4 Ratings
29 Ratings
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Score 8.6 out of 100
4 Ratings
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Score 9.6 out of 100

Attribute Ratings

  • Alvaria Workforce and Klaus are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Alvaria Workforce

90%
8 Ratings
9.0

Klaus

90%
1 Rating

Likelihood to Renew

8.6

Alvaria Workforce

86%
5 Ratings

Klaus

N/A
0 Ratings

Usability

8.0

Alvaria Workforce

80%
1 Rating

Klaus

N/A
0 Ratings

Support Rating

8.0

Alvaria Workforce

80%
2 Ratings

Klaus

N/A
0 Ratings

Implementation Rating

9.0

Alvaria Workforce

90%
2 Ratings

Klaus

N/A
0 Ratings

Likelihood to Recommend

Alvaria, Inc (Aspect Software + Noble Systems)

Easy workforce management tool and the dashboard is well designed with multiple accessible functionalities. This platform allows easy data collection across other project management systems and the analytics which the tool provides are excellent and very reliable project planning and easy scheduling with effective and excellent management functionalities and initial implementing is also an easy process.
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Klaus

Customization, Klaus will have lots of advanced settings and this help us to understand what are the most common failures( feature 'root causes') and with that, we can focus on increasing quality. Also, pinned item section is helpful when you need to quickly highlight an issue. Support for multiple score cards, a clean user interface, the ability to give and receive feedback.
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Pros

Alvaria, Inc (Aspect Software + Noble Systems)

  • easy and quick to use- you don't have to waste hours explaining how to use WFM with your employees
  • reliable- multiple employees can be making changes and testing staffing changes without the site crashing
  • easy to balance employee scheduling with your business needs
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Klaus

  • Simple to use and it provides lots of value in a short amount of time.
  • Support is always helpful and friendly - 10/10 star rating :)
  • Assignments, detailed statistics and the simple review flow.
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Cons

Alvaria, Inc (Aspect Software + Noble Systems)

  • The configuration of the system is quite complex and very difficult to administer.
  • Initial training on the product is simply focused on the product and it typically not done using a customers real data. Since many customers do not have a strong background in WFM to begin with, the training should focus more on the fundamental of WFM before it dives into how to use the tool. You have to learn more about how it is best to use the tool for real world environments and not just how to click here and go there.
  • RTA has not been updated in years. It does not offer real-time schedule adherence scores and the reporting is terrible. Reporting is specific to each workspace and you lose data each time you close a workspace.
  • The shrinkage calculator feature that was added a few years ago is a great feature but very difficult to reconcile. If you are not an extreme expert with the very confusing superstate philosophy in eWFM it can be disastrous.
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Klaus

  • Filtering and displaying data/reporting on data.
  • I feel entire platform tends to get a bit slow especially end of the week.
  • Scoring. It's not easy to adjust the scores for receiving a good result. I would like to have more options like 1-5 instead of 1-3.
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Pricing Details

Alvaria Workforce

Starting Price

Editions & Modules

Alvaria Workforce editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Klaus

    Starting Price

    $0 Up to 10 conversation reviews per week

    Editions & Modules

    Klaus editions and modules pricing
    EditionModules
    Free Trial$0.001

    Footnotes

    1. Up to 10 conversation reviews per week

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Both plans include: Connect to your customer support software Create sophisticated filters to find conversations for review Set and track goals for the number of reviews Email notifications and reports Roles for different review setups (peer review, review by a manager, etc.) A fancy dashboard and data exports Customizable rating categories with weighting Slack integration for delivering reviews

    Likelihood to Renew

    Alvaria, Inc (Aspect Software + Noble Systems)

    While I support other customers who utilize the software, the response from our customers is over-whelmingly positive. Many customers who have not had any type of workforce management software in the past use spreadsheets to schedule and forecast agents. This can be extremely complicated and a nightmare to control. The time saved by having a product that can quickly complete these functions for you is worth the investment. Also, we have several customers who had no way to track what their agents are doing and have found many problems in their call-center with the software. After rolling out a program where their adherence was tracked and actually 'mattered', they were able to see increased efficency from their agents.
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    Klaus

    No answers on this topic

    Usability

    Alvaria, Inc (Aspect Software + Noble Systems)

    Once the initial set up of the software is complete and/or you are familiar with the software, it is easy to use and runs like a dream. However, if you are unfamiliar with the software or have used a competitor's product, some features can seem difficult to learn or get used to.
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    Klaus

    No answers on this topic

    Support Rating

    Alvaria, Inc (Aspect Software + Noble Systems)

    I was impressed with the support I received. There were never any long delays when I had issues and the representatives that I worked with were always patient and eager to fully understand not only my problem but our business processes surrounding the problem.
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    Klaus

    No answers on this topic

    Implementation Rating

    Alvaria, Inc (Aspect Software + Noble Systems)

    Implementation of the software was not difficult but it was tedious for us due to the fact that our processes had not kept up with the times and we had to make a large number of process changes along with setting up the software.
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    Klaus

    No answers on this topic

    Alternatives Considered

    Alvaria, Inc (Aspect Software + Noble Systems)

    I have used NICE IEX Workforce Management in addition to Aspect Workforce Management, both tools are great at what they do. Aspect however builds its forecast model continuously, adding more information to the model everyday, where are with IEX, the model has to be built each and every time from used selections each week. IEX does not have a historical base model to reference, where Aspect does.
    Read full review

    Klaus

    I think I have mentioned all the plus points regarding Klaus. Also, the browser extension is great and they have excellent support service.
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    Return on Investment

    Alvaria, Inc (Aspect Software + Noble Systems)

    • The workforce management team was able to decrease the cycle time forecasting, staffing and scheduling staff; resulted in higher employee engagement
    • The scenario based planning enabled us to develop a more accurate call volume forecast thus staffing the contact centers appropriately; approximately $500k savings realized in labor expenses (reduced FTE headcount, while meeting the same level of service level measures)
    • Improved customer experience due to staffing the call center properly (answered 80 percent of our calls within 20 seconds)
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    Klaus

    • As it is easy to use, sure shot it gives a positive impact as a user.
    • Rating options seems bit limited and I feel sometimes it give negative imapct
    • Also there are times where I end up reviewing the same types of conversations over and over again and it would be nice to have a filter out certain types of conversations.
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    Screenshots

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