Customer Experience Management
Inbound & Outbound
Contact Centre Solutions
Great contact centre teams do more than just fix problems — they build lifetime loyalty by delivering consistently outstanding customer service. The Alvaria Customer Experience (CX) Suite provides the solutions you need to turn your contact centre operations into a competitive advantage and maximise customer lifetime value.
Build Lifetime Loyalty with Alvaria CX Suite's Best-of-Breed Customer Experience Management
Great customer experiences are built one interaction at a time. Alvaria CX Suite gives you the self-service and live contact management tools to maximise engagement, improve the quality and effectiveness of customer interactions and meet regulatory and compliance requirements, all while reducing costs.
CX applications support both automated and live interactions, inbound and outbound, across voice, SMS, chat, social, email and mobile communications.
Real-time monitoring and historical analysis deliver valuable insights with every interaction, ensuring high quality interactions and aiding in agent training.
Choose the call centre software applications and features you need now, then build and scale as your organisational needs grow and evolve.
The Alvaria customisable agent desktop provides an easy-to-use streamlined UX, which makes it easy for agents to access tools and workflows for omnichannel contact handling and increases efficiency and productivity.
Alvaria CX Applications
Premium customer experience management through our best-of-breed contact centre applications.
Live agents remain the backbone of enterprise contact centres — put them to their highest and best use for inbound and outbound voice engagements.
Deliver the omnichannel customer service today’s customers expect — via voice, email, web chat, SMS, social and mobile.
Maintain contact centre compliance with ever-changing regulations and the need to protect sensitive customer data.
Improve customer experiences with comprehensive outbound contact centre solutions that provide tools to address list management, campaign management, and compliance.
What people are saying
“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 SaaS offering – with all the additional advantages of an offering tailor-made for the cloud.”
– Dirk Katschenges, Head of Group IT-Service
Ready to See Alvaria CX in Action?
Request a demo today to see how Alvaria CX call centre software can simplify your contact centre operations.
Additional Inbound & Outbound Contact Centre Solutions Insights from Our Experts
Inbound or Outbound Contact Centre? What’s the Difference?
Whether you’re seeking an inbound call centre solution or an outbound call centre solution, finding the best enterprise contact centre solution, can turn your operations into a competitive advantage and maximise customer lifetime value.
Your Inbound Call Centre is the Catalyst for Customer Loyalty
As the business landscape has changed for many industries, the constant for creating business value comes down to an organisation's ability to create customer value.
Ventana Research: The Alvaria CX Platform Delivers Personalised Experiences
It is no secret that, due to the pandemic, call centres around the world have had to shift their management methods. The current market has completely heightened consumer expectations which, in turn, has called for many organisations to amplify their communication channels.
Choosing the Right Call Centre Management Software
For many companies, the role of the contact centre in keeping clients happy is increasing and improving operational efficiency and performance are key goals. Call centre management software solutions have become important in helping companies provide consistently great experiences for their contact centre customers.
Frequently Asked Questions
Customer experience (CX) management is the creation and preservation of your business strategy with an emphasis on accurate prediction, facilitation and nurturing of the customer journey. Customer experience management relies heavily on technology as well as analytics in order to unlock valuable information that exists across separate contact centre systems and enables you to consolidate, correlate and action key information relevant to CX. As customer behaviours change, customer experience tools provide unlimited opportunities to refine and perfect customer service and sales strategy. The management of CX also provides insight into the future based on big-picture goals and events, enabling more effective demand and sales planning.
The customer experience (CX) in a call centre is the forecasting, planning, scheduling and real-time management of business from a customer’s point of view. By capturing, processing and actioning high-volume data in real-time to assess CX, the organisation can direct (or correct) activity in order to maximise productivity and engagement while delivering customer satisfaction. CX in a call centre must seamlessly connect digital, voice and self-service channels as well as inbound and outbound marketing campaigns. Once connected, CX is aligned with KPIs in order to execute targeted development plans, measure and deliver incentives, forecast, and develop employees in order to align CX strategy with metrics and the actual customer journey.
Call centre customer experience (CX) management should be able to track and provide data mined from internal performance metrics as well as customer service automation platforms in order to create a holistic view of the customer experience. Internal performance metrics seek to reveal efficiencies and opportunities by leveraging real time statistical data to automate, manage and drive every single interaction and touchpoint. In addition to B2C strategy, management processes must utilise CX in order to identify success stories as well as points of weakness. Once management has identified opportunities, contact centres can program software to optimise as well as automate the customer experience.
Customer experience management (CXM) software is the platform that replicates, records, analyses and optimises CX. CXM software connects customer behaviours to marketing and sales strategy with a goal of improving the efficiency and outcomes of both. CXM software aligns multiple channels of customer touchpoints in order to produce a holistic view of the business. CXM software improves engagement and measures performance across the business via customer interactions. Those interactions drive new data, which is once again mined and analysed in order correlate and action key information relevant to CX. CXM technology enables contact centres to simplify and improve customer service while maintaining compliance. When and if customer behaviours change, CXM software provides unlimited opportunities to refine and perfect customer service.
The four dimensions of customer experience management are:
The most important dimension of customer experience management is identifying the characteristics that make up your customer. The persona is the “who.” Your client is unique and understanding the persona that makes up your audience and your buyer is key to providing what they want when they want and understanding how to get it in front of them.
The channel dimension is the way that your customers connect with your product. Channel can mean inbound or outbound marketing and communications, text, email, google, self-service, social media, billboards, physical locations, or word of mouth. The channel is the “how.” In addition, the dimension of channel encompasses the way that your customer obtains your product as well. This can mean subscription, phone order, mobile app, or through a third party.
Quite simply, the product dimension is the product or products that you offer to your customer. The product is the “what.” This can mean goods or services or packages and bundles that combine products as well.
Now that we’ve defined the product that your customer uses, we have to understand how they use it. The dimension of usage defines the “when,” the “why,” and the “how.” Usage encompasses the frequency and well as the purpose that your client uses your product and for what reasons.