Outreach and Dialer

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

Alvariaとバレーメディカルセンターのコラボレーションは素晴らしかったです。私たちは、これまでになかった患者体験を中心とした取り組みを行っています。Alvariaは私たちと提携して、私たちの組織に適した戦略と適切なテクノロジーを導入しました。

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.

主要なゲーミフィケーションプロバイダーをすべて調べたところ、Alvaria Motivateは市場で見つけた中で群を抜いて最高のソリューションでした。彼らの製品は最も機能が充実しており、コールセンター業界を完全に理解しています。

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.

Alvaria has been a trusted and innovative solutions provider for a long time and what we have come to expect from them on premise also holds true for their SaaS offering – with all the additional advantages of an offering tailor-made for the cloud.

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.

これまでのところ、Alvaria Motivateの結果には非常に感銘を受けており、コンサルタントもマネージャーもAlvaria Motivateを気に入って使用しています。このビジネス部門は、1 時間あたりの売上げが 6% 増加したことに喜んでいます。このシステムは、わずか数か月ですでに採算が取れました。

Alvaria Performance™ は、結果を正確に測定できなければ変更の効果を判断できないため、顧客体験向上の中心的な役割を果たします。

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.

私たちはお客様の期待を超えたいと思っています。コンタクトセンターでこれを実現する1つの方法は、サービスレベルの範囲内で電話に応答することです。お客様を待たせたくありません。この要件を満たす唯一の方法は、コンタクトセンターに常に適切な数のエージェントを配置することです。

Alvaria Workforce™ は予測とキャパシティプランを提供してくれるので、パートナー全体の人員配置を最適化し、エージェントにも最適なスケジュールを提供できます。

計画にかかる時間は大幅に短縮され、計画結果は改善されました。このソフトウェアは使いやすく、直感的に管理できます。私たちはとても幸せです。

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.