Alvaria Real Time Optimizer
Centre AI Software
Reduce operating costs, keep agents productive and engaged and enhance the end-customer experience with Alvaria Real Time Optimizer — our real-time call centre automation solution.
Relying on manual processes is costing your contact centre the opportunity to meet agent and customer demands. Now’s the time to leverage automation.
Optimisation of Your Workforce Made Easy
With massive amounts of data generated every second — including calls in queue, net staffing, schedule details, agent state and so much more — there’s more data than anyone can process manually and it’s costing organisations lost time, opportunities and dollars. Designed to integrate seamlessly with Alvaria Workforce, our Real Time Optimizer allows contact centres to process high-volume data in real-time to intelligently determine — and direct — each agent’s activity to maximise productivity and engagement and produce immediate results.
Make adjustments automatically throughout the day in the contact centre by processing millions of workforce data points by the second.
Seamlessly integrate with Alvaria Workforce and several major ACD vendors.
Many available use cases help drive significant cost savings and dramatically impact agent engagement.
Tailor to Subsets
Tailor automations to granular subsets of the agent population (e.g., agents who service Queue A with a tenure of less than 90-days).
Automatically deliver and administer development tasks in real-time when service levels can accommodate. *Schedules are updated automatically.
Aggregate idle time and automatically push training directly to agent desktops.
Automate the process of connecting agents with supervisors for real-time coaching sessions.
Deliver work updates, system incident communications, or off-phone tasks to agents at appropriate times.
Offer agent breaks, birthday wishes, or other personalized messages with clear insights into centre conditions.
Ensure agents are on schedule, reduce data entry, and save management time. *Schedules are updated automatically.
Proactively prompt agents into their lunch, break, or end-of-shift before a long call creates adherence issues.
Push agents to return to the appropriate state to take enquiries and notify supervisors for immediate intervention.
Keep labour costs in check and ensure rapid staff adjustments to meet demands. *Schedules are updated automatically.
Monitor volume and the need for intraday staffing adjustments by automatically proposing VTO and VOT.
Immediately notify supervisors and update schedules when agents are late or fail to show up for their shift.
Enhance Call Handling
Monitor agent state and send alerts when pre-set thresholds are exceeded. *Schedules are updated automatically.
Monitor agent state (talk time, hold time, after-call work) for individual calls, days or weeks to identify patterns that coaches can use to enhance performance.
When established thresholds are breached, prompt agents with a helping hand or a reminder to return to helping customers.
Contact Alvaria Today
Learn how our AI-powered and Alvaria Workforce-integrated productivity solution will modernise and create a lasting impact for your contact centre. Let's talk!
What People are Saying
"In today’s world, organisations must stay abreast of the latest innovations to maintain competitiveness and profitability. Without an investment into advanced AI technologies, companies will be left behind. The introduction of Alvaria Real Time Optimizer is part of our commitment to providing world-class solutions to the enterprise market, with improved employee experience and creating a more efficient process for the call centre."
Alvaria CPO and CMO
"Contact centres are looking for technical innovations to help them improve and optimise the experience of customers and agents. This product is designed to help contact centres find and re-allocate agent down-time so that it can be used productively. It empowers companies to respond on a timely basis to the natural dynamics of contact centres, giving them a strategic advantage."
President, DMG Consulting