Alvaria Workforce

Powerful Workforce
Management Solution

Optimize labor costs, manage capacity more effectively and improve call center service levels with the Alvaria workforce management (WFM) and optimization (WFO) solutions.

Maximizing contact center efficiency is critical to delivering great customer experience while minimizing operation costs. Let us help.

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Alvaria Workforce Dashboard

Call Center Workforce Management that Fits Your Business

Learn how the award-winning Alvaria WFM 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 organizations to model and simulate interaction dynamics of text-based customer communication directly in a WFM environment.

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Real-time Adherence Monitoring

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

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Facilities Planning

Alvaria Workforce Reserve can help organized multiple floors of a contact center 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 center workforce optimization and management components include potent tools for forecasting, tracking and scheduling the workforce. Advanced customizations for defining time spent on activities and establishing detailed business rules ensure the solution reflects your unique goals and business practices. 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 centers that share contacts across sites. It accommodates your organization’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 center’s operations.

Alvaria Allocate Flow
Empower

Alvaria Workforce Empower applications give you the tools you need to leverage your contact center staff as your strongest asset. Fully integrated with Alvaria Workforce, the Alvaria Workforce Empower enhancement package uses an intuitive web-based calendar design and detailed intraday timelines to simplify the process of requesting, reviewing, and automatically approving schedule changes and of communicating those changes as they occur.

Alvaria Workforce Empower Monthly View

Performance Optimization

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 centralized 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 centers that outsource some of their contact workload. The solution facilitates the exchange of workforce management data to provide contact center 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 minimizes administrative overhead.

Mobile

Contact center 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 enables employees to view and manage their schedules and submit preferences on the go. Employees can take these preferences into account in order to create more accurate schedule assignments.

Alvaria Workforce Mobile Preferences

Enhance Efficiency and Employee Engagement

Real-Time Optimization

Designed to integrate seamlessly with Alvaria Workforce, our Real Time Optimizer allows contact centers to process high-volume data in real-time to intelligently determine — and direct — each agent’s activity to maximize 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 center, 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 center. 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

Read the Case Study

Intuit Logo

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

Andrew Kennedy
Product Manager
Intuit

Read the Case Study

You have the opportunity to be like one of our many satisfied customers. Optimize 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 recognized as a market leader due to its powerful best-in-class enterprise call center 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 recognized as a market leader due to its powerful best-in-class enterprise call center workforce management capabilities.

Additional Call Center Workforce Management Insights from Our Experts

Future of Cloud Based Call Center Workforce Management Software
Cloud technology for implementation and administration of workforce management (WFM) technology has become vital to businesses that are under ever-increasing pressure to maximize workplace productivity, reduce expenditure and improve their bottom line.

The Hybrid Contact Center Workforce is Here to Stay
As security becomes more defined, administration tools and emerging video platform integrations will send hiring, monitoring, training, and continued on boarding into hyperdrive. Contact center leaders and managers routinely go from planners to architects to project managers and back all in the same meeting.

Five Common WFM Forecasting & Scheduling Pitfalls
Accurate workforce management forecasting and scheduling are crucial for ensuring the proper balance of supply and demand. By automating the process, as well as factoring in tribal knowledge, you can dramatically improve service levels, keeping agents and customers happy and boosting bottom line results for your business.

Top Call Center Workforce Operational Tips and Tricks
In addition to naming and reporting integrity, in order to minimize errors across groups, it’s vital to preserve the integrity of the data, configurations, system, and checker rules.

What Top Product Features Should Your Look For in WFM Software
The key features below are examples of what will be necessary to support the priorities of the “new normal” for contact centers which are Highly Flexible Scheduling , Maximum Insights for Adherence Alarms , Modern and Intuitive User Interface , Adherence Analytics.

Frequently Asked Questions

1. What is workforce management in a call center?

Workforce management (WFM) is a business practice, a team of people and a set of technologies and tools used to address a set of essential needs of the contact center. The most fundamental question in workforce management is, “how many workers do we need to handle all of our anticipated work, optimized for an acceptable level of delivery of service, with the right mix of skills and cost?” In other words, the right people at the right time, with the right skills in the right place (remote or on-premises) for the right cost and the right level of delivery of service.

Workforce management (WFM) is a business practice, a team of people and a set of technologies and tools used to address a set of essential needs of the contact center. The most fundamental question in workforce management is, “how many workers do we need to handle all of our anticipated work, optimized for an acceptable level of delivery of service, with the right mix of skills and cost?” In other words, the right people at the right time, with the right skills in the right place (remote or on-premises) for the right cost and the right level of delivery of service.

Adherence management includes not only real time alerting when activity exceeds business norms but also historical trending of adherence and compliance to scheduled activities and goals. Self-service provides automated ways to request schedule changes, trades, etc., evaluated by business rules that ensure personal and team limits, as well as service delivery capacity limits are maintained, yet also provide a way for staff to have automated flexibility while significantly reducing load on management staff to focus on higher value tasks like working with customers and employee skill development.

2. What are KPIs in WFM?

The most common key performance indicators (KPIs) in workforce management will change over time  as your business changes, your workforce practice matures and as new challenges arise – new types of work, new groups of staff, merging operations, splitting out operations into separate units, etc., are all challenges of a modern enterprise. Some metrics which are inputs from the external systems that route the work which the staff you manage will process, these could be ACDs, dialers, chat routers, messaging routers, video call routers, back-office routing systems, or even unrouted work manually counted and tracked.  The unit of work depends on the type of media being handled, often these are generically referred to as contacts, however, they could represent an inbound or outbound voice connection, a chat conversation, a direct message conversation over social channels, a video connection including audio, an email ora back-office task such as a step in a mortgage application approval process, etc.

Examples of these types of metrics are contacts offered, contacts handled, wrap up time, handle time, handling characteristics of messaging contacts and more. These are useful in forecasting future work volumes and monitoring current activity. Another group of metrics to track are related to the employees you manage, not only their performance – how many contacts of what type are being handled, but also how actual activity and scheduled activity compare. Additionally, metrics related to how many employees are connected to work queues over time can be useful when managing relationships with staffing outsourcers. The final set of metrics to consider are real-time agent information used in the comparison of assigned activity to actual activity — this information is best used to manage deviations that are outside of business norms.

Alvaria Workforce has a comprehensive set of functions allowing administrators, business analysts and employees to view and manage their workforce duties in the office or on the go. In addition, Alvaria Performance has a pre-build integration with Alvaria Workforce and offers dozens of metrics which can be managed as KPIs based on your unique needs.

3. How is workforce management measured?

Employees are measured by performance goals on the work they perform, individually and as a comparison to their team or cohort of similarly skilled and proficient staff. Examples of performance goals could be average handle time (AHT), which is a metric used to measure the length of a customer phone call and first call resolution (FCR), which is when the customer’s issue is resolved by an agent within the first call made. Employees can also be measured by their adherence and compliance to assigned activities. Supervisors can be measured by team performance in terms of work as well as employee metrics. Workforce business analysts can be measured based on metrics like forecast accuracy (the difference between forecasted calls offered and actual calls made divided by forecasted calls offered), timeliness of delivery of planning tasks, and response to the unexpected like higher call volumes, data incidents, website crashes and so on.

4. What tools are used in workforce planning?

The tools used in workforce planning are typically tools that accept data from routing platforms and build them into historical models, then forecast from those historical models or to override any component with business user supplied information. There are tools to perform the art and science of scheduling – whether it’s template based, preference based, work or equity rule based – assign employees to schedules or implement tools to let employees build their own schedules, compare plans to actual activity as it occurs and identify when deviations are of enough magnitude to act, take a variety of actions to deal with over or understaffing, see employee performance and adherence & compliance to assigned activities, historically and in real time, manage the workforce on premise, on the go, hybrid employee work arrangements, manage relationships with outsourced staffing vendors and clients of outsourced staffing vendors, and finally there are tools to notify interested parties automatically or via business user ad hoc broadcast notifications.

5. How do you create a workforce strategy?

In order to develop an effective workforce strategy, organizations need to get all your constraints out on the table such as union rules, established practices, employee requests, types of work, types of media, types of service delivery goals, hours of operation etc., identify what other departments impact you and what departments you impact. Identify which constraints are hard aka workforce team cannot influence, identify which are soft, such as employee surveys, employee participation in planning, partnering with other lines of business who are your upstream or downstream connected teams in workflow or customer flow, and identify your planning cycle like how often you will forecast, schedule, track and use what you learned for the next phase of planning. When are plans, schedules, analysis due? How much down time in the cycle is needed for evaluation and change each cycle for continuous improvement?

6. What is contact center workforce software?

Contact center workforce software is a set of tools used by managers of call centers and contact centers to monitor forecast volumes and staffing requirements. This ensures the right agents with the right skills are in the right seat at the right time to meet service optimization and cost optimization goals. Contact center workforce software allows staff to be scheduled in a way that is compliant with company requirements, employee preferences, regional or industry rules and union requirements and track performance vs plan as it occurs and identify and take steps to deal with overstaffing and understaffing scenarios as they are identified. This suite of tools also enables supervisors and direct line management staff to track their line of business and employee's performance and adherence, to maintain current schedules. In turn, this allows employees the visibility they need into their assigned work plans, tools to request changes for automatic evaluation, to understand their performance goals and level of achievement of those goals.