How well-prepared were call centers to deal with the issues that the pandemic brought? The answer would be “a lot better” than we had anticipated. Many (if not all) contact centers have changed in specific ways, and those changes will persist even after the pandemic is ended. To begin with, every firm, regardless of its nature or size, had to deal with the pandemic’s effects. Customers couldn’t reach out to physical branches, thus contact centers were their only option for getting answers.
Traditionally, contact centers have relied extensively on infrastructure since they need to provide each agent with a specialized device that is connected to a network in a way that allows them to receive client calls smoothly. Maintaining records of these exchanges, as well as real-time monitoring and report analysis, contribute to the infrastructure’s reliance. Contact centers were naturally hesitant to work in a distant setting. When the lockdown took place, everything changed. Thankfully, Alvaria’s innovative solutions helped the sector cope up with the changes of the hour. Alvaria’s solutions have made seamless remote working possible, which otherwise looked like a distant dream for call centers.
Any company with a messed-up contact center risks losing existing clients while also trying to recruit new ones. When things heat up and consumer demand peaks, every customer connection counts, whether it’s inbound or outbound, over any channel and at each touchpoint. And this is where Alvaria comes in, bringing more intelligence and efficiency to the table for a better customer experience and staff engagement. Faster, more efficient issue resolution and better service experiences are brought to the table, thanks to Alvaria’s powerful incoming call center solutions that match the best-suited agent to each encounter.
Alvaria’s contact center solutions help its clients achieve SLA targets and optimally utilize agent resources, queue across groups, teams, or the whole agent population. Customers can be routed conditionally based on call center statistics, client preferences, or other internal/external data. Preview, Precision, Predictive, Automatic, and Blaster are just a few of the human and auto dialing options available to support any outbound engagement strategy.
With Alvaria, companies can improve their inbound calling experience by providing wait-time and queue position notifications, as well as the option of scheduling callbacks when wait times grow. Significantly, contact centers are seeing a significant increase in inbound inquiries. Phone-based organizations are severely limited in the quantity of inbound questions that their care agents can handle in a timely manner using their current technologies. This is primarily due to call centers’ intrinsic lack of practical scalability. But that problem has a solution, i.e. Alvaria.
Because they may divert inbound calls to digital channels, digital customer service approaches are far more efficient than traditional ones. This not only speeds up customer support encounters, but it also increases the number of requests one employee can manage at once.
Patrick Dennis, CEO of Alvaria, said in an interview, “We have a company with an amazing financial profile and a laser focus on our customers. We remain unwavering in our commitment to delivering best-of-breed enterprise software capabilities, on premises, in the cloud, or hybrid. We truly believe that reshaping the customer experience requires companies to master outbound contact.”
Alvaria strives to assist businesses in providing better experiences for their consumers and staff. Everything that Alvaria does to innovate its offerings has an ultimate impact on the customer experience ecosystem, from product development through customer and technical support. Customers get in touch with contact centers and expect to receive excellent customer service. Alvaria’s solutions ensure that its clients achieve what they are looking for.