UJET has formed a strategic partnership with Alvaria and Google Cloud to enable large contact centers to utilize Alvaria's compliant outbound and workforce engagement management capabilities with the Google Cloud Contact Center AI Platform.
Alvaria's Workforce Engagement Management (WEM) solutions provide agents with various benefits, including flexible scheduling options, gamification, performance tracking, and automated workflows. These features help boost agent engagement and reduce turnover rates. Alvaria's outbound capabilities also make agent workflows more streamlined by providing them with compliant campaign management tools. The company's solutions work with Google Cloud Contact Center AI Platform to ensure that agents are successful, engaged, and aligned with the company's brand.
“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.
By leveraging the Google Cloud Contact Center AI Platform, companies can obtain valuable information about their customers, products, and services. Alvaria then provides a unified workforce that can utilize these insights to drive tangible results. Together, these two solutions can result in increased customer lifetime value, lower agent turnover rates, and customized, seamless customer interactions.
"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," said Amit Kumar, Product Manager, Contact Center AI Platform, Google Cloud.
Frank Ciccone, Alvaria's Chief Revenue Officer, mentioned that as companies aim to offer modern customer experiences, the collaboration between Alvaria, Google Cloud, and UJET presents a special chance to leverage advanced innovation that will enable clients to move away from outdated systems. This partnership provides customers a comprehensive solution to bring their entire customer experience platform into the Google Cloud environment.
In addition, UJET and Google Cloud have recently partnered to launch UJET WFM, a workforce management suite for the contact center industry.