Alvaria Compliant Outreach vs. Amazon Connect

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alvaria Compliant Outreach
Score 7.2 out of 10
N/A
Maintaining contact center compliance with industry regulations and protecting sensitive customer data are mission critical to outbound call center operations. Alvaria's Compliant Outreach suite of solutions, part of the larger Alvaria CX Suite, can help. The solution is based on software from the former Noble Systems, which merged with Aspect Software in 2021 to become Alvaria. Noble Systems' technology forms the basis of the Alvaria compliant outbound call center solution.N/A
Amazon Connect
Score 8.0 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Pricing
Alvaria Compliant OutreachAmazon Connect
Editions & Modules
No answers on this topic
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
Offerings
Pricing Offerings
Alvaria Compliant OutreachAmazon Connect
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Alvaria Compliant OutreachAmazon Connect
Top Pros
Top Cons
Features
Alvaria Compliant OutreachAmazon Connect
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Alvaria Compliant Outreach
8.7
4 Ratings
4% above category average
Amazon Connect
7.2
4 Ratings
15% below category average
Agent dashboard7.04 Ratings5.24 Ratings
Validate callers9.11 Ratings7.14 Ratings
Outbound response8.21 Ratings7.14 Ratings
Call forwarding9.11 Ratings7.14 Ratings
Click-to-call (CTC)9.11 Ratings7.14 Ratings
Warm transfer9.11 Ratings8.94 Ratings
Predictive dialing9.11 Ratings5.13 Ratings
Interactive voice response9.11 Ratings6.24 Ratings
REST APIs9.11 Ratings9.03 Ratings
Call scripts9.11 Ratings5.34 Ratings
Call tracking9.11 Ratings7.24 Ratings
Multichannel integration9.11 Ratings9.14 Ratings
CRM software integration7.02 Ratings8.94 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Alvaria Compliant Outreach
8.7
2 Ratings
6% above category average
Amazon Connect
5.9
4 Ratings
33% below category average
Inbound call routing9.11 Ratings9.04 Ratings
Omnichannel inbound routing9.11 Ratings5.34 Ratings
Recording9.11 Ratings7.24 Ratings
Quality management6.02 Ratings7.14 Ratings
Call analytics9.11 Ratings3.44 Ratings
Historical reporting9.11 Ratings5.34 Ratings
Live reporting9.11 Ratings5.24 Ratings
Customer surveys9.11 Ratings5.24 Ratings
Customer interaction analytics9.11 Ratings5.24 Ratings
Best Alternatives
Alvaria Compliant OutreachAmazon Connect
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alvaria Compliant OutreachAmazon Connect
Likelihood to Recommend
7.0
(5 ratings)
7.1
(4 ratings)
Support Rating
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
Alvaria Compliant OutreachAmazon Connect
Likelihood to Recommend
Alvaria, Inc (Aspect Software + Noble Systems)
Alvaria is well suited for implementing and tracking schedules for employees where strict schedules and timely staffing is important (Call center, retail, etc). Positions that are directly customer-facing are benefitted from an accurate and consistent schedule tracking as there is an hourly workflow to handle. It is less likely to help for positions that have flexible schedules - such as creator work.
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Amazon AWS
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
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Pros
Alvaria, Inc (Aspect Software + Noble Systems)
  • Noble uses the same code for either Premise or Cloud, making the decision for us to go 100% Cloud simple. Our industry, like so many others, is looking to migrate to Cloud wherever possible. Deployments in a Cloud environment are much faster, from adding Agent Licenses to implementing additional products in the Noble suite. Noble monitors all servers, and adjusts as necessary, automatically, with courtesy communication to end-user as to what action was taken to prevent any production impacting event.
  • Noble's Enterprise Support is WORLD CLASS, providing 24/7 support. First call resolution is superb, with a "No Hassle" escalation process, all the way to CEO, if necessary. Dedicated Account Management with a tenured group of Level II technicians, assures quick resolution. Enterprise Support comes weekly/bi-weekly meetings to discuss open tickets and opportunities to upgrade to new versions of the product.
  • Customer inspired Road Maps to ensure needs and requirements are met, in a timely manner. Enhancements and product adds are often as a result of customer requests. Noble will tackle one-off requirements for a fee, too.
  • Noble Product Suite is extremely robust, resulting in minimal-to-zero additional vendor requirements, stacking on top of the product. Our IT requirement has been review and consolidates vendors where possible, and bringing Noble into the organization did just that. From Quality Assurance and Compliance to Multi-Session opportunity, Noble reduced the need to engage multiple vendors.
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Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
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Cons
Alvaria, Inc (Aspect Software + Noble Systems)
  • The system is a little confusing to use because of the segments and packages.
  • The system seems a little outdated compared to workday and is less easy to use.
  • The system doesn't tell you what went wrong in a way that is easy to translate when time off is rejected.
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Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
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Support Rating
Alvaria, Inc (Aspect Software + Noble Systems)
We utilize Noble's Enterprise Support, offering us 24/7 access. Additionally, with Enterprise Support we engage with Level II Support Technicians and no-hassle escalation. With Enterprise Support, we also have a dedicated Account Manager who conducts weekly/bi-weekly support calls to discuss open tickets and upgrade opportunities. With Enterprise Support, we have the ability to select our window for upgrades, to include weekends.
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Amazon AWS
No answers on this topic
Alternatives Considered
Alvaria, Inc (Aspect Software + Noble Systems)
Noble offered a lot of functions for the lowest price. The QA component alone was a big selling point, along with the PCI compliance of their remote server locations. CCX was premise-based and was bulletproof. It never went down, its UI never had problems, and we never dropped calls because of it. Verint is a better QA program and has many more bells and whistles, but is very expensive compared to Noble.
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Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
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Return on Investment
Alvaria, Inc (Aspect Software + Noble Systems)
  • Creates a trackable performance for employees to receive direct feedback on ways to improve.
  • Increases time spent by coordinators by creating an additional system along with the payroll scheduling system.
  • Provides easy dispositioning for employees to switch tasks.
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Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
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ScreenShots