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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

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
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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