About Noel Roberts
Noel Roberts serves as Aria Solutions’ Chief Technology Officer and VP of Marketing. He co-founded Aria with Robert Church in 1997. Prior to Aria, Noel founded Synapse, a software development company where he provided senior software development expertise in telecom peripheral equipment and computer telephony systems. At Aria, a big part of his role involves helping enterprise-size contact centers with full assessments, business, IT and CX strategy, roadmap development, and technology and vendor evaluation and selection. In his leisure time, Noel likes traveling and going to the rustic lake cabin with his family, reading about science and tech, and playing with new tech gadgets.
Change is the only constant in the contact center. It’s a landscape in constant flux. Interactions once conducted on traditional channels like voice, email and standard IVR are moving to more manage...
Good customer service has been shown to produce quantifiable results, from increased repurchases and customer retention to increased advocacy of the brand. Customer service leaders dealing with common...
Throughout our 22 years of experience, Aria's developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact cente...
In previous years, the contact center was seen as an operational necessity, an important but non-strategic wing of an organization. That has changed. Customer experience (CX) is now understood to b...
Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Ser...
Aria Solutions is thrilled to announce that we’ve refreshed our branding! This change is more than just a new logo and colors; it’s a reflection of how you see us – who we are today, w...
When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take ...
It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be ha...
Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infras...
Overwhelming evidence confirms that improving CX does drive business results and that prioritizing customer experience is the proven path to success. However, many customers feel that only a few compa...
Are your team members spending at least 5-10 minutes a day “cherry picking” their work? If your team is handling lots of work items per day, then saving even 5 minutes per person can make a differ...
Aria Solutions is happy to announce our new video describing what Cherry Picking is, the issues of “pulling” work items from Salesforce queues, and why Real-Time Work Delivery is a solution to thi...