Alvaria

Alvaria Contact Center

6.5 /10

What is Alvaria Contact Center?

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 Contact Center Ratings

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

70 Likeliness to Recommend

1
Since last award

82 Plan to Renew

2
Since last award

70 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+79 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 Contact Center?

8% Negative

12% Neutral

80% Positive

Pros

Efficient Service
Inspires Innovation
Performance Enhancing
Respectful

Feature Ratings

Average 74

Call Recording

Skills Based Routing

Ticket Management

Workforce Management

Screen Prompts

Multi Channel Queue Management

Knowledge Management

Contact Center Analytics

Multi Channel Intake Integration

Contact Center Compliance Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Average 74

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Implementation

Business Value Created

Vendor Support

Ease of Data Integration

Ease of Customization

Quality of Features

Ease of IT Administration

Breadth of Features

Alvaria Contact Center Reviews

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

Validated Review

Anonymous Reviewer

Submitted Apr 2020

Great tool for a good job.

Likeliness to Recommend

5 /10

Pros

Continually Improving Product
Reliable
Performance Enhancing
Efficient Service

Cons

Leverages Incumbent Status

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

Validated Review

Anonymous Reviewer

Submitted Apr 2020

Unique product

Likeliness to Recommend

1 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Tracy J.

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

Validated Review

Verified Reviewer

Submitted Apr 2020

Overall, satisfied with the product

Likeliness to Recommend

5 /10

What differentiates Alvaria Contact Center from other similar products?

Allows me to accurately report customer interactions to my manager.

What is your favorite aspect of this product?

It is highly secure.

What do you dislike most about this product?

It's pricing negatively affects our bottom line.

What recommendations would you give to someone considering this product?

It's worth the price, depending on your business.

Pros

Respectful
Helps Innovate
Effective Service
Reliable

Cons

Commodity Features
Vendor Friendly Policies
Vendor's Interest First

Alvaria Contact Center

What is Alvaria Contact Center?

Company Details

Need Assistance?

Alvaria Contact Center Ratings

70 Likeliness to Recommend

1 Since last award

82 Plan to Renew

2 Since last award

70 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+79 Net Emotional Footprint

How much do users love Alvaria Contact Center?

Pros

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

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.

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

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

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

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).

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.).

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).

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

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.

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.

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.

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 Contact Center Reviews

Great tool for a good job.

Likeliness to Recommend

Pros

Cons

Unique product

Likeliness to Recommend

Pros

Tracy J.

Overall, satisfied with the product

Likeliness to Recommend

Pros

Cons

1
Since last award

2
Since last award

1
Since last award

Feature Ratings

Call Recording

Skills Based Routing

Ticket Management

Workforce Management

Screen Prompts

Multi Channel Queue Management

Knowledge Management

Contact Center Analytics

Multi Channel Intake Integration

Contact Center Compliance Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Implementation

Business Value Created

Vendor Support

Ease of Data Integration

Ease of Customization

Quality of Features

Ease of IT Administration

Breadth of Features