Aspect Software Contact Center as a Service (CCaaS)

Alvaria, Inc. is a prominent company in the contact center and customer experience (CX) software industry, catering to large enterprises. It evolved from the merger of Aspect Software, Inc. and Noble Systems Corporation, establishing itself officially under the Alvaria brand in September 2021. The company has a storied history of innovation and growth in the contact center domain, with Aspect Software having introduced significant technological advancements since its inception in 1973 and Noble Systems pioneering in the development and distribution of outbound dialing systems since 1985. Alvaria is headquartered in Westford, Massachusetts, and boasts a global presence with offices across various continents including Africa, Asia, Europe, North America, and South America. This extensive reach reflects the company’s commitment to delivering advanced software solutions for contact centers worldwide, helping businesses enhance their customer engagement strategies and operational efficiencies.

Alvaria offers a comprehensive portfolio of products and services designed to meet the evolving needs of contact centers and customer service departments. Among its key offerings is the Alvaria Cloud platform, which represents the amalgamation of cutting-edge cloud call center software previously known as Aspect Via. This platform is part of a broader suite of solutions that includes the Alvaria CX Suite - combining Aspect Unified IP, Aspect ALM, Noble CC, and Noble OnQ - aimed at unifying customer experience management across various channels. Additionally, Alvaria has developed specialized solutions like Alvaria Workforce (WFM) for workforce management, Alvaria Employee Experience (EX) for employee engagement, and Alvaria Real Time Optimizer for optimizing contact center operations in real time. Together, these solutions underscore Alvaria’s focus on leveraging technology to empower human connections, improve workforce engagement, and enable businesses to deliver exceptional customer experiences.

Alvaria.com offers a comprehensive suite of software solutions designed to enhance the efficacy and engagement of call center operations, catering specifically to business users and their workforce management needs. The software empowers organizations with a range of features aimed at optimizing contact center performance in the ever-evolving workplace dynamics, especially in a post-COVID-19 era where remote work has become prevalent.

1. **Highly Flexible Scheduling**: Alvaria recognizes the need for adaptable scheduling to accommodate the personal needs of remote agents, ensuring high employee satisfaction by allowing for a work-life balance through flexible work schedules.

2. **Maximum Insights for Adherence Alarms**: The software provides robust adherence alarms and analytics, crucial for supervisors to monitor and manage remote agents effectively. This feature helps in understanding deviations from planned activities or schedules without the need for visual cues.

3. **Modern and Intuitive User Interface**: To support agents working remotely, Alvaria offers a modern, user-friendly interface that simplifies tasks such as shift bidding, thereby enhancing the agent’s ability to work independently and efficiently.

4. **True Omnichannel Forecasting and Scheduling**: Addressing the shift in customer service request patterns and the blend of voice and digital channels, Alvaria delivers omnichannel forecasting and scheduling. This feature ensures that agents are optimally allocated across different service channels based on their skills.

5. **Enhanced Efficiency and Engagement with Version 23**: The latest version introduces advanced features like the Long Handle Time Planner for better resource allocation, Next Best Action for real-time staffing adjustments, the Employee Datacenter for centralized information sharing, and Trial Segment Worksheet upgrades for precision in scheduling.

6. **Motivation Through Gamification**: Alvaria Motivate leverages gamification to boost employee engagement and performance, featuring multiple raffle opportunities and preference-based leaderboard configurations.

7. **Quality Assurance Tools**: Alvaria Quality provides comprehensive reporting and feedback tools, along with a new connector framework for seamless integration with Twilio, enhancing the quality assurance process with detailed insights and the ability to perform quality checks on audio recordings.

8. **Performance Optimization**: Alvaria Performance focuses on streamlining key performance indicators (KPIs) and enhancing employee efficiency, with security updates to ensure the safe handling of sensitive information.

By merging legacy expertise from Aspect and Noble Systems with innovative technology, Alvaria aims to deliver a differentiated customer experience through its workforce optimization platform, proactive outreach tools, enterprise-level gamification, and a unified approach to contact center management. These features collectively help businesses achieve greater flexibility, real-time responsiveness, and a strategic advantage in customer engagement and workforce management.

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Alvaria.com provides specialized software and services catering to various industries such as financial services, airlines, retail, telecom, and technology organizations. These enterprises seek platforms from Alvaria to power secure customer interactions efficiently. One specific customer highlighted in the provided information is RCN. RCN utilizes Alvaria's solutions for their U.S.-based customer service and offers industry-leading High-Speed Internet, all-Digital TV, and Phone services for residential, small/medium, and Enterprise business customers. Through the implementation of Alvaria's Workforce Engagement Management Suite, including Alvaria Performance and Alvaria Quality, RCN aimed to shift its contact center focus towards enhancing customer experience and improving the productivity and efficiency of their front-line employees. This strategic move enabled RCN to embrace a new agent-centric culture and significantly improve their NPS scores, demonstrating the impactful benefits of Alvaria's solutions in supporting client objectives and advancing customer satisfaction.