Alvaria Voice Agent
Contact Centre Solutions
That Drive Performance
With Alvaria CX Voice Agent, you can use any combination of inbound route and queue types to intelligently support and differentiate your customer service strategies and outbound dialling to proactively engage your customers for sales and collections efforts.
Increase the Productivity of Your Inbound, Outbound and Blended Call Centre Campaigns
Automate, organise and manage campaigns and resources to increase productivity and improve efficiency with our full-featured enterprise call centre software.
Skills-Based Routing
Powerful inbound call centre solutions that match the most appropriate agent to each contact provide faster, more efficient issue resolution and better service experiences.
Dynamic Route & Queue Capabilities
Queue across groups, teams or the entire agent population to meet SLA targets and efficiently utilise agent resources. Conditionally route customers according to contact centre statistics, customer preferences or other internal/external data.
Dialling & Pacing Options
Support every outbound engagement strategy with a variety of manual and auto dialling options including Preview, Precision, Predictive, Automatic and Blaster.
Attention Retainers & Callback Options
Improve the inbound calling experience with wait-time and queue position notification and the offer of scheduled callbacks when wait-times increase.
Contact Alvaria Today
Learn more about how Alvaria can help you create lifetime loyalty through superior customer experiences. Let's talk!
Resources
Additional Inbound Call Centre Solutions Insights from Our Experts
Digital Omnichannel is Invaluable, But Voice is Still the Best Channel for Negotiating
Tech-savvy, digital-minded consumers aren’t completely abandoning the phone in favour of other digital channels such as SMS, web chat, email and social media.
Why Voice Authentication Can Help Financial Institutions Deliver Better Customer Service
Banking customers have provided passwords or PINs to access their accounts. It’s just part of the process, and they understand it’s a necessity for information and account security. Of course, they’ve also had to deal with the challenges of forgetting them.
The Top 5 Benefits of an IVR (Interactive Voice Response)
Automated IVR phone systems are used by enterprise contact centres to answer incoming calls, or when an outbound call is answered, to provide a recorded message with options and information for the caller.
The Basics of Automatic Call Distribution
ACD switch and IVR systems also often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line, or time of day. ACDs are commonly used in call centres to help companies handle large volumes of calls.
Why Visual IVR Is A Bad Idea
Visual IVR, as implemented by most players in the industry today, means an IVR application augmented with a visual interface. So right after calling into a company hotline, while interacting with an IVR system, smartphone technology and (most) carrier networks let us open a native mobile app or browse to a mobile Web app.
Frequently Asked Questions
Inbound call centre software automates, organises and manages your calling queue as well as the multichannel campaigns and processes associated to all incoming touchpoints. Inbound software is typically part of a suite of products that offer contact management, list control and workflow management alongside database management. Inbound call centre software also provides complete reporting, monitoring and supervision control that monitors real-time activities and manage your operations more effectively.
Inbound call centre software seeks to route every incoming call to the right agent, right away, so you can improve your first-call resolutions and build customer satisfaction. Inbound software also provides a unified solution for managing multimedia inbound communications within a universal queue.
Features of inbound call centre software include skills-based routing to effectively manage inbound calls, emails and chats into your contact centre. Other features include digital messaging, interactive voice response (IVR), priority queuing, PBX integration and multi-site networking. In addition, intelligent routing and comprehensive real-time management tools allow maximisation of customer service while optimising contact centre productivity.
Inbound software also includes self-service options, reducing the need to speak to an agent. IVR also includes text to speech and automated speech recognition, so customers can access data automatically, increasing speed of service and lowering overhead costs.
In addition to full reporting, analytics and monitoring capabilities, outbound call centre software includes predictive dialler and contact manager, call management, list control and workflow management, all combined with an integrated database. On-Line Transaction Processing (OLTP) updates the database and financials in real-time. Automated system checks and responsive support provide proactive problem-solving and reduce downtime for maintenance issues. Additional features include busy/disconnect/no answer screening, answering machine detection and SIT tone recognition.
Auto dialler software helps to optimise your workforce and agents by eliminating inefficient call making, handling, sorting, routing, and ultimately connecting the call to an agent once the call is answered. Auto dialler software is used to support multiple concurrent outbound sales and marketing campaigns as well as enabling idle inbound agents to shift to outbound initiatives or to deliver customer support.
Auto dialler software includes preview dialling, which allows agents to review records before the call is placed, and automatic (IVR) dialling, which connects answered call attempts to messaging or a queue. Auto dialler software also includes screening software and answering machine detection in order to increase efficiency. Auto dialler software must be compliant as well. Auto dialler software must conform to local and federal regulations by maintaining and application of records and metrics including do-not-call lists and time and frequency regulations.
Callback technology is a feature in your workforce management (WFM) solution that enables and facilitates a successful touchpoint even when agents are unavailable. Callback systems take the concept of a queue and allow the customer to decide time and method of contact or touchpoint. Automatic call back not only reduces abandoned calls, but allows the customer to select time and method of contact. When a customer is number one in the queue and allows immediate access to all the information the agent needs to understand why the customer called and how to resolve their issue quickly. Alleviating the need to repeat information already provided saves time for both the customer and the agent. Intelligent callback also routes calls to the most appropriate agent with the right knowledge and skills to answer a specific customer’s question and solve their problem right away.