Formerly Aspect Workforce Management

Enterprise Contact Centre Workforce Management Software

Award-winning solution that easily scales from 200-65,000+ agents; multiple deployment options with fully-integrated quality and performance management, gamification and process automation.

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Helping Companies Like These Provide Superior Customer and Agent Experiences

Keep Your Workforce Productive and Engaged with Ease

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Adherence & Productivity

Leverage a real-time, at-a-glance view of each agent’s activity and compare it to the agent’s scheduled activity. Always be on the pulse of your established KPIs with a system of alarms to notify you when performance is outside of your thresholds. Identify those who are the most or least productive and use this information to set performance benchmarks, train new agents, coach existing agents and establish incentive and reward programs.

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Flexibility & Customisation

Ensure accurate, omnichannel forecasts and schedules with flexible scheduling and forecasting options. Utilise forecasts and scheduling that includes intraday shrinkage and options to mix-and-match scheduling approaches, batch edit, create trial schedules and view unlimited “what-if” scenarios to understand the impact of unanticipated but possible events on your forecasted service levels.

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Mobile Self-Service

Access critical call centre WFM information, send real-time notifications and view timely schedule updates directly from your mobile device. Produce the most accurate intraday schedules possible by providing agents with self-service options to update schedule preferences, view the schedules and change requests status, and more. Approved requests go straight into the system without manual intervention, saving time and reducing errors.

Praise from Customers

"Alvaria Workforce gives us really good visibility of what’s going on in the contact centre. It enables us to closely manage intraday performance and make changes to improve performance."

Paul Milloy, National Resource Planning Manager, British Gas Services (BGS) Contact Centres

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Reliable, Robust and Flexible Workforce Management Solution - Proven to Drive High Performance and Reduce Operational Costs

True Omnichannel Workforce Planning

Patented omnichannel simulation models that provide the most accurate forecasting and flexible scheduling across all channels – inbound/outbound voice, email, web chat, SMS, IM and social media.

Unlimited "What-If" Scenarios

Powerful tool to see the impact of variations in staff availability and contact volumes. Test multiple demand and staffing models and plan for unexpected events before making trial schedules official.

Facilities Planning

Alvaria Workforce Reserve can help organise multiple floors of a contact centre to ensure efficiency, as well as to instill confidence in returning to the office as the world emerges from the COVID-19 pandemic.

Flexible and Mobile Self-Service Apps

Call centre agent and supervisor self-service and mobile options provide scheduling flexibility and minimise administrative overhead. Push notification-enabled apps for IOS and Android keep agents informed of workforce-related updates.

Business Continuity / Disaster Recovery

Alvaria deploys cloud services and databases into multiple availability zones to ensure that vital applications maintain critical operations and can recover quickly from a failure or outage.

Open Architecture & APIs

Architecture built with enterprises in mind to integrate with existing CRM, CEM, CFM, CSS, ERP, WFM and BPM solutions.

Optimise Staffing Resources, Improve Agent Performance, Deliver Exceptional Customer Experiences

Experienced Migration Teams & Post Go Live Optimisation

You can count on us! Our experienced implementation teams have successfully migrated many competitive workforce management solutions into Alvaria Workforce, transitioning them to on-premises, cloud, or hybrid environments.

Then, 8 – 12 weeks after deployment, our workforce experts analyse and provide a post-deployment analysis and optimisation recommendations to ensure you’re realising the maximum return on your investment.