What users are saying about

Aspect Unified IP

9 Ratings
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Score 7.6 out of 101

Noble Systems

2 Ratings
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Score 7.3 out of 101

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Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda profile photo

Noble Systems

It is designed as an outbound campaign calling platform, and it is a home-grown design. They require administrators to come to their home office in Atlanta to receive training and certification on its use, and state that only a certified trained user can call tech support. They did not stick to that rigidly, but it was only somewhat intuitive in its design. It is best suited for an outbound call center.
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Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Noble Systems
Agent dashboard
Aspect Unified IP
8.5
Noble Systems
Validate callers
Aspect Unified IP
9.0
Noble Systems
Outbound response
Aspect Unified IP
9.0
Noble Systems
Call forwarding
Aspect Unified IP
9.0
Noble Systems
Click-to-call (CTC)
Aspect Unified IP
9.5
Noble Systems
Warm transfer
Aspect Unified IP
9.0
Noble Systems
Predictive dialing
Aspect Unified IP
9.5
Noble Systems
Interactive voice response
Aspect Unified IP
9.0
Noble Systems
REST APIs
Aspect Unified IP
9.0
Noble Systems
Call scripts
Aspect Unified IP
9.0
Noble Systems
Call tracking
Aspect Unified IP
9.5
Noble Systems
Multichannel integration
Aspect Unified IP
8.0
Noble Systems
CRM software integration
Aspect Unified IP
8.5
Noble Systems

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Noble Systems
Inbound call routing
Aspect Unified IP
9.0
Noble Systems
Omnichannel inbound routing
Aspect Unified IP
8.0
Noble Systems
Recording
Aspect Unified IP
9.5
Noble Systems
Quality management
Aspect Unified IP
9.0
Noble Systems
Call analytics
Aspect Unified IP
8.5
Noble Systems
Historical reporting
Aspect Unified IP
7.5
Noble Systems
Live reporting
Aspect Unified IP
7.5
Noble Systems
Customer surveys
Aspect Unified IP
8.5
Noble Systems
Customer interaction analytics
Aspect Unified IP
9.0
Noble Systems

Pros

  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Jose Raul Faria profile photo
  • Local control: the Noble Maestro platform, once you learn it, enables you to control your call center right from your desk. You can add, delete, and skill users, you can build all of your IVR flows and change them as necessary (like for holiday closures, etc)
  • User interface design: I built the pop-up windows for each queue, and was able to design them to contain quick reference information for how to handle calls, and build an order number capture module from the IVR to the agent. In other words, I could prompt the customer to punch in their order number, then display it to the agent.
  • Technical support - their support group was easy to reach and easy to work with.
Daniel Dehner profile photo

Cons

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria profile photo
  • Java compatibility - Java compatibility errors were constant during my time using Noble, as in multiple errors per week in an 80 person call center. Although their tech support was responsive, it was not effective in achieving a lasting solution, even when I facilitated conference calls between my telecom group and their tech support. After several months I counted 172 tech support tickets opened with Noble about Java.
  • Noble advertised an Email Response Management System, and we bought it. After two years, we decided to implement it. It turned out that it was so primitive as to be worthless. As I managed the implementation, I was continually surprised at what it could not do. I would have to consult my notes from back then, but I remember that it did not have standard features like one would find in Outlook or Gmail, for example. It could not handle attachments, the CC function did not work as expected, and there was no BCC, there was no "Sent" file (we would have had to use our Outlook server to save sent emails), among many other things. After 5 months of testing and trying to make it work, we decided to discard it.
  • Technical support - I listed this as a strength, but only on the responsiveness and politeness of its agents. Although there was always someone to answer the phone, we had chronic problems like Java incompatibility, reporting inconsistencies, stuck calls, two agents on the same call, and many other problems that were never solved. We always had to keep calling tech support to report these problems, and they said they investigated them, but the problems would reoccur. I ended up speaking to most of their IT chain of command over the two years.
Daniel Dehner profile photo

Alternatives Considered

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda profile photo
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.
Daniel Dehner profile photo

Return on Investment

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria profile photo
  • Positive: it gave us a cloud-based call center with recorded calls and a QA platform, which was a great step up from what we had
  • Positive: it allowed for flexibility when we needed to expand to an outsourced location for the holidays.
  • Negative: the pricing equation was difficult to understand, and the sales rep, although knowledgeable, was not very transparent and we had several surprises in pricing after signing our agreement. There was a point right after signing the contract with them that the CFO and I sought to back out due to this.
  • Negative: the call center did not run smoothly. I spent approximately 20% of my time for almost 2 years troubleshooting problems with the system and managing fixes. There was always somebody in the call center with a "noble issue".
Daniel Dehner profile photo

Pricing Details

Aspect Unified IP

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Noble Systems

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details