Alvaria Compliant Outreach

Formerly from Noble Systems

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

Adherence view

Personal Accounts (time off balance)

Request Viewer (to see if time off request has been approved)

n/a

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.

Calendar for employees to view schedules.

Schedule editing tools for employees.

Adherence reporting for managers.

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.

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The system seems a little outdated compared to workday and is less easy to use.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.

Ease of use.

Less clicking.

Understanding of the system.

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.

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.

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.

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".