What users are saying about
3 Ratings
5 Ratings
3 Ratings
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Score 9.1 out of 100
5 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Noble Systems

Noble is well suited for any size contact center doing inbound only, or fully blended environments. From appointment setting to collections, Noble has products to successfully accomplish the requirement. For organizations that are heavily focused on compliance, Noble's TCPA Lockdown product, Post and Real-Time Speech Analytics, and onboard evaluation tools are a must - all proprietary and fully integrated. For organizations interested in "doing more with less", Noble has multiple AI products that ensure success.
Bruce Hale | TrustRadius Reviewer

Twilio Flex

Contact centers. Not suited well for basic Uc users.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Noble Systems
9.0
Twilio Flex
8.0
Agent dashboard
Noble Systems
9.1
Twilio Flex
8.0
Validate callers
Noble Systems
9.1
Twilio Flex
8.0
Outbound response
Noble Systems
8.2
Twilio Flex
8.0
Call forwarding
Noble Systems
9.1
Twilio Flex
8.0
Click-to-call (CTC)
Noble Systems
9.1
Twilio Flex
Warm transfer
Noble Systems
9.1
Twilio Flex
8.0
Predictive dialing
Noble Systems
9.1
Twilio Flex
Interactive voice response
Noble Systems
9.1
Twilio Flex
8.0
REST APIs
Noble Systems
9.1
Twilio Flex
8.0
Call scripts
Noble Systems
9.1
Twilio Flex
8.0
Call tracking
Noble Systems
9.1
Twilio Flex
8.0
Multichannel integration
Noble Systems
9.1
Twilio Flex
8.0
CRM software integration
Noble Systems
9.1
Twilio Flex
8.0

Workforce Optimization (WFO)

Noble Systems
9.1
Twilio Flex
Inbound call routing
Noble Systems
9.1
Twilio Flex
Omnichannel inbound routing
Noble Systems
9.1
Twilio Flex
Recording
Noble Systems
9.1
Twilio Flex
Quality management
Noble Systems
9.1
Twilio Flex
Call analytics
Noble Systems
9.1
Twilio Flex
Historical reporting
Noble Systems
9.1
Twilio Flex
Live reporting
Noble Systems
9.1
Twilio Flex
Customer surveys
Noble Systems
9.1
Twilio Flex
Customer interaction analytics
Noble Systems
9.1
Twilio Flex

Pros

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 | TrustRadius Reviewer

Twilio Flex

  • Customizable.
  • Great interface.
  • Integrations.
Anonymous | TrustRadius Reviewer

Cons

Noble Systems

  • Selfishly, I would love for Noble to provide their own instance of gateways for SMS and Email. This is one area where additional vendors are required, to serve as the gateway to launch texts and emails. This opens opportunities for breaks that require additional resources to trace the root of the issue.
  • Some of Noble product offerings require extensive start-to-finish resources. While there is not much room for improvement, end-user should know some products require much more upfront work than others. Prerequisite courses and questionnaires are almost always required, along with on-site training. It should be made very clear, Noble has these requirements to absolutely ensure end-user are proficient in taking full advantage of the product, once released to Support.
  • Post-Upgrade testing is time-consuming, especially if the number of products utilized is extensive. While Noble deploys most all upgrades to a DEV environment and engages multiple resources when deploying to PROD, ensuring all products don't resort to "Default" isn't 100%. End-User is required to complete significant testing, too, but there are opportunities for misses, that may result in production impact. Upgrades, with testing, could take 4-6 hours.
Bruce Hale | TrustRadius Reviewer

Twilio Flex

  • Basic in nature.
  • Isn’t one “knock your socks off” feature.
Anonymous | TrustRadius Reviewer

Support Rating

Noble Systems

Noble Systems 9.1
Based on 1 answer
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.
Bruce Hale | TrustRadius Reviewer

Twilio Flex

Twilio Flex 1.0
Based on 1 answer
I don’t use Twillio support specifically
Anonymous | TrustRadius Reviewer

Alternatives Considered

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 | TrustRadius Reviewer

Twilio Flex

It’s more basic but has some great flexibility.
Anonymous | TrustRadius Reviewer

Return on Investment

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 | TrustRadius Reviewer

Twilio Flex

  • The customer gets to assigned an agent quicker.
Anonymous | TrustRadius Reviewer

Pricing Details

Noble Systems

General

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

Twilio Flex

General

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

Rating Summary

Likelihood to Recommend

Noble Systems
9.1
Twilio Flex
8.0

Support Rating

Noble Systems
9.1
Twilio Flex
1.0

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