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Alvaria

Score7.2 out of 10

7 Reviews and Ratings

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What is Alvaria?

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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Alvaria has to offer, as determined by TrustRadius' reviewers.
Based on 7 ratings of Alvaria's features
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Top Performing Features

  • Validate callers

    Authenticates inbound callers with a customer ID.

    Category average: 8.6

  • Call forwarding

    Forwarding of calls to the appropriate agents.

    Category average: 8.7

  • Click-to-call (CTC)

    Allows one-click calling for agents.

    Category average: 8.6

Areas for Improvement

  • Agent dashboard

    Enables agents to track and view their individual and team performance.

    Category average: 8.5

  • CRM software integration

    Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

    Category average: 8.2

  • Quality management

    Ability to monitor conversation content, administer evaluations, establish policies etc..

    Category average: 8.4

Reviews

What users are saying about Alvaria.
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Good for specifics, steeper learning curve for management.

Incentivized
Matt T
Registration Specialist in Customer Service at Carvana (5001-10,000 employees employees)

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

  • Good tracking for large numbers of employees.
  • Decent UI for employees.
  • Accurate tracking of time balances.

Cons

  • 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.

Most Important Features

  • Calendar for employees to view schedules.
  • Schedule editing tools for employees.
  • Adherence reporting for managers.

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

Workday Adaptive Planning

Other Software Used

Workday Adaptive Planning

There are better options out there.

Incentivized
Magda OLivas
Treasury Ops in Finance and Accounting at Carvana (5001-10,000 employees employees)

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

  • Keeps track of time off.

Cons

  • 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.

Most Important Features

  • Ease of use.
  • Less clicking.
  • Understanding of the system.

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

Workday Adaptive Planning

Other Software Used

Workday Adaptive Planning, Microsoft 365

Noble, the only Solution you will need

Bruce Hale
Director, Contact Center Technoloty in Information Technology at Money Mart Financial (51-200 employees employees)

Pros

  • 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.

Cons

  • 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.

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

Avaya Aura Platform, Five9 Predictive Dialer and NICE Actimize

Alvaria, Managing Your time on Your Own

Incentivized
Verified User
Employee in Customer Service (5001-10,000 employees employees)

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

  • Calculates time off balances
  • Calculates available group allowances for time off requests
  • Documents when I take breaks and the duration of those breaks/lunches

Cons

  • 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

Most Important Features

  • Adherence view
  • Personal Accounts (time off balance)
  • Request Viewer (to see if time off request has been approved)

Return on Investment

  • n/a

Other Software Used

Slack

Noble's cloud call center offers flexibility and features, but requires babysitting

Incentivized
Daniel DehnerView profile
Director of Customer Service in Customer Service at Lifetime Brands (51-200 employees employees)

Pros

  • 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.

Cons

  • Java compatibility - Java compatibility errors were constant during my time using Noble, as in multiple errors per week in an 80 person call center. Although their tech support was responsive, it was not effective in achieving a lasting solution, even when I facilitated conference calls between my telecom group and their tech support. After several months I counted 172 tech support tickets opened with Noble about Java.
  • Noble advertised an Email Response Management System, and we bought it. After two years, we decided to implement it. It turned out that it was so primitive as to be worthless. As I managed the implementation, I was continually surprised at what it could not do. I would have to consult my notes from back then, but I remember that it did not have standard features like one would find in Outlook or Gmail, for example. It could not handle attachments, the CC function did not work as expected, and there was no BCC, there was no "Sent" file (we would have had to use our Outlook server to save sent emails), among many other things. After 5 months of testing and trying to make it work, we decided to discard it.
  • Technical support - I listed this as a strength, but only on the responsiveness and politeness of its agents. Although there was always someone to answer the phone, we had chronic problems like Java incompatibility, reporting inconsistencies, stuck calls, two agents on the same call, and many other problems that were never solved. We always had to keep calling tech support to report these problems, and they said they investigated them, but the problems would reoccur. I ended up speaking to most of their IT chain of command over the two years.

Return on Investment

  • 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".

Other Software Used

SAP Business Objects, NICE Workforce Optimization, SunGard iWorks Macess