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Partner Article: Optimise Your Contact Centre Workforce with Real Time Intelligent AI Capability at Alvaria

Published on 11 April 2022

Partner Article: Optimise Your Contact Centre Workforce with Real Time Intelligent AI Capability at Alvaria

Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, recently introduced 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. – Increase agent satisfaction and engagement 
  • Automatically find the right time to connect agents with supervisors to ensure individual coaching is completed. – Protecting Service Level 
  • Consistently prompts agents with a helping hand when they go beyond thresholds for talk, hold, or after-call work times. – Enhancing call handling 

Find out how to optimise your workforce with our AI-powered productivity solution.  
 

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Author: Leanne McNamee

Categories: Library, Partner News

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