Likelihood to Recommend Alvaria, Inc (Aspect Software + Noble Systems)
Alvaria is well suited for implementing and tracking schedules for employees where strict schedules and timely staffing is important (Call center, retail, etc). Positions that are directly customer-facing are benefitted from an accurate and consistent schedule tracking as there is an hourly workflow to handle. It is less likely to help for positions that have flexible schedules - such as creator work.
Read full review I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.
Read full review Pros Alvaria, Inc (Aspect Software + Noble Systems)
Noble uses the same code for either Premise or Cloud, making the decision for us to go 100% Cloud simple. Our industry, like so many others, is looking to migrate to Cloud wherever possible. Deployments in a Cloud environment are much faster, from adding Agent Licenses to implementing additional products in the Noble suite. Noble monitors all servers, and adjusts as necessary, automatically, with courtesy communication to end-user as to what action was taken to prevent any production impacting event. Noble's Enterprise Support is WORLD CLASS, providing 24/7 support. First call resolution is superb, with a "No Hassle" escalation process, all the way to CEO, if necessary. Dedicated Account Management with a tenured group of Level II technicians, assures quick resolution. Enterprise Support comes weekly/bi-weekly meetings to discuss open tickets and opportunities to upgrade to new versions of the product. Customer inspired Road Maps to ensure needs and requirements are met, in a timely manner. Enhancements and product adds are often as a result of customer requests. Noble will tackle one-off requirements for a fee, too. Noble Product Suite is extremely robust, resulting in minimal-to-zero additional vendor requirements, stacking on top of the product. Our IT requirement has been review and consolidates vendors where possible, and bringing Noble into the organization did just that. From Quality Assurance and Compliance to Multi-Session opportunity, Noble reduced the need to engage multiple vendors. Read full review Keep detail record of the agent and supervisor activity. Help to create agent and give them access to different teams and different skill groups. Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...] Read full review Cons Alvaria, Inc (Aspect Software + Noble Systems)
The system is a little confusing to use because of the segments and packages. The system seems a little outdated compared to workday and is less easy to use. The system doesn't tell you what went wrong in a way that is easy to translate when time off is rejected. Read full review While adding skill group to the agent a direct find and assign button should be there. In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish. User interface can be improvised. Read full review Support Rating Alvaria, Inc (Aspect Software + Noble Systems)
We utilize Noble's Enterprise Support, offering us 24/7 access. Additionally, with Enterprise Support we engage with Level II Support Technicians and no-hassle escalation. With Enterprise Support, we also have a dedicated Account Manager who conducts weekly/bi-weekly support calls to discuss open tickets and upgrade opportunities. With Enterprise Support, we have the ability to select our window for upgrades, to include weekends.
Read full review We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Read full review Alternatives Considered Alvaria, Inc (Aspect Software + 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.
Read full review We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.
Read full review Return on Investment Alvaria, Inc (Aspect Software + Noble Systems)
Creates a trackable performance for employees to receive direct feedback on ways to improve. Increases time spent by coordinators by creating an additional system along with the payroll scheduling system. Provides easy dispositioning for employees to switch tasks. Read full review Cisco Finesse is a pivotal piece of HubSpot's world renowned Customer Support team, seamlessly integrating with our product to deliver our customers the highest level of support. Read full review ScreenShots