Alvaria has announced the introduction of Alvaria Real Time Optimizer, a new cloud application of the Alvaria Workforce Engagement Management Suite that enhances the contact centre agent experience.
By functioning as a real-time virtual agent assistant, Alvaria Real Time Optimizer call centre 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. – Increases agent satisfaction and engagement
- Automatically find the right time to connect agents with supervisors to ensure individual coaching is completed – Protects Service Level
- Consistently prompts agents with a helping hand when they go beyond thresholds for talk, hold, or after-call work times – Enhances 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 centre.”
Alvaria Real Time Optimizer was built in partnership with Intradiem, well-known experts in agent optimization technology.
“Contact centres are looking for technical innovations to help them improve and optimise the experience of customers and agents,” said Donna Fluss, president of DMG Consulting.
“This product is designed to help contact centres find and reallocate agent downtime so that it can be used productively. It empowers companies to respond on a timely basis to the natural dynamics of contact centres, giving them a strategic advantage.”
The Alvaria Real Time Optimizer cloud solution is available now for existing and new Alvaria customers.