Alvaria vs. Zoom Contact Center

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.

Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.

• 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.

Incentivized

• Customer service - Whether for sales, setup, or technical assistant, their team is always patient, informed, and helpful.
• Cutting Edge - Every month there are a plethora of new or enhanced features that are well thought, tested, and ready for implementing.
• Stability - Our uptime is important to our clients. As a 24/7 365 day/year contact center, having confidence that Zoom's systems are up and running means our clients have trust in our abilities to service their calls.

Incentivized

• 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

Incentivized

• The Teams dashboard for monitoring agents needs some customization options.
• Friendly names, I would like to be able to name a number and when it rings you can see the name of the number.
• Point flows at flows would be nice, instead of flows to queues only.

Incentivized

First and foremost for our results, the omnichannel approach and ease of use on the internal side (agents, supervisors and administrators) have made adoption very simple, we have managed to reduce response times (SLA) and internal communication has become very fluid. We get good feedback from our clients for having implemented ZCC in the company to serve them.

Incentivized

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.

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.

Incentivized

Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had a local team that could help with the transition directly, which is very valuable

Incentivized

• 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.

Incentivized

• Intuitive, Easier and almost effortless to maintain.
• Lesser Operational Expenses that the alternative we also have
• We wish it has a better integration with Zoom Phone, in terms of channels integration (Voice and Chat) to quick identify callers.
• It is missing "modular" programming to "reuse" Existing Flows and call them from other flows then return to the main flow.
• It is missing the capability to compartmentalizing different teams/groups related to reporting, admin, and global parameters.