Alvaria Workforce vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alvaria Workforce
Score 7.4 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
Talkdesk
Score 8.1 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
Alvaria WorkforceTalkdesk
Editions & Modules
No answers on this topic
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
Alvaria WorkforceTalkdesk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Alvaria WorkforceTalkdesk
Top Pros
Top Cons
Features
Alvaria WorkforceTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Alvaria Workforce
-
Ratings
Talkdesk
8.4
435 Ratings
1% above category average
Agent dashboard00 Ratings8.4416 Ratings
Validate callers00 Ratings8.1365 Ratings
Outbound response00 Ratings8.4381 Ratings
Call forwarding00 Ratings8.5370 Ratings
Click-to-call (CTC)00 Ratings8.9345 Ratings
Warm transfer00 Ratings8.9392 Ratings
Predictive dialing00 Ratings8.6194 Ratings
Interactive voice response00 Ratings8.2270 Ratings
REST APIs00 Ratings8.0215 Ratings
Call scripts00 Ratings7.9190 Ratings
Call tracking00 Ratings8.7386 Ratings
Multichannel integration00 Ratings8.0281 Ratings
CRM software integration00 Ratings7.8335 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Alvaria Workforce
-
Ratings
Talkdesk
8.7
422 Ratings
5% above category average
Inbound call routing00 Ratings8.7384 Ratings
Omnichannel inbound routing00 Ratings8.5272 Ratings
Recording00 Ratings9.3406 Ratings
Quality management00 Ratings9.0367 Ratings
Call analytics00 Ratings8.9381 Ratings
Historical reporting00 Ratings8.5388 Ratings
Live reporting00 Ratings8.8382 Ratings
Customer surveys00 Ratings8.0208 Ratings
Customer interaction analytics00 Ratings8.4238 Ratings
Best Alternatives
Alvaria WorkforceTalkdesk
Small Businesses
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 8.7 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 WorkforceTalkdesk
Likelihood to Recommend
9.0
(8 ratings)
8.2
(448 ratings)
Likelihood to Renew
8.6
(5 ratings)
8.7
(36 ratings)
Usability
8.0
(1 ratings)
8.6
(264 ratings)
Availability
-
(0 ratings)
9.8
(6 ratings)
Performance
-
(0 ratings)
10.0
(5 ratings)
Support Rating
8.0
(1 ratings)
8.6
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
9.0
(1 ratings)
8.0
(205 ratings)
Configurability
-
(0 ratings)
10.0
(6 ratings)
Product Scalability
-
(0 ratings)
10.0
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
Alvaria WorkforceTalkdesk
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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Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
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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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Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
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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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Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
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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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Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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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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Talkdesk
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand
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Reliability and Availability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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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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Talkdesk
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
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In-Person Training
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
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Online Training
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
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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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Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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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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Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Scalability
Alvaria, Inc (Aspect Software + Noble Systems)
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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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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Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
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ScreenShots