Enterprise-Grade Workforce Engagement Management and Advanced Compliant Outreach Capabilities Available through Google Cloud Contact Center AI Platform
UJET, Inc., the intelligent, 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. Alvaria outbound capabilities streamline agent workflows with easy-to-use, compliant campaign management tools. Alvaria complements Google Cloud Contact Center AI Platform by providing solutions that drive agent success, keep them engaged, and make them feel like an extension of the brand.
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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.
Google Cloud Contact Center AI Platform offers enterprises rich insights about customers, products and services – while Alvaria provides the solutions for unified workforce to transform those insights into real results. The two solutions together create increased lifetime value, reduced agent turnover and seamless, personalized customer interactions.
“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.”
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