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Alvaria Compliant Outreach

Alvaria Compliant Outreach
Formerly from Noble Systems

Overview

What is Alvaria Compliant Outreach?

Maintaining contact center compliance with industry regulations and protecting sensitive customer data are mission critical to outbound call center operations. Alvaria's Compliant Outreach suite of solutions, part of the larger Alvaria CX Suite, can help. The solution is based on…

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Recent Reviews
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Pricing

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Alvaria Compliant Outreach

Alvaria Compliant Outreach

N/A
Unavailable

What is Alvaria Compliant Outreach?

Maintaining contact center compliance with industry regulations and protecting sensitive customer data are mission critical to outbound call center operations. Alvaria's Compliant Outreach suite of solutions, part of the larger Alvaria CX Suite, can help. The solution is based on software from the…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Alvaria Compliant Outreach?

Alvaria Compliant Outreach Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Maintaining contact center compliance with industry regulations and protecting sensitive customer data are mission critical to outbound call center operations. Alvaria's Compliant Outreach suite of solutions, part of the larger Alvaria CX Suite, can help. The solution is based on software from the former Noble Systems, which merged with Aspect Software in 2021 to become Alvaria. Noble Systems' technology forms the basis of the Alvaria compliant outbound call center solution.

Reviewers rate Agent dashboard highest, with a score of 7.

The most common users of Alvaria Compliant Outreach are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(7)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
June 21, 2022

Alvaria, Managing Your time on Your Own

Verified User
Employee in Customer Service
Automotive Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
I use Alvaria to put in time off requests, manage my daily schedule, and to correct any discrepancies with my schedule.
Pros and Cons
  • Calculates time off balances
  • Calculates available group allowances for time off requests
  • Documents when I take breaks and the duration of those breaks/lunches
  • It could show more info on the home page, not just the daily schedule
  • At times the website runs a little slow
  • The mobile app could be easier to navigate as well
Likelihood to Recommend
It's a pretty convenient tool. Sometimes I accidentally go a bit over on my break and instead of waiting for leadership to report the attendance occurrence to me, I can just check it on Alvaria.
Most Important Features
  • Adherence view
  • Personal Accounts (time off balance)
  • Request Viewer (to see if time off request has been approved)
Alvaria Compliant Outreach Feature Ratings
Contact Center Software (13)
6.153846153846154%
0.6
Agent dashboard
80%
8.0
Validate callers
N/A
N/A
Outbound response
N/A
N/A
Call forwarding
N/A
N/A
Click-to-call (CTC)
N/A
N/A
Warm transfer
N/A
N/A
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
N/A
N/A
Multichannel integration
N/A
N/A
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
N/A
N/A
Inbound call routing
N/A
N/A
Omnichannel inbound routing
N/A
N/A
Recording
N/A
N/A
Quality management
N/A
N/A
Call analytics
N/A
N/A
Historical reporting
N/A
N/A
Live reporting
N/A
N/A
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • n/a
Alternatives Considered
I haven't really used any other systems like this (that I can recall). Alvaria is the first, but I like it so far. I didn't choose this program it's just the one my company uses but it is pretty helpful and convenient to manage my time myself instead of depending on someone else to do it for me.
Other Software Used
June 18, 2022

Good for specifics, steeper learning curve for management.

MT
Matt T
Registration Specialist
Carvana (Automotive, 5001-10,000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Alvaria is used to organize and track employee schedules, and adherence to schedules, as well as tracking available employee perks such as personal time off available, vacation time off available, and various extended leave policies available for each employee. It allows management to track large numbers of schedules simultaneously and be alerted when there is an adherence issue.
Pros and Cons
  • Good tracking for large numbers of employees.
  • Decent UI for employees.
  • Accurate tracking of time balances.
  • Clunky reporting tools.
  • Schedules are modifiable, but this is a time-consuming process for those with flexible schedules.
  • The site is a bit ugly, and the home page is not modifiable, which means a lot of extra searching for regularly used tools.
Likelihood to Recommend
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.
Most Important Features
  • Calendar for employees to view schedules.
  • Schedule editing tools for employees.
  • Adherence reporting for managers.
Alvaria Compliant Outreach Feature Ratings
Contact Center Software (13)
10%
1.0
Agent dashboard
60%
6.0
Validate callers
N/A
N/A
Outbound response
N/A
N/A
Call forwarding
N/A
N/A
Click-to-call (CTC)
N/A
N/A
Warm transfer
N/A
N/A
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
N/A
N/A
Multichannel integration
N/A
N/A
CRM software integration
70%
7.0
Workforce Optimization (WFO) (9)
6.666666666666666%
0.7
Inbound call routing
N/A
N/A
Omnichannel inbound routing
N/A
N/A
Recording
N/A
N/A
Quality management
60%
6.0
Call analytics
N/A
N/A
Historical reporting
N/A
N/A
Live reporting
N/A
N/A
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • 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.
Alternatives Considered
Alvaria has a clunkier User Interface than Workday. It's granular to such an extent that it actually decreases usability for those less technologically literate (most managers). For scheduling, it can be used much more granularly, which is great for reporting but requires a larger investment of time and knowledge to make the system effective.
Other Software Used
June 18, 2022

There are better options out there.

MO
Magda OLivas
Treasury Ops
Carvana (Automotive, 5001-10,000 employees)
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We use it to request time off for any reason in conjunction with the Workday system. On Alvaria, we request the time off so we don't get any markups for the time, and Workday is used for pay purposes. It helps us keep track of any missed days or put in the time that was late. This is also where we request any time off for vacation or sick time.
Pros and Cons
  • Keeps track of time off.
  • 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.
Likelihood to Recommend
This is well suited for the employer but is very difficult for the employee to use. The system seems a little outdated and the options for taking time off are a little difficult to understand with no help from the system. When the time off requests get rejected, you have to click through a lot to actually find your answer as to when and why it was rejected and when you do find it, it is not easy to translate why it was rejected.
Most Important Features
  • Ease of use.
  • Less clicking.
  • Understanding of the system.
Alvaria Compliant Outreach Feature Ratings
Contact Center Software (13)
5.384615384615384%
0.5
Agent dashboard
70%
7.0
Validate callers
N/A
N/A
Outbound response
N/A
N/A
Call forwarding
N/A
N/A
Click-to-call (CTC)
N/A
N/A
Warm transfer
N/A
N/A
Predictive dialing
N/A
N/A
Interactive voice response
N/A
N/A
REST APIs
N/A
N/A
Call scripts
N/A
N/A
Call tracking
N/A
N/A
Multichannel integration
N/A
N/A
CRM software integration
N/A
N/A
Workforce Optimization (WFO) (9)
N/A
N/A
Inbound call routing
N/A
N/A
Omnichannel inbound routing
N/A
N/A
Recording
N/A
N/A
Quality management
N/A
N/A
Call analytics
N/A
N/A
Historical reporting
N/A
N/A
Live reporting
N/A
N/A
Customer surveys
N/A
N/A
Customer interaction analytics
N/A
N/A
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • I think it works fine but a lot of the employees always have to ask for help submitting times off so we have to ask for help which wastes a lot of time.
Alternatives Considered
I think Workday is much more user-friendly with much less clicking about for answers. It's also easier to use and I don't feel confused or doubtful when submitting for time off or time corrections. The reasons that times get rejected are also much easier to follow and the overall look and feel are much sleeker for Workday.
Other Software Used
October 03, 2019

Noble, the only Solution you will need

BH
Bruce Hale
Director, Contact Center Technoloty
Money Mart Financial (Financial Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
All customer-facing employees utilize the Noble suite of products, from Customer Service to Collections. The ability to leverage multiple methods of communication, in this age of digital engagement, is critical to our business. Noble's robust product suite offers us that ability, without engaging multiple vendors. Noble offers SMS, Email, Web Chat, and Blended voice solutions, all fully integrated. The ability to remain compliant with the stringent, ever-changing, regulatory rules is a requirement for our industry. Noble addresses all Compliance-Related challenges. Reporting and Recording is also a requirement for us, and Noble has extremely robust reporting and recording for all modes of communication.
Pros and Cons
  • 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.
  • 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.
Likelihood to Recommend
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.
Alvaria Compliant Outreach Feature Ratings
Contact Center Software (13)
99.23076923076923%
9.9
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
90%
9.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Noble's Contact AI (Best Time To Call) product offers an increase in Right Party Contact (RPC), with fewer attempts. The product utilizes Decision Science (Historical Results and any other metric you may wish to use: Credit Scores, etc...) to sort dial lists by a propensity to answer and propensity to pay. Formal Champion/Challenger tests resulted in a ~40% increase in RPC, with less overall penetration.
  • Noble's Skill-Based Routing, along with Inbound Priority, have helped us with shorter overall Average Handle time, ensuring caller lands in the right queue, without the need to transfer. Noble's IVR is extremely robust and from a Customer Service perspective, reduces costs by offering the caller to hang upkeep their place in line.
  • Noble's Conversations: Post Call speech analytics allows not only the QA and Compliance teams to search for specific phrases, but offers the same search opportunities to the Supervisor level. This has reduced the number of infractions that may be a Compliance risk by over 30%!
Alternatives Considered
Noble far exceeds the other solutions explored for the simple reason of product suite offerings. There is very little-to-no need to stack vendors on a basic telephony platform because Noble has the proprietary suite of products. Full integration. Reporting. Recording. AI. Compliance. WFM. Gamification. Road Maps based on end-user requirements. In the event other vendor solutions are necessary, Noble is wide open, meaning integration is probable.
Support Rating
10
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.
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