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Businesses in need of service-as-a-software solution for the Communications industry.
Contact centers with 200+ agents that want to easily manage their workforce across locations, channels and skills.
Reporting is excellent and every salesperson can use pretty easily. Support and configuration are easier because of the wealth of knowledge available in the SF community.
I dislike the lack of WYSIWYG editor. Formatting is limited, but more importantly, it is a pain to apply much of it.
This platform is very easy to use and continues to improve with every update. Amazing for sales/recruiting and always has a responsive customer service.
The only thing that is a little bit annoying with the platform is that whenever the cache gets stuck, it fails to load all of my dashboards.
The best, it has really growth throughout the years, we have managed to integrate some tools such as Nice In contact, VRA, and even LucidChart flowcharts. It deploys and works above and beyond.
Overall, their stability seems to have problems at the worst times. There have been several outages regarding email and reporting over the past months.
Amazing tool to receive incoming calls and chats and log interactions. It has improved the way we provide information to a customer and the way we create and resolve incoming tickets.
Sometimes is a little bit confusing on the new front end.
The ability to schedule and forecast real time great for our environment. Would like to see better forecasting model for omni-channel.
It is always loading or lagging and, combined with all of the drop downs and tabs, makes for a very frustrating experience even when trying to accomplish a simple task.
The agent dashboard is great. Agent experience is very nice, they enjoy the ability to see their schedules and flexibility to change their breaks.
Can be difficult to admin. Establishing new FG's and SG's or group allowances can be very confusing and is an overly complicated multi step process.
Easy use and the good performance, I'm happy to use the solution. Try this solution is make me feels more easy to staff our agents with a complex customers forcasts.
Sometimes my leave days are cancelled because system allows many people to overbook leave on same day.
Ability to schedule reports and download them later is a great feature. Ability to normalize for holidays is great.
The aplication sometimes has slow performance also this aplication has a problem, Automatic log outs.
Naga Kiran: I'm Naga Kiran. I'm technical lead working in L&T Infotech. Our company is in technical side. We implement Salesforce technology for many companies. Rating I give for Salesforce Service Cloud is four out of five. Salesforce Service Cloud is used in our company as a ticketing system. Previously, we used to have Legacy ServiceNow ticketing system, but now we have replaced with Salesforce Service Cloud. So, that is where we are using it for now. Salesforce Service Cloud offers us many configuration stuff. You don't want to know program to design like Automated Logic. Instead, you have lot of automation in-built in Salesforce. Salesforce provides that to us, so that we can use in our environment and it will be useful for achieving all the service-related issues. One thing that I like the most about Salesforce Service Cloud is it offers lots of automation, which can be easily... It's point-and-click interaction. You don't want to learn coding also. It's just point-and-click interaction, where you can achieve those automations. For example, you can create different teams. In support system, you require different teams, right? So, you can create different teams and you can measure the quantity, how much days it is staying in the queues. Everything can be done easily in the point-and-click interaction in Salesforce Service Cloud. One thing which I feel bad about Salesforce Service Cloud is the license cost. The license cost feels a little bit more when you compare with the competitors. Second thing is the UI. It is offering us Salesforce Lightning, but still that UI is not up to HTML standards. There, Salesforce can improve a bit.
Bernard: Hi, I'm Bernard contact center as a service consultant. And I rate the Alvaria Workforce Management a four out of five. For more information about Alvaria and its solutions click below. Before using Alvaria, a solution involving a customized homegrown solution with Microsoft dynamics was being used without the power of a true workforce engagement management solution. And so Alvaria was by far more appealing for a larger enterprise in general. Alvaria is the most logical solution for an aspect, a branded contact center, which is where this essentially originated from many years ago. It's very tightly integrated into the workflows. And as a result, you can create the workforce engagement models for voice and for email and for chats and other forms of communications in a contact center. And it works extremely well. Alvaria's solutions are really designed to be used by professionals with experience in the workforce engagement environment. And so if you are a professional, who's worked in the workforce management field and know the lingo and the overall metrics. It's very easy to get started. I would say that this is a solution that's really more geared to the more sophisticated, larger enterprises and for a mid-size type business it may not be the best solution for you. And there's some other alternatives that may be suited to a business that wants very basic requirements. For those evaluating a workforce engagement solution or workforce management solution. I would suggest that you work with a workforce management consultant who can assist you in setting up the overall workflow, logic and business goals for the actual configuration. For most mid-sized companies, you might want to look for solutions from NICE and from Verint and a few others, or Calabrio that are more geared to the more cost effective cloud-based mid-market solutions. However, the Alvaria solution definitely is one of the leaders and will meet your requirements, especially for the larger enterprises.
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