Alvaria, which was recently formed by the merger of Aspect Software with Noble Systems, is releasing two application suites for its enterprise contact center portfolio—one aimed at fostering CX, and the other intended to maximize the employee experience (EX), the company announced during a virtual event Wednesday, with the details posted in a news release on the firm’s website.
The CX Suite is a solution that turns CX into a “competitive advantage” with features such as advanced voice and omnichannel capabilities, compliant outreach, sophisticated interactive voice response (IVR), natural language understanding (NLU), self-service, and customer insights and analytics.
The Workforce Engagement Management (WEM) Suite, on the other hand, is designed to optimize EX at enterprise contact centers, while also delivering insights that enable organizations to assess and improve business performance. The WEM Suite includes workforce management; insights into quality, performance, and workforce; and game mechanics.
“Today, we are combining the best technology from our recent acquisitions to deliver a new world-class suite of CX and WEM solutions that help our customers build and nurture a customer experience that drives lifetime loyalty among their consumers,” said Michael Harris, chief product officer and chief marketing officer at Alvaria.
The release of the applications occurs two days after Alvaria said it had completed integrating Aspect Software and Noble Systems. The merger resulted in a unified customer base representing some of the largest financial institutions on the planet, along with some of the world’s biggest companies in healthcare, online retail, travel, and transportation. Since the merger in May, Massachusetts-based Alvaria has been working to transition seamlessly and without interruption to a fully integrated, best-of-breed solution set. The owner of more than 900 worldwide patents or pending patents, Alvaria is a leader in enterprise-scale CX and WEM solutions.
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Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
