Enterprise Contact Center Infrastructure

trusted by industry leaders

Power your experience organisation with Alvaria

Alvaria makes technology that powers better connections with your team and your customers.

Workforce Optimisation

Our platform brings a wide-range of features and solutions to the table, making a big impact on your bottom line.

Contact Centre Infrastructure

We give teams flexibility so their performance is at its best and the customer's experience makes a difference.

Delivery Platform

From implementation to optimisation, you can lean on our expert support for every answer to streamline your experience.

Real Outcomes

"Alvaria has been a trusted and innovative solutions provider for a long time and what we have come to expect from them on premise also holds true for their Cloud offering – with all the additional advantages of an offering tailor-made for the cloud."

Hoist

2.5-fold rise of payment promises

"The city’s Automatic Call Distributor and Interactive Voice Response solution needed to be upgraded and the opportunity to standardize on one communications platform allowed for more streamlined support and reduced maintenance costs."

City of Mesa, Arizona

The solution resulted in 40% reduction in cost and a single vendor contact for support.

"Once we started using the Alvaria predictive dialer, it helped improve agent productivity more than 50%."

JMT

Bottom line, JMT saw an 11% cost reduction per agent with the Alvaria predictive dialing solution replacing manual dialing.

We make tech that helps people shine.

Empowering connection through inbound interactions, compliant proactive outreach, and workforce and performance management tools.

So far we have been very impressed with the results of Alvaria Motivate and both consultants and managers love using it. The business is delighted with the uplift in 6% of sales per hour and the system has already paid for itself after just a few months!

Brendan Mckee

Operation Manager

Our planning times have significantly decreased while the planning results have improved. The software is user-friendly and intuitive to manage. We are more than happy.

Angela Henke

Reporting and Resource Planning

We want to exceed customer expectations. One way to accomplish this in the contact centre is to answer calls within our service levels. We don’t want customers waiting. The only way we can meet that requirement is to ensure that we have the appropriate number of agents in the contact centre at all times.

Isabel De Almeida

VP, Workforce Operations

I looked at all the major gamification providers and Alvaria Motivate was by far the best solution we found in the market. Their product is the most feature robust and they totally understand the call centre industry.

Matt Coffey

General Manager, Technical Projects

Collaboration between Alvaria and Valley Medical Center has been fantastic. We’re doing work around the patient experience that has never been done before. Alvaria partnered with us to deploy the right strategy and the right technology for our organisation.

Wayne Manuel

SVP Strategic Services

Alvaria Workforce™ gives us forecasts and capacity plans so we can optimise our staffing across our partners and give our agents optimal schedules as well.

Andrew Kennedy

Product Manager

Alvaria Performance is the centerpiece of improving the customer experience because you’re not able to determine the effectiveness of your changes if you can’t accurately measure the results.

Bill Sievers

Senior Vice President Customer Care

FAQ

Are there opportunities for peer-to-peer collaboration with other users of your software?

The Alvaria Community empowers you and your end-users with knowledge, self-service options, real-time access to peer-to-peer collaboration, platform notices, product release information, and more. Available 365/24/7, the Alvaria Community is always on for collaboration, connections, and evolving support needs. There are specialised open forums around topics the users care about from contact centre workforce optimisation to contact centre employee engagement and everything in-between.

How do you gather and prioritise product feedback and ideas from your customers and partners?

Our process for gathering and prioritising feedback is designed to be equitable, inclusive, transparent, and data-driven, ensuring that the voices of all users are heard and that our product development efforts are aligned with user needs and business objectives. The tool itself, Alvaria Ideas Portal, is accessible to all active customers and partners.

What is your involvement and representation in industry initiatives?

With Aspect, founded in 1973, and Noble Systems, founded in 1989, our combined tenure represents 50 years of formidable experience and a history of innovation in the contact centre industry. Aspect introduced the industry’s first intelligent automatic call distributor (ACD) in 1973, the first workforce management (WFM) product in 1980, and the first outbound dialling system in 1981. Noble Systems was the pioneer in the development and distribution of outbound dialling systems. In 1985, the company developed a predictive dialling product and began selling it to other companies. Noble Systems Corporation was officially formed in 1989 to further develop and distribute the company’s products.

As Alvaria Inc., we continue building on past achievements including omnichannel self-service, proactive outreach regulatory tools, and enterprise gamification by fusing cutting-edge, unified communications and collaboration enterprise technologies with next-generation contact centre employee engagement and a contact centre outbound platform, helping clients deliver a truly differentiated customer experience that bolsters consumer loyalty and improves business outcomes.

Is your Contact Centre Outbound Platform PCI certified?

Yes, we are PCI DSS v3.2.1 certified and happy to share our attestation letter once you are engaged with our team.

I already have several tools deployed within my contact centre, how hard is it for me to integrate with these systems?

Our WEM packages are designed to allow you to consume a base set of capabilities and add on from there. From contact centre management, contact centre performance, workforce engagement management, contact centre workforce management, contact centre workforce optimisation, or contact centre employee engagement, our WEM portfolio is best of breed and integrates with any enterprise grade solution you are using today.

Resources

Case Study

British Gas Services case study

blog post

Navigating the Contact Center Jungle: Your Guide to Contact Center Infrastructure Adventures

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