Alvaria adds real-time intelligent AI capability to optimize enterprise contact center workers

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Alvaria Real Time Optimizer integrates with all major contact center platforms to intelligently determine and manage agent efficiency and engagement to maximize productivity.

WESTFORD, Mass. — Alvaria, the global leader in enterprise-wide customer experience and workforce engagement management, announced the introduction of Alvaria Real Time Optimizer, a new cloud application from the Alvaria Workforce Engagement Management Suite that improves the contact center agent experience.

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By operating as a real-time virtual agent assistant, Alvaria’s real-time optimizer The call center application complements activities, which have a positive impact on key performance indicators, such as:

  • Automatically monitors agent idle time and offers off-the-phone training, guidance, and tasks when service levels can best accommodate. – Streamlines communications
  • Boost agent morale with automated delivery of surprise breaks, wellness breaks, and more. – Increase agent satisfaction and engagement
  • Automatically find the right time to connect agents with supervisors to ensure one-to-one coaching is complete. – Service level protection
  • Constantly prompts agents to lend a hand when they exceed talk time, wait time, or after call work thresholds. – Improved call handling

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Michael Harris, Chief Product Officer & CMO of Alvaria, said, “In today’s world, organizations need to stay current with the latest innovations to maintain competitiveness and profitability. Without an investment in advanced AI technologies, businesses will be left behind. The introduction of Alvaria Real Time Optimizer is part of our commitment to providing world-class solutions to the enterprise market, with a better employee experience and the creation of a more efficient process for the call center.

Alvaria Real Time Optimizer was designed in partnership with Intradiem, recognized experts in agent optimization technology.

“Contact centers are looking for technical innovations to help them improve and optimize the customer and agent experience,” said Donna Fluss, president of DMG Consulting. “This product is designed to help contact centers find and reallocate agent downtime so it can be used productively. It allows companies to react in a timely manner to the natural dynamics of contact centers, giving them a strategic advantage. »

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The Alvaria Real Time Optimizer cloud solution is available now for existing and new Alvaria customers. Learn more

About Alvaria

Alvaria is the global leader in enterprise-scale customer experience (CX) and workforce engagement management (WEM) solutions. Our name is derived from the Latin for “hives” – nature’s perfect form for millions of years – bringing you scalable, resilient and secure solutions with efficiency, speed and precision. ALVARIA . Reshaping the customer experience . For more information, please visit www.alvaria.com .

See the source version on businesswire.com: https://www.businesswire.com/news/home/20220125005362/en/

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contacts

Media contacts:
Michael Harris, CPO/CMO, Alvaria
[email protected]

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