Market Perspectives

We are happy to share some insights about Alvaria drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.

In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. 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 contact center suites and agent management.

In the overall Contact Center Suites Buyers Guide, our analysis classified Alvaria as vendor of Assurance, ranking 17th in the overall research with a 53.3% performance. Alvaria’s best performance came in Customer Experience at 64.2%, ranking 11th, due in part to its 11th-place ranking in TCO/ROI. In Product Experience, Alvaria placed 17th at 50.8% due to low performance in Capability. Alvaria did not participate in the RFI process.

Alvaria’s Product Experience was impacted by its 46.4% performance in Capability, where it could develop or acquire a robust knowledge management toolset to improve how it manages customer data, and beef up its self-service components. Customer Experience was impacted by its 65.1% performance in Validation, where it could provide more specific information to help buyers understand its differentiators and offer better tools to help buyers construct a business case for its systems.

Alvaria performed best in Customer Experience, notably in TCO/ROI, where its 63.2% performance was due to its strong customer stories, long experience in the market and indications of ramped up investment across the board.

In the Agent Management Buyers Guide, our analysis classified Alvaria as a vendor of Merit, ranking 10th in the overall research with a 54.7% performance. Alvaria’s best performance came in Customer Experience at 64.2%, ranking ninth, due in part to its ninth-place ranking in TCO/ROI. In Product Experience, Alvaria placed 10th at 52.2% due to low performance in Reliability. Alvaria did not participate in the RFI process.

Alvaria’s Product Experience was impacted by its 52.1% performance in Reliability, where it could examine the vendor processes and procedures that ensure business continuity. Customer Experience was impacted by its 63.2% performance in TCO/ROI, where it could enhance the documentation for identifying and quantifying achievable benefits.

Alvaria performed best in Customer Experience, notably in Validation, where its 65.1% performance was due to its continuing customer commitment and scope and quality of the support services it provides to other vendors and partners.

In the Contact Centers Buyers Guide, our analysis classified Alvaria as vendor of Assurance, ranking 13th in the overall research with a 54.1% performance. Alvaria’s best performance came in Customer Experience at 64.2%, ranking 10th, due in part to its 10th-place ranking in TCO/ROI. In Product Experience, Alvaria placed 16th at 51.7% due to low performance in Reliability. Alvaria did not participate in the RFI process.

Alvaria’s Product Experience was impacted by its 52.1% performance in Reliability, where it could improve the vendor processes and procedures that ensure business continuity. Customer Experience was impacted by its 65.1% performance in Validation, where it could continue to articulate the value derived from using Alvaria products over other Alvaria performed best in Customer Experience, notably in TCO/ROI, where its 63.2% performance was due to its good documentation of the tools and services it is able to provide to customers. In addition, Alvaria’s scope and depth of integration capabilities with common enterprise software categories led to its 60.5% performance in Adaptability.

This assessment was based on Alvaria Cloud and was available in June of 2023.

This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:

Contact Center Suites Buyers Guide

Agent Management Buyers Guide

Contact Centers Buyers Guide