CX Suite I Omni Agent
Deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections
Multichannel Choice
- Channel choice: voice, chat, SMS social and email
- Customers choose the channel that works best
Omnichannel Experiences
- Seamless cross channel experience
- Service continuity from self-service to live-assistance
Be Proactive
- Automated multichannel campaigns
- High-touch proactive customer care through voice, email or SMS
Anticipate Needs
- Send relevant and timely messages
- Personalize messages on preferred channel
With CX Omni Agent, you can deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections
- Provide engagement choices for customers, so they can select the most appropriate channel, based on where they are and what they are doing.
- Provide a consistent and seamless cross channel experience when customers engage, inquire, and request service thru whatever channel suits them
- Power automated multichannel campaigns and high-touch proactive customer care delivered through voice, email or SMS to stay connected with customers
- Deliver extraordinary service by anticipating customer needs and sending proactive and personalized service communications on their channel of choice
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CX Suite I Compliant Outreach
Deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections
Dialing and Pacing Options
- Preview
- Precision
- Predictive
- Automatic
- Blaster
Engagement Strategy Tools
- Best-time-to-contact
- Right party contact tools
- Contact histories
- Retry and Escalation options
Advanced List and Campaign Management
- Centralized attempt and consent tracking
- Number portability tracking
- Regional compliance controls
- Regulatory compliance tools to help comply with TCPA, CFPB, Ofcom, and more
Enterprise Outreach Coordination
- Serve as a central hub for enterprise outbound envionments
- Coordinate engagement activity across the enterprise
- Support omnichannel and omni-platform ourbound coordination and control
Proactive outreach is fundamental to keeping customers engaged, informed and on schedule whether for appointments, bill payments or other events and activities.
- Support every outbound engagement strategy with dialing options including: Preview, Precision, Predictive, Automatic and Blaster
- Leverage best-time-to-contact capabilities and track contact histories to inform optimal outbound strategies
- Deploy smarter campaigns with centralized attempt, consent, and number Portability; tracking and regional compliance controls
- Comply with increasingly complex regulatory requirements like TCPA, CFPB, OFCOM and other governmental regulatory bodies
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Employee Experience | Quality
Integrate quality monitoring with recording and evaluations to get a comprehensive view of agent quality and compliance
Review Interaction
- Search and review voice recordings and text transcripts
- Playback, stop, start and pause two-sided voice and desktop interactions
- Insights into the complete customer experience
Create Custom Evaluations
- Quality evaluation forms
- Customize forms for specific interaction types
- Clear insights into the complete customer experience to help improve agent quality and performance
Evaluate and Calibrate Agent
- Evaluate quality from the perspective of agent, supervisor and customer
- Calibrate quality scores across evaluators to ensure consistency
- Transfer scoring request and give specific timeframe to perform the calibration scoring
Agent Assist
- Skill Assistance
- Suggest Training content
- Self-evaluations
- Ability to review marker points where a coach noted the call could be improved
With Alvaria Quality, you can enhance CX, agent effectiveness, and compliance adherence by effectively assessing quality of voice and text-based customer interactions from multiple sources.
- Easily record, playback, stop, start and pause both two-sided voice and desktop interactions.
- Robust evaluation tools give insights into the complete CX and help improve agent quality and performance.
- Alvaria Quality Calibration interface helps ensure all coaches are providing uniform measures for scoring by including a workflow capability that automatically schedule all coaches to score certain pre-qualified calls.
- Agents can be given opportunities to self-evaluate by initiating coaching sessions where both agent and supervisor can evaluate the same interaction.