Alvaria Cloud Customer Reviews 2023

What is Alvaria Cloud?

Alvaria Cloud's (formerly Aspect Via Cloud Contact Center) and workforce optimization solutions simplify and enhance the customer and agent experience. The contact center suite applications support both automated and live inbound and outbound communications across voice, SMS, email, chat, and mobile interactions. The workforce optimization suite applications support both workforce productivity and employee engagement strategies with best of breed workforce, performance, and quality management solutions.

Company Details

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Alvaria Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Alvaria Cloud.

68 Likeliness to Recommend

Down 1
Since last award

79 Plan to Renew

Down 1
Since last award

69 Satisfaction of Cost Relative to Value

Down 2
Since last award

Emotional Footprint Overview

+76 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Alvaria Cloud?

9% Negative

14% Neutral

77% Positive

Pros

Efficient Service
Inspires Innovation
Performance Enhancing
Respectful

Ramón C.

Role: Operations
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Excellent Product

Likeliness to Recommend

10 / 10

What differentiates Alvaria Cloud from other similar products?

Well the capable of different feature at the same time

What is your favorite aspect of this product?

Reporting

What do you dislike most about this product?

little slow

What recommendations would you give to someone considering this product?

great product 100% recommended

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Jose S.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Apr 2020

Relatively easy to use, but higher in cost.

Likeliness to Recommend

5 / 10

What differentiates Alvaria Cloud from other similar products?

The usability is a little more complex.

What is your favorite aspect of this product?

I’m really indifferent about it.

What do you dislike most about this product?

Again, the usability compared to others.

What recommendations would you give to someone considering this product?

I think it would be something that would need an analysis and how big your company is.

Pros

Trustworthy
Caring
Client Friendly Policies
Continually Improving Product

Rebecca C.

Role: Industry Specific Role
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2020

Fantastic product! Very helpful!

Likeliness to Recommend

8 / 10

What differentiates Alvaria Cloud from other similar products?

Aspect Cloud Contact Center clearly cares about customer satisfaction!

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

Forgetting to update it (that's on me though)

What recommendations would you give to someone considering this product?

Give it a try!

Pros

Efficient Service
Effective Service
Inspires Innovation
Respectful

Alvaria Cloud

Alvaria Cloud

What is Alvaria Cloud?

Company Details

Need Assistance?

Alvaria Cloud Ratings

68 Likeliness to Recommend

Down 1Since last award

79 Plan to Renew

Down 1Since last award

69 Satisfaction of Cost Relative to Value

Down 2Since last award

Emotional Footprint Overview

+76 Net Emotional Footprint

How much do users love Alvaria Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Alvaria Cloud Reviews

Ramón C.

Excellent Product

Likeliness to Recommend

Pros

Jose S.

Relatively easy to use, but higher in cost.

Likeliness to Recommend

Pros

Rebecca C.

Fantastic product! Very helpful!

Likeliness to Recommend

Pros

Down 1
Since last award

Down 1
Since last award

Down 2
Since last award

Feature Ratings

Workforce Management

Call Recording

Skills Based Routing

Contact Center Analytics

Ticket Management

Contact Center Compliance Management

Multi Channel Queue Management

Knowledge Management

Multi Channel Intake Integration

Screen Prompts

Call Scripting and Call Flow Management

Vendor Capability Ratings

Usability and Intuitiveness

Availability and Quality of Training

Ease of Implementation

Business Value Created

Vendor Support

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Quality of Features

Ease of IT Administration

Breadth of Features