Alvaria launches new call center AI software
Customer experience and workforce management solutions provider Alvaria officially launched its call center AI software called Alvaria Real-Time Optimiser.
Built as part of the Alvaria Workforce Engagement Management Suite, this new software aims to enhance the contact center agent experience.
The real-time optimizer will function as a virtual agent assistant that would complete activities and positively impact key performance metrics in the company.
The new software is created to automatically monitor and deliver training, coaching, and off-phone tasks to idle agents; provide wellness breaks; connect agents with supervisors for individual coaching; helps agents when they go beyond thresholds for talk, hold, or after-call work times.
Alvaria Chief Product Officer and Chief Marketing Officer Michael Harris said that the product’s introduction “is part of our commitment to providing world-class solutions to the enterprise market, with improved employee experience and creating a more efficient process for the call center.”
Agent optimization technology provider Intradiem helped in programming the AI software.
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