On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
Aspect and Noble share complementary customer bases, with opportunities for cross-selling and incremental revenue. Noble’s mid-market contact center customer base (500+ seat) supplements Aspect’s enterprise (1000+ seat) customer base, enabling Aspect to sell WEM solutions to a broader audience. Moreover, Noble offers best-in-class gamification solutions and has a strong cloud revenue base, which Aspect customers can now leverage. Both Aspect and Noble have neutral deployments, easing their platform integrations.
Aspect and Noble expect their platforms to fully merge over the rest of 2021, with a busy roadmap for Q3 and Q4. Here’s what we can expect:
Alvaria is set to become a dominant market leader in the contact center and WEM space. Both Aspect and Noble had strong value propositions, and their merger solidifies the best that both companies had to offer. We expect the merger to be smooth, with both Aspect and Noble having similar product deployments and complementary customer bases.
It will be Aspect and Noble customers that get to experience the new Alvaria suites first, with the merger’s impact on customer satisfaction, product innovation, and platform integration success to become clearer in the first half of 2022. For the moment, organizations can still purchase standalone Aspect or Noble services (such as Noble Gamification). While we might expect some early adopter issues as Alvaria irons out its kinks and rebrands its solutions, the long-term result will be a competitive and appealing platform for organizations of all sizes.
Source: SoftwareReviews Contact Center as a Service (CCaaS) Data Quadrant. Accessed July 5, 2021.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.
On October 21, 2020, Talkdesk demoed On the Go, the latest addition to its cloud-based contact center solution CX Cloud. On the Go is built for convenience and remote work, using a device’s virtual assistant (such as Siri) for making calls and accessing data. However, this also means that part of On the Go’s success is tied up with how effective virtual assistants are.