Products
& Solutions
Optimise your workforce engagement and customer interactions like never before with the most powerful, flexible set of solutions available. Make your agents’ jobs more effective, easier and more rewarding—while delighting customers in ways that keep them coming back. Inbound and outbound doesn’t even begin to describe it—this is the future of how employees and customers interact in ways that increase profits and transform businesses.
Enterprise Call Centre Products and Solutions
Every business with a contact centre has unique customer experience and workforce optimisation needs. Our solutions adapt to your business structure, technology requirements and workflows, not the other way around.
Choice
Run Alvaria solutions on premise, in the cloud or as a hybrid— it’s what sets us apart from the competition. Tailor them specifically to your workflows, protocols and requirements down to the most minute details. Even at scale and across thousands of agents, no two enterprises are exactly alike. Alvaria give you the power of choice, because one size never fits all.
Control
Worried about giving up control when you move into the cloud? With Alvaria, you choose which updates to accept and when, with a dedicated sandbox environment to test before you go live. You can even have different agents and/or departments running on different versions at the same time. No one else gives you this level of control.
Compliance
Regulatory requirements are constantly changing, with penalties for noncompliance getting steeper all the time. Alvaria builds bulletproof compliance into each and every one of our solutions, so you can focus on what matters most — creating great customer experiences.
Customer Loyalty
90% of consumers say customer service is an important factor in earning their brand loyalty. Alvaria gives you the tools to create lifetime loyalty through consistently outstanding customer experiences.
Public cloud
Private cloud
On-premises
Elevate your employee engagement and maximise contact centre productivity.
Our workforce engagement management software gives you the tools your organisation needs to maximise efficiency, monitor, improve and reward agent performance and reduce turnover. Alvaria WEM solutions add employee-centric agent experience capabilities such as game mechanics. The result of this combination is the most powerful, most comprehensive workforce engagement solution in the market.
Empower and Engage the Mobile Workforce
Workforce Mobile
Empower the mobile workforce to request schedule trades, overtime or PTO from their mobile devices with the Alvaria Workforce Mobile application. Agents no longer need to log on to a desktop to accomplish this, and notifications can be automatically pushed out to appropriate agents offering them to fill in for other agents or pick up available overtime.
Motivate Mobile
Align the power of our employee experience application with today’s dynamic working environments. The Alvaria Motivate Mobile application allows employees to see their goals and achievements from anywhere, see what other players are doing and initiate new challenges with peers, view rewards and update their profile.
Apps
Optimisation of Your Workforce Made Easy
With massive amounts of data generated every second — including calls in queue, net staffing, schedule details, agent state and so much more — there’s more data than anyone can process manually and it’s costing organisations lost time, opportunities and dollars.
Designed to integrate seamlessly with Alvaria Workforce, our Real Time Optimizer allows contact centres to process high-volume data in real-time to intelligently determine — and direct — each agent’s activity to maximise productivity and engagement and produce immediate results.
Optimizer
Powerful Workforce Management Solution
Maximising contact centre efficiency is critical to deliver great customer experience while minimising operating costs. From precision volume forecasting to mobile schedule management, optimal seat utilisation and beyond, Alvaria Workforce provides the solutions you need to ensure you have the right agents in place at the right time to deliver superior customer service.
Optimised Employee Engagement Solutions
Alvaria Motivate
Using game mechanics to motivate and engage employees both intrinsically and extrinsically seamlessly aligns employee behaviours to company goals—resulting in improved employee retention, performance, customer satisfaction and profitability.
Alvaria Performance
Ensure sustained performance improvements for your organisation with software that helps set clear expectations for employees, provides daily feedback and executes targeted development plans.
Alvaria Quality
Impact customer satisfaction, improve agent effectiveness and comply with legal requirements and security concerns with an effective way to assess quality of voice and text-based customer interactions.
A well-run contact centre needs the right foundations in place that offer teams the ability to work faster, smarter and improve customer relationships.
Robotic Process Automation gives your organisation the tools needed to reach new heights in workflow efficiency. Coupled with Interaction Analytics and Desktop Analytics, organisations can gain clear insights into customer data that can transform your business and bring greater ROI.
Analytics
Embrace digital transformation with RPA
Don’t let organisation-wide productivity get bogged down by repetitive and tedious tasks like retrieving, processing, scheduling, aggregating, importing and/or exporting data. Change the way work gets done through bot-like technology that frees your teams to focus on what they do best.
Robust agent analytics and customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency.
Run real-time and historical analytics against operational and customer data to drive strategic and automated decision making and improve performance and efficiency.
Extends your quality management process by providing a holistic view into 100% of your speech and text interactions, easily surfacing valuable and actionable insights.
Turn your customer experience into a competitive advantage.
Our CX solutions for enterprise contact centres gives organisations the tools, choice and control at scale to expand inbound and outbound capabilities with seamless omnichannel interactions, while maintaining full control, privacy and compliance.
Experience
Increase the Productivity of Your Contact Centre Campaigns
Improve the productivity and effectiveness of your inbound, outbound and blended call centre campaigns with Alvaria contact centrer solutions.
No matter whether your campaign goals are customer acquisition, collections, growth, retention or something else entirely, we can help you reach your goals quickly and efficiently.
Agent
Break Down the Barriers Between Customer Contact Channels
Deliver informed, powerful interactions in and across every engagement, turning routine interactions into strong customer connections. Provide engagement choices for customers across channels so they can select the most appropriate channel, based on where they are and what they are doing.
Additionally, differentiate the total customer experience by delivering consistent service via voice, email, web chat, SMS and mobile with full-service continuity between interactions.
Agent
Self-Service Delivers Powerful Business Benefits
Consumers want to get things done at their convenience—dictating the “when, where and how” of communicating with organisations. They want the power of personalised, continuous, context-aware dialogues across all self-service messaging channels and interactions.
From AI-powered interactive text response solutions such as Facebook Messenger or SMS chatbots, to mobile solutions fully integrated with the contact centre — our self-service omnichannel solutions leverage the latest generation of natural language understanding (NLU) technologies and smartphone capabilities.
World’s Leading Compliant Outreach Solution
If maintaining contact centre compliance with industry regulations and protecting sensitive customer data are mission critical to your operation, Alvaria can help.
Our robust suite of tools helps address the daily challenges enterprise organisations face in collections operations, from managing lists and compliance to streamlining collector activities for reduced agent idle time, increased contact rates and more meaningful conversations with debtors.
Outreach
Reduce Fraud While Building Trust with Your Customers
The significant rise in online engagement has made their customers more susceptible to fraud, requiring more robust call centre fraud detection capabilities.
Leverage consumer behaviour data, device location, and voice biometrics to determine if fraud has occurred.
Detection
Intelligent Outbound Solutions
Maximise contact centre efficiency, improve customer experience and simplify compliance when reaching out to customers.
Improve your outbound campaign through easy-to-use software that manages customer channel preferences, increases agent and administrative efficiency - all while honouring compliance requirements.
Outreach
The Alvaria WEM Suite: Your secret weapon for Workforce Engagement
The Alvaria CX Suite™: Customer Experience, Elevated to New Heights
Secure & Dependable
Our platform uses industry-leading security protocols and is optimised for high availability, so you can count on Alvaria to facilitate outstanding customer interactions every hour of every day.
Omnichannel
Whether it’s chat, email, text, voice, or any other communication channel, Alvaria allows you to optimise your incoming and outgoing communications to match your customers’ preferences.
Scalable & Flexible
Modular and highly scalable, the Alvaria contact centre solution is built to grow and adapt alongside your business.
Intuitive
Built for ease of use with a minimal learning curve, so your agents can focus their attention on providing great customer service, not on navigating a complicated software interface.
Alvaria Cloud™—the
best of both worlds.
Alvaria Cloud combines our CX Suite and WEM Suite into one complete solution in the cloud. It’s the most powerful, flexible solution available.
Contact Alvaria Today
Speak to a representative to learn more about how Alvaria can help you create lifetime loyalty through superior customer experiences.