Alvaria Reviews & Pricing

Key Features

• Deployment Facility: Deploy your call center applications wherever you want – on your own servers, in the public cloud or through a private cloud. Start with the essentials and add more features as your business grows.
• Reporting: Get real-time insights and detailed reports to help your agents focus on providing excellent service and improving call center operations.
• Contact Center Solutions: Handle customer interactions through live chat, SMS, email and mobile. Use advanced dialing and routing tools to make your team more efficient.
  • Inbound Voice: Quickly connect customers with the right agent, group or team. Use customer preferences and other information to decide how each call is routed. Let customers know where they’re in line and offer them a callback at a convenient time.
  • Outbound Voice: Connect with customers using personalized messages. Follow Do-Not-Call lists, manage phone number changes, and respect time zones and calling rules. Auto-dialers that boost contact rates and lower costs improve team performance and customer satisfaction.
  • Omnichannel Agent: Interact with customers across any channel they choose. Forecast customer needs and assign agents to different channels to prevent missed calls and long waits. Give your agents the customer information they need to provide the best possible support.
• CX Automated Agent: Improve customer satisfaction and resolve issues faster with automated tools. Create IVR systems that feel more human-like and use AI to adapt to the customer. Design and manage self-service applications across multiple channels.
• Scheduling and Forecasting: Set parameters and options to tailor schedules and forecast staffing needs accurately with historical and current data. Adjust schedules easily to accommodate unexpected changes in resource availability.
• Workforce Optimization: Forecast and schedule staff, record and manage interactions, and track employee performance.
• Professional Services: Get expert help to make the most of your call center software. Implement your solution, optimize your workforce, innovate your customer experience and automate repetitive tasks.
• Third-Party Integrations: Integrate with best-in-class CCaaS and CEC partners like UJET, Google, Avaya and more to combine inbound expertise with compliant outbound and workforce optimization tools.
• Intelligent Assitance: Use intelligent assistance to retrieve customer information, provide guidance, analyze sentiments and translate calls. Make data-driven decisions using performance and predictive analytics to track KPIs and identify areas for improvement. Save time with automation for routine tasks like password resets, scheduling, ticket tagging, and routing.

Approach to Common Challenges

• Managing Calls Smoothly: Alvaria handles live calls, texts, emails and mobile interactions, keeping everything running smoothly. It can even send calls to the right agents based on their skills, just like sending a billing question to someone who knows the answer.
• Ensuring Customer and Agent Satisfaction: Alvaria helps agents juggle multiple customer conversations at once, so they don't get overwhelmed. This means they stay happier and provide better service to your customers.
• Understanding Customers: Alvaria connects with your CRM system, giving agents helpful information about each caller as soon as they pick up the phone. This makes for more personal and helpful conversations.
• Protecting Data: Alvaria takes data privacy seriously. It adheres to industry regulations like GDPR, so you can be sure your customer information is safe and secure.
• Tracking Success: Alvaria gives you real-time reports and data analysis tools so you can track how your agents are performing and how your call center is running overall.

Cost of Ownership

Limitations

• Some outages have affected customer experience lately.
• CXP Analyzer offers more in-depth reports.
• The reports are not customizable in SAP BusinessObjects.
• Expensive for small businesses.

FAQs