Alvaria vs. Webex 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.

It depends on your needs. If you only need simple call flows, consider using Cisco Webex Calling Auto-Attendant. If you require more complex call flows and time-of-day routing, you can utilize Cisco Webex Contact Center. You only have to purchase 1 Agent to use the Call Flow Designer.

Incentivized

• 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

• Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
• The uptime is a big selling point of Cisco.
• I feel supposed by Cisco in terms of new features/functionality coming down the line.

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

• Better integration with Webex Calling.
• More on premise features integrated into the cloud solution.
• Better documentation for pebble templates.
• Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.

Incentivized

We are happy with the product, with Cisco as a partner and the roadmap looks mightily impressive. Webex Contact Center is one of our growth areas so we're keen to get more agents on the platform, we want to get more customers on it and we want to make use of all the features and functionalities it offers, so that we can help our customers do what they do best.

It is great to use Webex Contact Center as it delivers the call routing and workflow for agent and call routing. In addition to this the noise reduction helps to focus attention on the call and with the client. The notes feature and the ability for the transcription really helps with translation and language barriers.

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

Webex Contact Center works great in conjunction with the above product to produce a better system from businesses and more options to reach the maximum number of clients to make the business thrive. It makes it easier to reach all generations and remove any limitation or obstetrical and makes the business have a better chance of success.

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

• No Capex required for this solution (which makes our CFO very happy)
• Digital channels are builtin and therefore very easy to deploy
• The built in CRM integration was missing features so we had to install a thirdparty connector which we had to pay for (and wasn't in our budget) in order to get the features which our business demanded

Incentivized