Outreach and Dialer

We’re doing work around the customer experience that has never been done before.

Alvaria und das Valley Medical Zenrtum haben eine hervorragende Zusammenarbeit gezeigt. Wir arbeiten an einer neuartigen Patientenerfahrung. Alvaria hat uns geholfen, die richtige Strategie und Technologie für unser Unternehmen zu finden.

We have a deeper understanding of our customer’s journey because of metrics like time to goal completion, time to verification, and total interaction time.

This provides us a standard set of metrics to compare our more than 30 chatbots disregarding its type of function. Other metrics we keep track of but use to deepen our understanding of our customer’s journey are Time to Goal Completion, Time to Verification, and Total Interaction Time.

The upgrades have made it easier for me to quickly identify what I need, build custom filters to pull reports, and provides me with tons of data to truly see what is happening on a daily basis. Ultimately, the intuitiveness of Alvaria Workforce™ has helped free up my time allowing me to focus on planning.

We are opting in about 80 customers a day to our SMS program through our IVR – our completion rate as defined as those entering the IVR to complete a task is over 60%.

Schedule adherence improved to 90%, saving millions and increasing job satisfaction.

I know that any time I call my support staff at Alvaria, and they know my exact environment. They know how many servers I have, they know how many skills I have, and they know exactly what they can do to help.

In our previous integration, we had used a different workforce management vendor and it took about two years to really get things stable. We had Alvaria up and running — all data integrated, everything working — within three months. Alvaria delivered the solution on time, with historical data and everything in the system. It was a really great experience.

We saw a 250-300% increase in productivity. Projects that used to take a month now just take about a week.

Alvaria’s contact center technology is a plug and play solution. We were able to implement it in just a few months’ time.

Alvaria Workforce™ gives us really good visibility of what’s going on in the contact center. It enables us to closely manage intraday performance and make changes to improve performance. In particular, the Perform and Empower modules have had a major impact. Perform enables us to see real-time variations and exceptions in the resource plan as they happen (rather than after), helping us to improve Real Time Adherence, compliance, utilization of FTEs and agent productivity – and consequently reduce headcount. Empower has also played a key role by empowering our employees to ensure they get their vestment and breaks at the best time for customers and for them. Overall, workforce planning is more efficient, service quality has improved, and costs have fallen.

When you handle 14 million customer calls a year across a broad range of services, every second counts – and having efficient workforce optimization tools is absolutely essential to delivering quality service. Alvaria Workforce has helped us deliver substantial cost savings, as well as improve satisfaction levels amongst both our customers and employees.

One of the main advantages of Alvaria Motivate is consistent coaching across all teams. It enables us to view the consultants via a central log and provides a consistent approach across all teams.

I wouldn’t attribute our success to just one aspect of Alvaria Motivate. Their solution came at us from so many angles, which is why I believe the success we had – and continue to have – is sustainable.

Ich habe mir alle großen Gamification-Anbieter angesehen und Alvaria Motivate war mit Abstand die beste Lösung, die wir auf dem Markt gefunden haben. Ihr Produkt ist das funktionsstärkste und sie verstehen die Callcenter-Branche voll und ganz.

Proactive notifications and the ability to respond via mobile devices help each agent achieve a better work-life balance by understanding individual agent preferences, facilitating their mobile lifestyles, and saving them time. The result is better agent engagement, higher morale and lower turnover.

Every time we threw a curveball at the Alvaria team and asked about custom capabilities for Alvaria Inform, the answer was always ‘Yes, we can do that.

We’ve increased our amount of
calls by 45%.

Alvaria’s contact center technology is like a plug and play solution. We were able to implement it in just a few months’ time.

Seit geraumer Zeit ist Alvaria ein vertrauenswürdiger und innovativer Lösungsanbieter, und was wir von ihnen on-Premise erwarten, gilt auch für ihr Cloud-Angebot – mit allen zusätzlichen Vorteilen eines maßgeschneiderten Cloud-Angebots.

Helping people keep their commitments is Hoist’s mission and Alvaria Cloud enables us to do so more efficiently.

Simply Business has found that Alvaria is really flexible and is not tied by rigid structures to get things done. We have a great relationship with the Alvaria team, including our account manager who is always willing to help and ensure that we’re getting the most out of the solution.

Alvaria Motivate Ergebnisse haben uns bisher sehr beeindruckt und sowohl Berater als auch Manager schätzen es. Das Unternehmen ist erfreut über die Steigerung des Stundenumsatzes um 6 % und das System hat sich in wenigen Monaten amortisiert!

Alvaria Performance™ ist das Herzstück der Verbesserung des Kundenerlebnisses, da Sie die Effektivität Ihrer Änderungen nicht beurteilen können, wenn Sie die Ergebnisse nicht genau messen können.

With Alvaria we track what drives revenue or the company almost in real-time and if we spot any discrepancies, we can make adjustments on the spot so
there is little impact to the customer experience or our bottom line.

Wir streben danach, die Erwartungen unserer Kunden zu übertreffen. Dies kann im Contact Center durch die Antwort auf Anrufe innerhalb unserer Serviceebenen erreicht werden. Wir wollen nicht, dass Kunden warten müssen. Die einzige Möglichkeit, diese Anforderung zu erfüllen, besteht darin, sicherzustellen, dass wir im Contact Center immer die richtige Anzahl von Agenten haben.

Alvaria Workforce™ gibt uns Prognosen und Kapazitätspläne, sodass wir unsere Personalausstattung bei unseren Partnern optimieren und unseren Agenten auch optimale Zeitpläne bieten können.

Unsere Planungszeiten haben sich erheblich verkürzt, während sich die Planungsergebnisse verbessert haben. Die Software ist benutzerfreundlich und intuitiv zu verwalten. Wir sind mehr als glücklich.

I’ve used Alvaria Workforce for years and when it came time to upgrade our old system, I knew that Alvaria would help us meet the requirements of our contact center, reduce our costs and deliver advanced reporting.