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Alvaria

Available through IT Raven

  • Contact Center and CX
  • Cloud and Infrastructure

Alvaria is a contact-center software company providing inbound routing, outbound campaign dialing and workforce management for large operations. Its CX Suite handles the two sides of a contact center: an inbound solution that brings calls, emails and chats into one universal queue and routes each contact to the right agent by skill, with IVR, priority queuing and multi-site networking; and an outbound solution built around a predictive dialer that automates and manages calling campaigns for goals such as acquisition, collections and retention. It turns agents into blended, universal agents who handle outbound work rather than sitting idle between inbound contacts. It also offers a workforce-management product that plans and schedules staff. Its customers are large, high-volume operations across financial services, utilities and healthcare. For an enterprise running a demanding contact center, Alvaria supplies the routing, dialing and workforce tools behind it.

Best for

  • Large, high-volume contact centers that need enterprise-grade inbound routing and queuing.
  • Outbound and campaign operations, such as collections or customer acquisition, that need a predictive dialer.
  • Operations that want to blend inbound and outbound work to keep agents productive.
  • Workforce and resource planners who need to forecast and schedule large agent teams.

A small support team with light, single-channel volume gets less from a suite built for large, complex contact centers.

What they offer

Contact Center. The CX Suite inbound solution brings calls, emails and chats into one universal queue with skills-based routing, IVR, priority queuing, digital messaging, PBX integration and multi-site networking, backed by real-time management tools.

Outbound Engagement. The CX Suite outbound solution automates and manages calling and multichannel campaigns through a predictive dialer with call management, list control and workflow management, for goals such as acquisition, collections, growth and retention.

Workforce Engagement Management. Alvaria Workforce plans, forecasts and schedules contact-center staff, helping planners build an integrated resource strategy across sites.

Proof

A financial-services collections firm adopted Alvaria and improved agent productivity by more than 50 percent.

A large UK home-heating and appliance-services company running contact centers with well over a thousand staff used Alvaria Workforce to build an integrated resourcing strategy, and afterward its annual agent attrition fell by 21 percent while employee engagement scores rose.

Good to know

  • Alvaria's catalog listing includes a cloud-marketplace tag, but its products are contact-center routing, outbound dialing and workforce management. Treat it as a contact-center software provider.
  • Its suite is built for large, high-volume operations. Confirm the deployment model and scale match your contact center.
  • Product names here are the company's own material.

Similar companies

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

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  2. 02

    We bring back real options

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  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.