Alvaria Cloud New Features Being Released in November 2022
Alvaria is committed to providing our customers with industry-leading contact center solutions that help you efficiently run your business while also delivering seamless customer and agent experiences. Review this list of new Alvaria Cloud capabilities available in November 2022.
Please note: this is a living document subject to change. Features may be added or removed prior to official release.
Alvaria View
Outreach File Manager Supports “.cet” File Format
Outreach File Manager now supports uploading files with the “.cet” extension into Compliance Hub which contain contact events. Previously contact events could only be loaded into Compliance Hub via an API call.
Contact events are evaluated by Attempt Tracker (AT) and Message Tracker (MT) against the defined AT and MT rules. Loading contacts events from either the API or Outreach File Manager is intended for contact events (i.e., outbound activity) that were initiated outside of the Alvaria environment and weren’t previously checked against Compliance Hub. This allows for the external activity to be taken into consideration by Compliance Hub for a complete enterprise view of compliance.
My Account
Compliance Hub Bursting Usage Widget
A Compliance Hub Bursting Usage Widget is now available which allows users to view and download the historical billing reports related to Compliance Hub bursting.
Bursting explained:
Compliance Hub pricing is based on a tiered monthly minimum commit and associated with a max requests per second (RPS). Customers choose a pricing tier, if they exceed the committed RPS, they will be charged an excess usage fee based on the tier to which they bursted.
The new Compliance Hub Bursting Usage Widget now provides the ability to see more information regarding bursting instances related to Compliance Hub.
Outreach
Disposition Plans Option to Support Rules Specific to Records with Single Valid Number
Advanced Outreach disposition plans now support the ability to define rules on a single disposition plan that will be used for records that have only a single valid number in the current dial sequence. These rules can be configured on a list-by-list basis.
This means that on a single disposition plan, you can now configure rules that will apply to records that have more than one valid number, as well as rules that will only apply to records with a single valid number in the current dial sequence. This is now possible without having to segment these records into a separate list. For example, on records with more than one valid number in a dial sequence you may choose to switch to the next number on a “no answer” disposition, but for records with only a single valid number you may choose to redial the number with a different redial time.
For complete information on the November feature updates, view the Alvaria Cloud™ Platform New Feature Update November 2022.