Alvaria and Avaya Partner to Empower Proactive Customer Experience Transformations with Advanced Outbound Capabilities

Last week Alvaria announced an expanded partnership with Avaya, a leading provider of customer experience solutions, to further strengthen the Avaya cloud portfolio with state-of-the-art outreach capabilities. As a part of the companies’ longstanding relationship in Avaya's DevConnect Technology Partner program, this enhanced collaboration aims to deliver proactive customer outreach experiences to deliver innovation without disruption while ensuring compliance with regulatory requirements and coordinating engagement activity across the enterprise.

Alvaria will integrate its Alvaria Cloud solutions for outbound interactions, regulatory and compliance management, and convenient time to call capabilities with Avaya's Elite contact center and its Enterprise Cloud solutions. This integration will provide Avaya's customers with advanced outbound capabilities, enabling modern, proactive, compliant campaigns for customer acquisition, collections, growth and driving customer loyalty and retention.

Read the Press Release

Thinking Differently About Attrition

Employee turnover is often viewed as a negative phenomenon in the business world. Managers and owners see high employee turnover as a sign of instability and a drain on company resources. Between onboarding, downtime, cross training and team building exercises, most companies invest tremendous resources after hiring. But employee turnover can actually be a sign of a healthy and dynamic company culture. Organizations that value growth and advancement may empower and even encourage their employees to leave their current role for a better opportunity elsewhere. Planned turnover also suggests that the organization itself values employees that pursue their career and personal goals. This can lead to a more motivated and engaged workforce, as employees feel that their contributions are valued and that they have a future, no matter where they end up.

Employee turnover can usher in fresh perspectives and new ideas. When new employees join a company, they bring with them different experiences, skillsets and ways of thinking. This often leads to innovation and creativity, as employees collaborate and share knowledge. Embracing employee turnover and actively seeking out diverse talent can foster a culture of learning and growth...

Keep Reading

Technology-Driven Compliance in the Call Center: A Well-Regulated Workforce

It may be hard to believe, but there was a time (not long ago) when call center technology was simply a tool to help your agents do their job. Once a catalyst for change in the call center, technology is now THE change in the call center. The integration of advanced technological solutions has revolutionized the way call centers now approach and ensure compliance. In other words, new platforms are designed to facilitate compliance. By leveraging automation, data analytics, speech analytics and AI, call centers have enhanced their compliance, streamlined processes and prioritized ethical customer engagement.

Automation has emerged as a game-changer in compliance management within call centers. Consent, monitoring and data management can all be handled with precision and efficiency. Autodialers ensure adherence, including do-not-call lists and calling time restrictions, minimizing the risk of non-compliance. Recordings are automated and archived, enabling easy retrieval for compliance and audit purposes...

Read the Blog