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.