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        Market Perspectives

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        Alvaria Is a Vendor of Merit in Customer Experience Management

        We are happy to share some insights about Alvaria drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

        In all of our Value Indexes, we utilize a structured research methodology built on evaluation categories designed to reflect real-world criteria and derived from RFP responses and a VR_VI_CXM_Logo-3vendor selection process for analytics and business intelligence. We evaluated Alvaria and 21 other vendors in seven categories, five relevant to the product — Adaptability, Capability, Manageability, Reliability and Usability — and two related to the vendor — TCO/ROI and Vendor Validation. To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our Benchmark Research on Customer Experience (CX).

        Alvaria, a global enterprise contact center solution provider, was categorized as a Vendor of Merit and ranked 20th overall in this Value Index evaluation. Its best category ratings were in Reliability and Manageability, where it ranked ninth.

        Its product, Alvaria Cloud, is the inheritor of a rich legacy of contact center development over decades. As a result of its experience developing core interaction-handling technologies, Alvaria performs well on measuresVentana_Research_Value_Index_CXM_2022_Alvaria-1 required in the high-volume, high-criticality environment of contact centers, particularly privacy and security, and technology performance optimization. Alvaria also rates highly on its ability to integrate processes, data and applications.

        Our assessment finds that the product offering has significant deficits when viewed through the larger prism of customer experience management (CXM or CEM) instead of simply contact center operations. Alvaria Cloud has no capability to manage or map customer journeys. It has limited ability to manage resources outside of the workforce requirements of contact center agent management. Its lower ranking in Capability is due to lack of depth or support in areas like case and ticket tracking, product information management and analytics for marketing.

        To better present as a true CXM suite, Alvaria needs to improve in these areas, particularly in the elements that connect contact center operations to the rest of the enterprise.

        This assessment was based on Alvaria’s CXM products available in August of 2022.

        Alvaria, like all vendors in this space, should continue working towards a holistic, integrated CX platform that addresses the needs of users across the enterprise. Connecting workflows from marketing, sales and service teams should be a key priority.

        This research-based index is the most comprehensive assessment of the value of CXM software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.

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