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News : UJET, Google Cloud and Alvaria Partner to Integrate Google Cloud Contact Center AI Platform and Workforce Engagement

#contactcenterworld, @UJETco, @Alvaria_Inc

San Francisco, CA, USA, Apr 19, 2023 - UJET, Inc., a modern contact center platform, announced a new, strategic partnership with Alvaria and Google Cloud. The partnership enables enterprise contact centers to integrate and leverage Alvaria’s compliant outbound and workforce engagement management (WEM) capabilities through Google Cloud Contact Center AI Platform.

Enterprises including financial services, airlines, retail, telecom and technology organizations are seeking AI-first platforms to power secure, natural customer interactions at scale. These seamless customer experiences also require a unified, engaged workforce. Alvaria WEM solutions provide agents with flexible scheduling options, gamification, performance tracking and automated workflows – increasing agent engagement and reducing attrition. 

According to Amit Kumar, Product Manager, Contact Center AI Platform, Google Cloud, "We are thrilled to partner with Alvaria as a workforce engagement and outbound partner. Delivering effective customer and employee experiences requires an ecosystem of secure, enterprise-grade solutions that extend and enhance contact center capabilities. Through this integration with Alvaria, we’re continuing our efforts to connect AI and agents to power modern customer experiences at scale."

"UJET and Google Cloud have quickly become a real force in the contact center industry due to our early focus not only on AI and mobile-first CX transformation, but also security, resiliency, and scale - all fundamental requirements for the modern enterprise. These same enterprises also need additional advanced outreach and rich workforce engagement capabilities such as multichannel agent scheduling, tracking and adherence, and quality recording to properly coach and improve agent behavior. Through this partnership with Alvaria, we’re able to meet those needs as well," said Anand Janefalkar, Chief Executive Officer, UJET.

"As enterprises look to deliver next generation CX, the partnership between Alvaria, Google Cloud, and UJET provides a unique opportunity to tap into the power of cutting-edge innovation that will help clients migrate off end-of-life platforms," said Frank Ciccone, Chief Revenue Officer, Alvaria. "Customers will now have a complete option to bring their full customer experience platform to the Google Cloud ecosystem."

#contactcenterworld, @UJETco, @Alvaria_Inc

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


About UJET:
Company LogoUJET is a cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers.
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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 - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, April 20, 2023

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2024 Buyers Guide Contact Center Assessments

 
1.) 
HiringBranch

Skills-Based Hiring Assessment
HiringBranch makes it easy for hiring teams to define the unique ‘recipes’ of soft skills they need for the roles they’re hiring for - and then hire for them. HiringBranch’s AI soft skills assessment measures candidates based on the presence of unique combinations of soft skills needed for a given position. That means recruiters can know who will do the job well, before giving them the job with 99% accuracy! Our skills-based talent assessments shortlist top-talent candidates not only based on what candidates say but also how they say it, providing meaningful results for in-house hiring teams with high-volume hiring needs, like contact centres.

2.) 
Snapshotz

Snapshotz
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
 

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