Alvaria's WEM base package and its ability to integrate call centre systems with other applications, provides workforce data such as customer information and historical data from other departments. It also helps analyse trends and patterns to help identify areas for improvement, all which help provide better customer service.
Workforce data can also be used to develop automation tools that streamline call centre processes. For example, machine learning algorithms can analyse historical data to predict which agents are best suited to handle certain types of calls, and then automatically route those calls to those agents. It can also help develop custom applications and tools to improve operations. For example, developers may build dashboards that provide real-time insights into call centre performance or scheduling tools that help call centre managers optimise agent schedules based on historical data.