WESTFORD, Mass.–(BUSINESS WIRE)–Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, announced the introduction of Alvaria Real Time Optimizer, a new cloud application of the Alvaria Workforce Engagement Management Suite that enhances the contact center agent experience.
By functioning as a real-time virtual agent assistant, Alvaria Real Time Optimizer call center application completes activities, which positively impact key performance metrics, such as:
- Automatically monitors agent idle time and delivers training, coaching and off-phone tasks when service levels can best accommodate. – Streamlines communications
- Boost agent morale with automated delivery of surprise breaks, wellness breaks etc. – Increase agent satisfaction and engagement
- Automatically find the right time to connect agents with supervisors to ensure individual coaching is completed. – Protecting Service Level
- Consistently prompts agents with a helping hand when they go beyond thresholds for talk, hold, or after-call work times. – Enhancing call handling
Michael Harris, Alvaria Chief Product Officer & CMO said, “In today’s world, organizations must stay abreast of the latest innovations to maintain competitiveness and profitability. Without an investment into advanced AI technologies, companies 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 improved employee experience and creating a more efficient process for the call center.”
Alvaria Real Time Optimizer was built in partnership with Intradiem, well known experts in agent optimization technology.
“Contact centers are looking for technical innovations to help them improve and optimize the experience of customers and agents,” said Donna Fluss, president of DMG Consulting. “This product is designed to help contact centers find and re-allocate agent down-time so that it can be used productively. It empowers companies to respond on a timely basis to the natural dynamics of contact centers, giving them a strategic advantage.”
The Alvaria Real Time Optimizer cloud solution is available now for existing and new Alvaria customers. Learn More
About Alvaria
Alvaria is the world leader in enterprise-scale customer experience (CX) and workforce engagement management (WEM) solutions. Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy. ALVARIA™. Reshaping Customer Experience™. For more information, please visit www.alvaria.com.
Contacts
Media Contacts:
Michael Harris, CPO/CMO, Alvaria
Press@alvaria.com
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
