Alvaria
Real Time Optimizer integrates with all major contact center platforms
to intelligently determine and manage agent efficiency and engagement to
maximize productivity.
WESTFORD, Mass.-Thursday 27 January 2022 [ AETOS Wire ]
(BUSINESS
WIRE) -- Alvaria, the world leader in enterprise-scale customer
experience and workforce engagement management, announced the
introduction of Alvaria Real Time Optimizer, a new cloud application of
the Alvaria Workforce Engagement Management Suite that enhances the
contact center agent experience.
By functioning as a real-time
virtual agent assistant, Alvaria Real Time Optimizer call center
application completes activities, which positively impact key
performance metrics, such as:
Automatically monitors agent
idle time and delivers training, coaching and off-phone tasks when
service levels can best accommodate. – Streamlines communications
Boost agent morale with automated delivery of surprise breaks, wellness
breaks etc. – Increase agent satisfaction and engagement
Automatically find the right time to connect agents with supervisors to
ensure individual coaching is completed. – Protecting Service Level
Consistently prompts agents with a helping hand when they go beyond
thresholds for talk, hold, or after-call work times. – Enhancing call
handling
Michael Harris, Alvaria Chief Product Officer & CMO
said, “In today’s world, organizations must stay abreast of the latest
innovations to maintain competitiveness and profitability. Without an
investment into advanced AI technologies, companies will be left behind.
The introduction of Alvaria Real Time Optimizer is part of our
commitment to providing world-class solutions to the enterprise market,
with improved employee experience and creating a more efficient process
for the call center.”
Alvaria Real Time Optimizer was built in partnership with Intradiem, well known experts in agent optimization technology.
“Contact
centers are looking for technical innovations to help them improve and
optimize the experience of customers and agents,” said Donna Fluss,
president of DMG Consulting. “This product is designed to help contact
centers find and re-allocate agent down-time so that it can be used
productively. It empowers companies to respond on a timely basis to the
natural dynamics of contact centers, giving them a strategic advantage.”
The Alvaria Real Time Optimizer cloud solution is available now for existing and new Alvaria customers. Learn More
About Alvaria
Alvaria
is the world leader in enterprise-scale customer experience (CX) and
workforce engagement management (WEM) solutions. Our name is derived
from Latin for “hives” – nature’s perfect form for millions of years –
bringing you solutions that are scalable, resilient and secure, with
efficiency, speed and pinpoint accuracy. ALVARIA™. Reshaping Customer
Experience™. For more information, please visit www.alvaria.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20220125005362/en/
Contacts
Media Contacts:
Michael Harris, CPO/CMO, Alvaria
Press@alvaria.com
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