The Next Evolution of Alvaria Cloud

Apr 19, 2021, 13:58 PM by Legacy Post
Blog Image: Artificial Intelligence

Most cloud contact centre software forces its users into a box, requiring business leaders to redesign processes and shift people around a standardised solution. For enterprise-scale contact centres, a “cookie-cutter” approach to implementing infrastructure and software isn’t enough. Organisations deserve unparalleled choice and flexibility, and Alvaria strives to build contact centre solutions that fit the specific needs of each individual customer. Alvaria Cloud is a world-class, full-featured enterprise cloud contact centre solution that scales to meet the needs of large organisations and delivers proven, best-of-breed contact management and workforce optimisation capabilities to help companies deliver on their CX strategies and build lifetime customer loyalty.

The Aspect Via Platform is the most extensible enterprise cloud contact centre platform in the market, allowing businesses to adopt contact management and workforce optimisation applications modularly, so they can add capabilities at their own pace, with common administration, reporting and a persona-based UX across all applications. Customers can select the cloud services provider of their choice and deploy in a multitenant or single-tenant environment. Additionally, Alvaria Cloud is designed for high availability and business continuity; backed by an industry-leading 99.999% uptime service level agreement (SLA).

Alvaria delivers the premier outbound contact management solutions in the market, and recent releases build upon our history of delivering innovative new features to support advanced proactive outreach strategies. Alvaria Cloud offers all of the outbound campaign management, list management and compliance tools enterprise contact centres need to comply with national, regional, and local regulations while increasing outreach efficiency and right-party contacts. The latest releases also include new capabilities that allow large organisations to coordinate outreach activities across the contact centre as well as other business units, allowing enterprises to centrally manage outreach activities across the organisation and across all Alvaria and third party systems.

Enterprise Customers Demand Choice and Flexibility

Throughout our history, Alvaria has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance. Along the way, these organisations have been by our side, collaborating to provide product input and feedback, partnering to advance and continuously improve our contact centre portfolio into the industry-leading, fully featured contact management and workforce optimisation solutions they are today.

The scalability needs and complexity of their operations prevent large enterprises from purchasing cookie-cutter software solutions. In order to best serve these customers, Alvaria offers unparalleled choice and flexibility to ensure that our best-of-breed contact centre solutions are designed around people and processes — while still offering the breadth and depth of capabilities organisations require to drive lifetime customer loyalty.

Each year, Gartner releases a Magic Quadrant report for the contact centre as a service (CCaaS) market. In this year’s report, Gartner characterises CCaaS solutions as sub-500 seat contact centre environments for organisations looking to consolidate stand-alone environments into an all-in-one solution, from a single provider. Typically, contact centres that serve small and medium sized businesses find an all-in-one, all-at-once delivery model more attractive. This allows contact centres to consolidate into a single solution and from a CCaaS provider. Large enterprises on the other hand, prefer best-of-breed solutions that are the proper fit for their business requirements, customisable and able to perform specialised functions better than an all-in-one system. Additionally, these companies have unique requirements for scalability, security and the ability to migrate applications and teams to the cloud at their own pace.

Based on the characterisation of contact centre as a service solutions in the Gartner 2020 CCaaS Magic Quadrant report, Alvaria chose not to participate.

In the 2019 report, Gartner praised our offering, stating customers should “Consider Aspect’s Via (now known as Alvaria Cloud) platform if you are looking to deploy feature-rich CCaaS capabilities, particularly in large and very large contact centres.” We provide an enterprise cloud contact centre solution that allows customers to start with one or multiple best-of-breed contact centre applications and add more as their needs and requirements change. All of these applications are deployed on the Aspect Via Platform, which is backed by an industry-leading 99.999% SLA and enterprise-grade business continuity/disaster recovery capabilities.

As you know, enterprise contact centres require a level of control over data privacy and access that many small and medium-sized organisations simply do not. We’re unique in offering both multi-tenant and single-tenant deployment options, allowing our customers to choose the deployment model that is the right fit for their organisation. We recognise that many large organisations have a preferred cloud-services provider, which is why Aspect offers customers their choice of Amazon Web Services (AWS) or Microsoft Azure - while continuing to develop our software stack to be deployable in additional cloud environments.

Understanding that enterprise software buyers demand best-of-breed solutions, we’ve created a feature-rich portfolio of applications that are uniquely designed with the needs of large organisations in mind.

· Developing the most advanced enterprise cloud contact centre solution for the mobile workforce

· Delivering the premier solution for omnichannel self-service and agent assisted interactions, outbound campaign management and compliance

Alvaria has a well-rounded portfolio full of capabilities to help organisations achieve lifetime customer loyalty.

The Aspect Cloud Platform is the only enterprise cloud contact centre solution that is purpose-built for enterprise buyers. We take pride in our history of helping the world’s top organisations shape industry-leading customer experiences, and we are committed to continuing to be cloud contact centre vendor of choice for enterprise buyers for years to come.