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Alvaria News & Events: September 2022
September 30, 2022
ACE On-Demand – Watch it Now
Our general sessions from ACE 2022: Alvaria U are now available on the Accelerate ‘22 platform.
This is your opportunity to get access to The Modern Contact Center. In this address, Chief Executive Officer Jeff Cotten unveils a new engagement framework, The Alvaria Enterprise Modernization Journey.
In the Product Roadmap & Future Direction session, you’ll hear directly from the Alvaria product leadership team to get details about what’s been released and what we’ve committed to on our product roadmap.
Finally, keynote speaker Gibson Biddle shared Customer Obsession: How to Satisfy Inherently Unsatisfiable Customers. He discusses a problem all companies face: satisfying disagreeable customers. Find out how to move beyond customer focus to “customer obsession” via consumer science and discover what delights customers in hard-to-copy, margin-enhancing ways.
Accelerate ‘22 is the fastest way to get updates on our product roadmap, executive perspective with thought leadership sessions, tips and tricks to get the most out of your investment, success stories, use cases, company announcements and more!
Get unlimited access to topics curated for our current and future customers and partners. New sessions are added regularly, plus we have a wide variety of on-demand sessions.
Alvaria WEM™ – What’s new in v22?
Alvaria Workforce Engagement Management (WEM) elevates the role of contact center agents with advancements in automation and self-service. New features in Alvaria WEM v22 further optimize and engage your workforce, improve compliance and drive perpetual improvement of the contact center. New features include:
- Alvaria Workforce™ Enhanced Schedule Editor
- Reduce training time for new employees trying to view and request schedule changes with our newly designed Schedule Editor.
- Alvaria Workforce™ Intraday Timeline
- Create more accurate forecasts by utilizing the intraday timeline. Easily view assigned scheduled activities by either employee or by activity type moment to moment.
- Alvaria Workforce Mobile™ Schedule Preferences
- For Alvaria Workforce customers using the Alvaria Workforce Empower™ enhancement package and Alvaria Workforce Mobile, employees can view and update schedule preferences on the go.
- Alvaria Workforce Superstates
- Utilize Alvaria Workforce Superstates for advanced reporting and business rules. Define time spent on activities that fit the data that matters to you.
Congrats to the ACE Alvaria U Class of 2022
At our recent ACE event, our student experience included certification workshops led by our Educational Services team. We were thrilled to deliver 168 official Alvaria Certified Associate certifications. Through hands-on labs, these participants leveled up their system knowledge of Alvaria business applications.
See our ACE Class of 2022 and learn more about our certification programs.
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Call Center Attended RPA Benefits and Use Cases
Alvaria recently announced the launch of Alvaria Automate™ Attended, an attended robotic processing automation (RPA) tool that enables a workforce to work side-by-side with robots that take on and administer their routine and mundane tasks. This is done through simple, 100% secure, human-in-the-loop automation. With Alvaria Automate Attended, organizations make it easier for their workforce to accomplish more and enhance the customer and employee experience...
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The Difference between Enterprise Cloud Call Center Solutions and Traditional CCaaS
The question is often asked, “Why isn’t Alvaria in the Gartner Magic Quadrant for CCaaS?” The answer lies in the difference between CCaaS and Enterprise Cloud Contact Center (ECCC) solutions.
Cloud Contact Center as a Service (CCaaS) vs Enterprise Cloud Contact Center (ECCC)
Often, small and medium-sized contact centers find an all-in-one, all-at-once CCaaS delivery model attractive. This approach allows them to consolidate into a single solution. Large enterprises on the other hand possess scalability needs and operational complexity that make out-of-the-box software solutions a poor fit...
CASE STUDY
Case Study: JMT Network Services Public Co. Ltd
In the early part of 2020, the business world as we knew it went through some unprecedented changes. The abrupt closure of many offices and workplaces had employees across the globe working from home. At the onset of the lockdown in Thailand, JMT Network Services Public Co. Ltd looked to Alvaria and Rich Communications, an established systems integrator for software and hardware solutions and long-time channel partner of Alvaria in Thailand for an enterprise-scale contact center solution to drive productivity and improve efficiencies...
Alvaria Community
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New Feature: Ask the CEO
The Alvaria leadership team wants to hear what’s on your mind and how we can do better. Share your questions, suggestions, and feedback with us in the Alvaria Community.
Upcoming Events
ICMI Call Center Expo
October 24 – 27, 2022 – Omni Orlando Resort at ChampionsGate, Orlando, Florida area
The Forum National Convention
November 9, 2022 – Warwickshire, United Kingdom
Call & Contact Centre Expo
November 22 – 23, 2022 – Excel Centre, London
Experience how Alvaria can help teams be at their very best
Better engagement, productivity, and so much more
