Alvaria Workforce Engagement Management

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Alvaria WEM v21.1

Empower today’s on-the-go agents with the most advanced enterprise contact centre solutions. With the latest features and capabilities, organisations can take advantage of contact centre efficiencies and deliver customer experiences that result in improved satisfaction, increased revenue and streamlined operations.

Best-in-Class Enterprise Software

Alvaria Workforce Engagement Management elevates the role of contact centre agents with advancements in automation and self-service. Plan your upgrade to Alvaria WEM v21.1 today and further optimise and engage your workforce, improve compliance and drive perpetual improvement of the contact centre.

Personalised Real-Time Adherence

Enjoy full control over refresh rates and configuration of alarms by type, thresholds, code, duration and employee name. Find context around triggered alarms by easily jumping to modules like Schedule Editor, Historical Alarms, Employee Records and more. New in v21.1.

Alvaria Workforce Push Notifications

An add-on feature for workforce management (WFM) customers which enables employees, supervisors and managers to receive workforce related messages, as a device native mobile push notification on Apple and Android devices. New in v21.1.

Improved Quality Management

Ease-of-use upgrades including convenient chat enhancements, quick views and other features help keep employees productive in any setting. New in v21.1.

Designed for Large Enterprises

Scale up to 15,000 users in Microsoft Azure or the AWS cloud, seamlessly interface with third-party routers and more.

Omnichannel Forecasting & Scheduling

Gold standard omnichannel simulation models provide the most accurate forecasting and flexible scheduling across all channels.

Automated Break Optimisation

Automatically adjust the start times of employee breaks (or other segment start times) in schedules to more closely match scheduled staff to required staff at any given moment in the day.

Trend Reporting

Improved trend reports are available in enhanced user-interface to help management quickly identify quality trends and track progress against goals over time.

Enhanced Performance Tools

Aspect Engagement Analytics now informs agent scorecards and dashboards, enabling self-correction and personal improvement. New in v21.1.

Simplified Migration

All configurations and data can be seamlessly transitioned from on-premises or hosted systems to the Alvaria Cloud Platform.

Contact Alvaria Today

Learn more about the performance benefits of Alvaria WEM 21.1. Let's talk!