Alvaria Workforce

Powerful Workforce
Management Solution

Optimise labour costs, manage capacity more effectively and improve call centre service levels with the Alvaria workforce management and optimisation solutions.

Maximising contact centre efficiency is critical to delivering great customer experience while minimising operation costs. Let us help.

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Call Centre Workforce Management that Fits Your Business

Learn how the award-winning Alvaria Workforce solution enables you to keep your workforce productive and engaged with ease using features like real time adherence and monitoring, advanced forecasting and scheduling, and sophisticated tracking.

Key Differentiators

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Multichannel

Helps accurately estimate staff requirements across skill levels and channels and allows organisations to model and simulate interaction dynamics of text-based customer communication directly in a workforce management environment.

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Real-time Adherence Monitoring

Real-time views that automatically surface non-compliance in even the largest contact centre environments available in Web UI.

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Facilities Planning

Alvaria Workforce Reserve can help organised multiple floors of a contact centre to ensure efficiency, as well as to instill confidence in returning to the office as the world emerges from the COVID-19 pandemic.

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Multisession

Offers robust interaction with CRM applications, aiding companies in managing and delivering differentiated customer service across sessions and offering consumers choice in engagement channels.

Key Components

Scheduling Assistance

Manage your time, team and tasks effectively through our scheduling assistance modalities.

Core

Core call centre workforce optimisation and management components include potent tools for forecasting, tracking and scheduling the workforce. These tools are essential in getting the right agents with the necessary skills, in the right seats, at the right time.

Alvaria Workforce on Laptop and Mobile
Allocate

Alvaria Workforce Allocate offers the core functionality of Alvaria Workforce software, plus advanced networking and staff scheduling capabilities that provide a global perspective for centres that share contacts across sites. It accommodates your organisation’s decision-making structure, allowing for a single point of control over the entire network, or allowing for decision-making at individual sites, with information from the sites rolling up to form a complete picture of the entire contact centre’s operations.

Alvaria Allocate Flow
Empower

Alvaria Workforce Empower applications give you the tools you need to leverage your contact centre staff as your strongest asset. Fully integrated with Alvaria Workforce, the Alvaria Workforce Empower enhancement package simplifies the processes of requesting, reviewing and automatically approving schedule changes and of communicating those changes as they occur.

Alvaria Workforce Empower Schedule Summary

Performance Optimisation

More efficiently track employee activity and get the most out of your personnel.

Perform

Alvaria Workforce Perform gives you the tools you need to make sure you’re getting the most out of your staffing efforts. As a fully-integrated enhancement package of Alvaria Workforce, Perform provides details on how your agents are performing so you can help them improve and excel.

Alvaria Workforce Perform - Adherence View
Reserve

Alvaria Workforce Reserve helps provide centralised and automated planning tools to effectively manage and streamline the seat management process. Reserve provides a robust set of automated seat planning and management tools that enable you to efficiently generate seating plans for front and back office personnel.

Alvaria Workforce Reserve - Floor Plan
Encompass

As a fully integrated enhancement package of Alvaria Workforce, Encompass is designed specifically for the needs of contact centres that outsource some of their contact workload. The solution facilitates the exchange of workforce management data to provide contact centre managers with timely insight into what is happening at their outsourced vendor site(s).

Flexibility

Tools that go with you and your team whenever you need them most for an accessible and flexible experience.

Employee Self-Service

Browser-based self-service scheduling with new trade and request rules provides scheduling flexibility and minimises administrative overhead.

Mobile

Contact centre personnel can access critical information, send real-time notifications and access timely schedule updates at any time, from any location, directly from their mobile devices. Alvaria Workforce allows the individuals closest to daily personnel changes to easily update the system. Real-time intraday scheduling accuracy leads to a decrease in internal costs and an increase managers’ productivity.

Alvaria Workforce Mobile Screen on Mobile

Enhance Efficiency and Employee Engagement

Real-Time Optimisation

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.

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Motivate

Alvaria Motivate offers solutions that are designed to increase productivity, perpetually improve the contact centre, and reduce employee turnover across all generations – from Boomers and Millennials to the fast-growing Gen-Z workforce.

Alvaria Motivate Dashboard

Contact Alvaria Today

Learn more about how Alvaria can help you engage and empower your work-from-anywhere workforce and create lifetime loyalty through superior customer experiences. Let's talk!

What Our Alvaria Experts are Thinking

Hear from our thought leaders, get the latest news and learn more about reshaping CX and the agent experience on the Alvaria Blog.

Hear from Our Customers

Ring Logo

"After implementing Alvaria Cloud Workforce, for the first time Ring was operating like a true WFM team and contact centre. We could see things in real-time, program schedules, keep track of how agents were spending their time and gain visibility into metrics that were previously unavailable like shrinkage."

Joey Provencio
Senior Manager
Support Operations

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Intuit Logo

"Alvaria Workforce gives us forecasts and capacity plans so we can optimise our staffing across our partners and give our agents optimal schedules as well."

Andrew Kennedy
Product Manager
Intuit

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You have the opportunity to be like one of our many satisfied customers. Optimise your customer service experience today.

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Nobel ShiftTrack to Alvaria Workforce Migration

Alvaria Workforce, formerly known as Aspect® Workforce Management, has been repeatedly recognised as a market leader due to its powerful best-in-class enterprise call centre workforce management capabilities.

While Noble® ShiftTrack customers will continue to be supported, they are encouraged to explore a migration to the significantly more robust Alvaria Workforce solution. Contact your Alvaria representative today to learn about the attractive migration options.

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Awards & Recognitions

Alvaria Workforce has been recognised as a market leader due to its powerful best-in-class enterprise call centre workforce management capabilities.