Automation & Analytics
Call Centre Automation
Make digital transformation a reality with solutions that automate and optimise operations and provide clear insights into customer data—allowing your agents to be more productive and deliver the best customer service possible.
Take a New Approach to Age-Old Challenges with Robotic Process Automation and Analytics
A well-run contact centre needs the right foundations in place that offer teams the ability to work faster, smarter and improve customer relationships.
Robotic Process Automation gives your organisation the tools needed to reach new heights in workflow efficiency. Coupled with Interaction Analytics and Desktop Analytics, organisations can gain clear insights into customer data that can transform your business and bring greater ROI.
Alvaria brings best-of-breed solutions tailored to your organisational needs, enabling you to get the most from your contact centre technology – whether your staff is working on-site, remote or in a hybrid setting. Choose the tools you need to start achieving better customer experiences and more productive agents, all at a lower operating cost.
Robotic Process Automation
End repetitive tasks and maximise contact centre productivity.
- Read, write, import, or extract data without human intervention
- Automate tasks to reduce IT overhead
- Flexibility for customisation based on the customer needs
- REST API eliminates the need for custom scripts
Make strategic decisions to improve performance and efficiency.
- Predictive algorithms for improved quality & service models
- Large vocabulary continuous speech recognition (LVCSR) search technology for quick and accurate searches
- Speech and text analytics for surfaced insights
- Built-in redaction capability to meet PCI compliance
Collect and process agent activity data to enable task mining and behaviour analysis.
- Gather more detailed data, across more systems
- Leverage proprietary sensors that go beyond surface level recording, screen scraping, or computer vision algorithms
- Operating system and application platform sensors pull data from the deeper and more reliable object level
- Improve agent productivity with surgical precision
- Understand agent productivity down to the individual task level – Identify high performers, identify the laggards and track system usage
Get the Automation & Analytics Tools You Need, Deployed the Way You Want
Improve organisational efficiencies with tools that are available on-premises, in a hosted setting, or on the cloud contact centre platform of your choice for optimal flexibility, enabling you to choose the deployment that’s right for your business.
Let’s talk about the power of Automation and Analytics, where it can be applied in your contact centre, and the business impacts you can expect.
Request a demo today and let Alvaria help start your journey.