SMS) communications. MMC uses messaging rules to determine whether a message (SMS or email) should be
sent to a specific customer. Messages can be sent to individual contacts based on contact dispositions or to groups of contacts via
batch distributions.

Noble Secure Payment Assist offers security for your customers’ private information, a critical component in the data security
initiatives of today’s businesses. Noble’s patented technologies for agent-assisted transactions help you manage payments in a
protected environment. Using automated tools with touch-tone and data masking, SPA can help your organization significantly
reduce PCI scope, decrease the risk of fraud and theft, lower costs, improve agent workflows and create a better customer
experience.

Additional Tools to Explore

The Noble solution can grow with you as your needs change, with advanced tools to further expand the performance of your
customer communications management solution. Bring more value to your center with our add-on options:
Noble RepliServer/Redundancy Server offers a critical solution for today’s competitive business environment, where system
downtime has costly consequences, from productivity losses and wages paid to agents who are not on the phones. The
RepliServer addresses these challenges with system redundancy and data replication to preserve up-time in the event of a system
issue and to deliver continued productivity for your center.

Noble RRS (Report Replication Server) lets you access real-time in-production data and run custom reports in a query-optimized
platform. RRS is ideal for running reports for multiple sites or organizations with a large volume of information without
impacting individual system performance. The reporting infrastructure is designed for maximum performance, with a robust,
scalable solution for managing data storage, backup and recovery.

Noble ShiftTrack Workforce Management provides a robust and affordable forecasting and staffing management solution that is
easy to deploy for centers of all sizes. Noble WFM can accurately forecast volumes, leverage flexible scheduling processes for
both call and non-call activities for contact center and back-office personnel, monitor real-time adherence, produce reports that
measure agent and center performance and improve employee engagement with mobile tools. The system supports integration to
Avaya, Cisco, Nortel, Siemens and other popular ACDs, and is compatible with other corporate systems and software
applications.

Noble Gamification software is designed to increase productivity and reduce attrition across the generational spectrum of agents
within the modern-day call center by rewarding agents for meeting business goals by using challenges and competitions that earn
points, recognition and cash prizes. Noble’s Gamification solution uses game mechanics to leverage both intrinsic and extrinsic
motivators, encouraging agents not to just earn rewards or gain personal improvement, but to achieve both at the same time,
resulting in a more desired and repeatable agent behavior.

Noble Conversations Analytics is available with options for both post-call and real-time screening to leverage large volumes of
recorded conversations to gain actionable business intelligence – making it possible to analyze our contacts to spot trends,
identify underlying reasons for customer calls, improve your quality assurance programs, measure script adherence, determine
training needs and much more. A compelling solution for enterprise organizations, SA can help reduce operating expenses,
improve quality, enhance the customer experience, increase revenue and reduce corporate liability.

Noble IQ and Analytics tools use automated and intelligent decisioning to help you determine who, when and how to best contact
customers, identify valuable customer information and refine your customer contact strategies. Customer intelligence has never
been more paramount than it is today. Real-time data analytics, best time and channel to contact, customer profiles and AI-based
decisions provide the center with deeper insight into customers and more customer data than ever before.

Noble Compliance Appliance with Lockdown enables contact centers to manually dial wireless numbers and addresses the issue
of potential capacity for autodialer functionality by locking out the ability to modify the software, whilst proactively monitoring
the system and detecting changes, so the Appliance can only be used as a platform to launch manual calls. This patented
technology also allows for screening for other compliance criteria, such as consent, DNC, calling windows, etc., for a complete
regulatory compliance management tool.

Noble iPBX gives you the power of a “big business” phone system whilst helping you save money and maximize your telephony
resources. We use the latest technologies, offering a flexible, scalable communication platform that combines traditional PBX 
functionality with advanced features and the ability to integrate both VoIP and standards-based telephony (TDM) systems into a
single solution. Whether you need to support your contact center or your entire organization, Noble iPBX can help you reduce
costs and improve operational efficiency.