3 Ratings
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Score 9.1 out of 100
53 Ratings
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Score 7.9 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Noble Systems
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Noble Systems
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Click-to-call (CTC)
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3

Workforce Optimization (WFO)

Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Live reporting
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Customer surveys
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Pricing Details

Noble Systems

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Support Rating

Noble Systems
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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