Alvaria Contact Center Logo
Alvaria Contact Center Logo
Alvaria

Alvaria Contact Center

6.5 /10
Category
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

81

Skills Based Routing

76

Ticket Management

75

Workforce Management

75

Screen Prompts

74

Multi Channel Queue Management

74

Knowledge Management

74

Contact Center Analytics

72

Multi Channel Intake Integration

72

Contact Center Compliance Management

72

Call Scripting and Call Flow Management

69

Vendor Capability Ratings

Average 74

Usability and Intuitiveness

78

Product Strategy and Rate of Improvement

76

Availability and Quality of Training

75

Ease of Implementation

75

Business Value Created

75

Vendor Support

74

Ease of Data Integration

74

Ease of Customization

73

Quality of Features

73

Ease of IT Administration

73

Breadth of Features

71

Alvaria Contact Center Reviews

Tishona G.

  • Role: Sales Marketing
  • Industry: Gaming and Hospitality
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2023

Great and unique features but needs more tailoring

Likeliness to Recommend

9 /10

What differentiates Alvaria Contact Center from other similar products?

The unique features or accessibility it provides.

What is your favorite aspect of this product?

From the supervisory pov, the ability to ghost listen on live calls and the ability to live coach agents and or barge in. It also allows agent recognition and a nave goal is met.

What do you dislike most about this product?

Certain reports can take longer to load. Also, it lacked user-friendly access points to information.

What recommendations would you give to someone considering this product?

They will have access to many unique features I have not seen with other products and a very helpful and readily available support staff.

Pros

  • Reliable
  • Unique Features
  • Caring
  • 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 Contact Center 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

Erika G.

  • Role: Human Resources
  • Industry: Chemicals
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2020

Easy not pricey quick fast compatible

Likeliness to Recommend

6 /10

What differentiates Alvaria Contact Center from other similar products?

Unsure of what to put here in general

What is your favorite aspect of this product?

It is very useful easy quick and fast capability

What do you dislike most about this product?

Nothing it works wellp

What recommendations would you give to someone considering this product?

I would recommend if it it is a good fit for them

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Inspires Innovation