What users are saying about
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Top Rated
101 Ratings
2 Ratings

Avaya

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Top Rated
101 Ratings
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Score 8 out of 101
2 Ratings
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Score 7.4 out of 101

Likelihood to Recommend

Avaya

I don't know of any in the communications system environments where secure, efficient and robust telecommunications are needed where Avaya would not be well suited. Where Avaya towers above their rivals are in a volume of calls and data processed and interconnectivity between points across the globe. It is very well suited for large educational institutions, hospitals, businesses and international organizations of all types. These systems would also be very useful in government operations.
Alfred Brock 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

Avaya
8.7
Noble Systems
Agent dashboard
Avaya
8.7
Noble Systems
Validate callers
Avaya
8.7
Noble Systems
Outbound response
Avaya
8.7
Noble Systems
Call forwarding
Avaya
9.4
Noble Systems
Click-to-call (CTC)
Avaya
9.2
Noble Systems
Warm transfer
Avaya
8.7
Noble Systems
Predictive dialing
Avaya
8.0
Noble Systems
Interactive voice response
Avaya
8.2
Noble Systems
REST APIs
Avaya
8.5
Noble Systems
Call scripts
Avaya
8.7
Noble Systems
Call tracking
Avaya
9.1
Noble Systems
Multichannel integration
Avaya
8.8
Noble Systems
CRM software integration
Avaya
8.4
Noble Systems

Workforce Optimization (WFO)

Avaya
8.9
Noble Systems
Inbound call routing
Avaya
9.2
Noble Systems
Omnichannel inbound routing
Avaya
9.1
Noble Systems
Recording
Avaya
9.0
Noble Systems
Quality management
Avaya
9.0
Noble Systems
Call analytics
Avaya
8.7
Noble Systems
Historical reporting
Avaya
8.9
Noble Systems
Live reporting
Avaya
8.7
Noble Systems
Customer surveys
Avaya
8.5
Noble Systems
Customer interaction analytics
Avaya
8.8
Noble Systems

Pros

Avaya

  • Interfacing with other PABX systems is something that Avaya does particularly well. I believe this is a strength for Avaya because when I am working with other systems getting them to do the same thing is much more difficult and only partly addresses the problem. Avaya provides a complete solution.
  • Handling large numbers of calls and an enormous amount of data is something that Avaya does very well. We have very heavy communications loads at times and having a professionally designed and maintained system like Avaya allows us to manage these loads in an efficient manner. I think this is a strength for Avaya because the breadth of coverage it provides is scalable for extremely large systems that their competitors struggle to achieve.
  • Redundancy in systems is sometimes a bad thing but Avaya's system allows us to build redundancy into the system so that we never lose connections. This is a strength for Avaya because with other systems I have noticed it is necessary to build physical redundancy into the system rather than through software. That is one way that Avaya helps us save money.
Alfred Brock profile photo

Noble Systems

  • 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

Avaya

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock profile photo

Noble Systems

  • 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

Likelihood to Renew

Avaya

Avaya 8.8
Based on 12 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand profile photo

Noble Systems

No score
No answers yet
No answers on this topic

Usability

Avaya

Avaya 8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand profile photo

Noble Systems

No score
No answers yet
No answers on this topic

Support

Avaya

Avaya 9.0
Based on 1 answer
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
No photo available

Noble Systems

No score
No answers yet
No answers on this topic

Alternatives Considered

Avaya

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller profile photo

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.
Daniel Dehner profile photo

Return on Investment

Avaya

  • Using Avaya in an organization helps to maintain stability in the environment.
  • Avaya has trained technical support to overcome all issues quickly.
  • The Avaya product's stability and seamless code upgrade are very important features to use.
Amit Gumber profile photo

Noble Systems

  • 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

Avaya

General

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

Noble Systems

General

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

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