Noble, the only Solution you will need
October 03, 2019
Noble, the only Solution you will need
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Noble Systems
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.
- 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.
- 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%!
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.
Do you think Alvaria Compliant Outreach delivers good value for the price?
Yes
Are you happy with Alvaria Compliant Outreach's feature set?
Yes
Did Alvaria Compliant Outreach live up to sales and marketing promises?
Yes
Did implementation of Alvaria Compliant Outreach go as expected?
Yes
Would you buy Alvaria Compliant Outreach again?
Yes