Alvaria Workforce vs. Salesforce Field Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alvaria Workforce
Score 7.3 out of 10
N/A
Alvaria Workforce (formerly Aspect Workforce Management), is a suite of software which combines call center workforce management with advanced analytics features like call recording, speech analytics, eLearning for training, data sharing for schedule optimization across call center or branch locations, and desktop analytics for monitoring and analyzing discrete actions like employee keystrokes and application usage. The Basic, Advanced, and Enterprise tiers include…N/A
Salesforce Field Service
Score 7.8 out of 10
N/A
Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.
$600
per year per user
Pricing
Alvaria WorkforceSalesforce Field Service
Editions & Modules
No answers on this topic
Contractor
$50
per month (billed annually) per user
Contractor Plus
$75
per month (billed annually) per user
Dispatcher
$165
per month (billed annually) per user
Technician
$165
per month (billed annually) per user
Field Service Plus
$220
per month (billed annually) per user
Offerings
Pricing Offerings
Alvaria WorkforceSalesforce Field Service
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Alvaria WorkforceSalesforce Field Service
Top Pros
Top Cons
Best Alternatives
Alvaria WorkforceSalesforce Field Service
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.6 out of 10
Method:CRM
Method:CRM
Score 9.5 out of 10
Medium-sized Companies
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Jotform
Jotform
Score 8.9 out of 10
Enterprises
Playvox
Playvox
Score 8.9 out of 10
ServiceNow Customer Service Management
ServiceNow Customer Service Management
Score 8.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alvaria WorkforceSalesforce Field Service
Likelihood to Recommend
9.0
(8 ratings)
8.5
(7 ratings)
Likelihood to Renew
8.6
(5 ratings)
8.5
(2 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
8.0
(1 ratings)
7.3
(3 ratings)
Online Training
-
(0 ratings)
7.3
(1 ratings)
Implementation Rating
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Alvaria WorkforceSalesforce Field Service
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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Salesforce
ClickMobile can be implemented in virtually any organization that has a need for a Mobile Workforce Management system. The only real limitations or concerns will be with the backend hardware architecture. Sectors that have really seen the best utilization of the software are ones that have a dynamic service schedule and need to be extremely flexible with their customers service needs. In a day where customer service is so important to an organizations ability to remain the market leader it is extremely important for an organization to consider implementing a mobile solution. For organizations that already have a mobile management solution in place it is critical that they continuously reevaluate the system in order to remain competitive in their market and drive down operational costs. Change can be difficult for many organizations and the buy-in from the Field resources, who will ultimately be utilizing the mobile solution on a daily basis, will be critical when implementing something like ClickMobile. If the field resources are not able to accept a change to process then Change Management needs to take place during the implementation. It is generally a good rule to begin Change Management at the beginning of any large project, such as one where a mobile solution is being introduced.
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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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Salesforce
  • Tracking of all service calls
  • Tracking of all equipment related to service calls
  • Tracking of any lease renewals on equpiment that is being tracked
  • easy access to service calls and details from anywhere
  • device agnostic
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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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Salesforce
  • License could be less pricier esp. the dispatcher license
  • Restricted workflows and data visibility, along with slow performance can complicate the experience for the technician
  • Since we use devices primarily for this like Ipad and Android devices, the mobile app needs to be improved which crashes often
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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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Salesforce
ClickSoftware is still being used. As far as I can tell it will be used tomorrow as well. Once you make the commitment to run with that as your scheduling engine, it would take a lot of effort to evaluate and implement another companies' solution without significant disruption to your service organization.
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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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Salesforce
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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Salesforce
Having a program that gives sales leaders a real time view was game changing. Time was always an issue because there wasn't always a sales leader available for closing sales. This has allowed for any sales leader to jump in and help make the sale without the need to do a warm transfer.
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Online Training
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Salesforce
Overall the training was quite informative but did lack detail in some areas. It had all of the necessary content for an experience product user but didn't offer enough information for a new user to complete the training and then feel comfortable in real-world situations running or managing the software. I would recommend this course for anyone with at least 1 year of full-time exposure to the ClickSchedule product.
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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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Salesforce
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.
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Salesforce
We evaluated some other field service software options but have not directly used any competitors. We selected Field Service because it integrates seamlessly with our existing Salesforce org, and has a more robust feature set than the competition. No regrets with selecting this tool for our specific use cases. Its flexibility and scalability were keys for our decision making process.
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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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Salesforce
  • ClickSoftware (ClickSchedule) has allowed for a technician work schedule to be fuller
  • ClickSoftware (ClickSchedule) has improved efficiency of the mobile work force when it is adhere to, and excessive rule violations are avoided.
  • ClickSoftware (ClickSchedule) has increased accountability of the mobile work force throughout the day.
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ScreenShots

Salesforce Field Service Screenshots

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