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News : Alvaria Inherits The Forum Award Wins for Aspect Software and Noble Systems

#contactcenterworld, @Alvaria_Inc

Westford, MA, USA, May 24, 2021 -- Alvaria, a global provider in customer experience and workforce engagement technology solutions, is delighted to inherit recognition in two categories in the 2021 Supplier and Client Partnership Awards: Operational Transformation with Hoist Finance and Aspect Software, and Workforce Optimisation with Capquest, part of Arrow Global Group plc., and Noble Systems.

In the Operational Transformation category, Alvaria is honored to win with Hoist Finance. In February and March 2020, Aspect Software and Hoist accelerated a six-month roll-out plan of the Aspect Via(R) Platform into just 11 days.

"We are humbled to be recognised by The Forum for our response to the start of the COVID-19 crisis. We were able to redeploy 800 agents working in eleven contact centres across eight countries to the safety of their homes in just a matter of days. We managed this with no downtime and no disruption for our customers. We have been undergoing significant transformation and Aspect have been by our side at every step of the way, thanks to their prompt and reactive professional services team", says Jarkko Heinonen, Chief Digital Officer at Hoist Finance.

Alvaria celebrates Noble Systems' long-term relationship with Capquest leading to the win in the workforce optimisation category with the Noble Gamification and Noble ShiftTrack workforce management solutions. Both organisations have worked hard to ensure that the partnership is a success and that the right solutions are in place and tuned to improve Capquest’s employee engagement and efficiency in managing their teams.


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"We’re proud that The Forum has recognised Capquest’s strong, collaborative and creative partnership with Noble Systems. Following the implementation of Noble Gamification, our after-call work reduced, which meant we could devote more time each month to building better financial futures for our customers. It also meant we could improve our Capquest colleagues’ experience as part of the Arrow Global family – something that we’re always striving to do", said Adelle Smith, Operations Director.

"We are very proud of these two wins in the Supplier and Client Partnership Award category. Working with Hoist and Capquest to achieve these awards shows our commitment to the European market and our customer first philosophy", said Patrick Dennis, President and CEO of Alvaria.

The Forum is an independent association established in the UK in 2000, offering a trusted space for professionals in contact centre, field service, back office or retail. The awards were launched to connect the contact centre community and to raise standards in customer operations. 

The Forum Supplier & Client Partnerships Award was judged by a panel of independent experts in recognition of technology partnerships. It is awarded to companies that role model an exemplary strategic supplier and client partnership through best practice implementation and support with demonstrable results and benefits.

"The Partnership Award for Operational Transformation was presented to Aspect and Hoist Finance due to their ambitious new European platform that was delivered through an open partnership built on trust, and a common goal to roll out the solution within weeks", said Phil Anderson, Director at The Forum. "The Supplier & Client Partnership Award for WFO was presented to Noble Systems and Capquest because the judges felt that the two organisations truly worked as one team, with a solution providing huge benefits in planning and colleague motivation".

#contactcenterworld, @Alvaria_Inc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Alvaria:
Company LogoAlvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions. Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy.
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Today's Tip of the Day - Motivating Agents With No Money!

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Published: Wednesday, May 26, 2021

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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