Alvaria News & Events: June 2023

February 28, 2024

Save the Date: Alvaria Product Roadmap Sessions

Get details about upcoming product enhancements in our upcoming product roadmap sessions in Accelerate. Then be sure to attend our live Q&A sessions.

Upcoming Product Roadmap Sessions

Alvaria WEM Product Roadmap

Wednesday, July 19 11:00 AM EDT / 8:00 AM PDT

Alvaria Intelligence™ Product Roadmap

Tuesday, July 25 11:00 AM EDT / 8:00 AM PDT

Alvaria WEM Product Roadmap Live Q&A

Thursday, August 3 11:00 AM EDT / 8:00 AM PDT

Alvaria Intelligence Product Roadmap Live Q&A

Tuesday, August 8 11:00 AM EDT / 8:00 AM PDT

In case you missed the Alvaria Outbound product roadmap session, you can watch it on demand now! And plan to attend our live Alvaria Outbound Q&A session, Tuesday, July 11

These product roadmap sessions contain vital information. We host these at 11:00 AM EDT so that our customers in the broadest range of regions and time zones can attend live.

Get More Details About our Product Roadmap Sessions

Introducing a NEW Alvaria Community Case Experience

We heard your feedback on improving the online case experience. On Thursday, June 22 we introduced a new Alvaria Community case experience. Online support now complements our phone support for a consistent user experience. To open a case, answer "Are you experiencing an outage?" to get help from the Alvaria Customer Care team for all levels of critical to low business impacting issues and questions.

Learn more in the Alvaria Community release notes.

Why You Need Proactive Outbound Forecasting & Scheduling

Customer expectations continue to rise as we head into the latter half of 2023. Contact centres play a pivotal role in ensuring organisations are meeting those expectations. Focusing operations solely on inbound activity can lead to a missed opportunity in delivering the most value to your customers. Eric Keller, senior research director at Gartner, states that “receiving proactive outreach leads to a 9% increase in a customer’s value enhancement score.” But planning for outbound activity is very different than inbound. When planning proactive outreach, traditional inbound planning algorithms will not produce accurate staff requirements to improve connects or right-party connects. Contact centre leaders need to have the right outbound-optimised tools within their workforce management solution to drive high customer value but also reduce costly compliance risk from dead air and slower dialling due to understaffing.

Learn about the value of a workforce management platform with powerful outbound capabilities and how it helps contact centre leaders deliver high customer value, reduces compliance risk from dead air and increases operational efficiency.

Read the Blog

PRESS RELEASE

Alvaria and Avaya Partner to Empower Proactive Customer Experience Transformations with Advanced Outbound Capabilities

Last week Alvaria announced an expanded partnership with Avaya, a leading provider of customer experience solutions, to further strengthen the Avaya cloud portfolio with state-of-the-art outreach capabilities. As a part of the companies’ longstanding relationship in Avaya's DevConnect Technology Partner program, this enhanced collaboration aims to deliver proactive customer outreach experiences to deliver innovation without disruption while ensuring compliance with regulatory requirements and coordinating engagement activity across the enterprise.

Alvaria will integrate its Alvaria Cloud solutions for outbound interactions, regulatory and compliance management, and convenient time to call capabilities with Avaya's Elite contact centre and its Enterprise Cloud solutions. This integration will provide Avaya's customers with advanced outbound capabilities, enabling modern, proactive, compliant campaigns for customer acquisition, collections, growth and driving customer loyalty and retention.

Read the Press Release

BLOG

Thinking Differently About Attrition

Employee turnover is often viewed as a negative phenomenon in the business world. Managers and owners see high employee turnover as a sign of instability and a drain on company resources. Between onboarding, downtime, cross training and team building exercises, most companies invest tremendous resources after hiring. But employee turnover can actually be a sign of a healthy and dynamic company culture. Organisations that value growth and advancement may empower and even encourage their employees to leave their current role for a better opportunity elsewhere. Planned turnover also suggests that the organisation itself values employees that pursue their career and personal goals. This can lead to a more motivated and engaged workforce, as employees feel that their contributions are valued and that they have a future, no matter where they end up.

Employee turnover can usher in fresh perspectives and new ideas. When new employees join a company, they bring with them different experiences, skillsets and ways of thinking. This often leads to innovation and creativity, as employees collaborate and share knowledge. Embracing employee turnover and actively seeking out diverse talent can foster a culture of learning and growth...

Keep Reading

BLOG

Technology-Driven Compliance in the Call Centre: A Well-Regulated Workforce

It may be hard to believe, but there was a time (not long ago) when call centre technology was simply a tool to help your agents do their job. Once a catalyst for change in the call centre, technology is now THE change in the call centre. The integration of advanced technological solutions has revolutionised the way call centres now approach and ensure compliance. In other words, new platforms are designed to facilitate compliance. By leveraging automation, data analytics, speech analytics and AI, call centres have enhanced their compliance, streamlined processes and prioritised ethical customer engagement.

Automation has emerged as a game-changer in compliance management within call centres. Consent, monitoring and data management can all be handled with precision and efficiency. Autodialers ensure adherence, including do-not-call lists and calling time restrictions, minimising the risk of non-compliance. Recordings are automated and archived, enabling easy retrieval for compliance and audit purposes...

Read the Blog

Upcoming Events

Webinar: Live Q&A – Alvaria Outbound Product Roadmap

July 11 – 11:00 AM EDT / 8:00 AM PDT

Webinar: Why the Back Office Is Key to Delivering on Customer Expectations

July 13 – 11:00 AM EDT / 8:00 AM PDT

Webinar: Manage and Optimise Agent Performance in a Virtual Environment

July 18 – 11:00 AM EDT / 8:00 AM PDT

Webinar: Alvaria WEM Product Roadmap

July 19 – 11:00 AM EDT / 8:00 AM PDT

Webinar: Alvaria Intelligence Product Roadmap

July 25 – 11:00 AM EDT / 8:00 AM PDT