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Alvaria CX Suite IVR from Aspect Software
Comprehensive IVR solution for insurance providers featuring natural language understanding, self-service for policy information and claims, secure payment options, intelligent routing, integration with CRM and policy management systems, and detailed reporting for optimization.
Product analysis by function
Interactive Voice Response (IVR) Systems for Customer Service
Automated phone systems that provide self-service options for policyholders and route calls based on customer needs and preferences.
More Interactive Voice Response (IVR) Systems
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Core Call Routing and Management
(10 Yes /10 Known /14 Possible features)
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Automatic Call Distribution Routes incoming calls to specific departments or agents based on predefined rules. |
Product literature highlights intelligent routing/ACD capabilities that distribute calls to the best-suited agent automatically. | |
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Skill-Based Routing Directs calls to agents based on their expertise relevant to the caller’s needs. |
Marketing materials reference skill-based routing that matches callers with appropriately trained agents. | |
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Call Queue Management Manages queues, allowing callers to wait when agents are busy. |
Queue management, estimated wait times and callback are listed on the Alvaria IVR datasheet. | |
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Interactive Menu Navigation Provides a menu system via keypad or voice for customer self-selection. |
Interactive menu navigation (press or say options) is a core function of the suite. | |
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Call Transfer Capabilities Allows calls to be seamlessly transferred between agents or departments. |
Call transfer between self-service and live agents is explicitly supported. | |
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Multi-Level IVR Menus Supports multiple hierarchical menu structures for complex routing. |
Solution supports multi-level IVR call-flows configurable in the admin GUI. | |
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Emergency Call Escalation Automatically prioritizes and escalates emergency-related calls. |
No information available | |
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Simultaneous Call Handling The number of calls the system can process at the same time. |
No information available | |
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Maximum Queue Length The maximum number of callers that can wait in queue. |
No information available | |
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Average Call Routing Time Average time taken to route a call to the right destination. |
No information available | |
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Customizable Hold Music and Messages Lets organizations tailor hold music and informational messages. |
Admins can upload custom music or informational recordings for callers on hold. | |
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Real-Time Queue Updates Callers are notified of their estimated wait time or position in queue. |
Real-time queue position and expected wait time announcements are configurable. | |
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Pre-Call Information Gathering Captures relevant details from callers before connecting to an agent. |
IVR gathers policy number or claim information before routing to agents. | |
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Callback Request Option Allows customers to request a callback instead of waiting in queue. |
Callback option is promoted as a way to reduce abandonment. |
Self-Service Functionalities
(12 Yes /12 Known /12 Possible features)
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Policy Information Access Enables callers to access their policy details automatically. |
Self-service menus allow callers to hear policy coverages and limits. | |
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Claim Filing Allows customers to initiate a claim via the phone menu system. |
Customers can open first-notice-of-loss through voice self-service. | |
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Payment Processing Enables premium payments via IVR using DTMF or voice. |
PCI-compliant payment collection is explicitly advertised. | |
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Policy Renewal Lets customers renew policies via automated steps. |
Policy renewal workflows are listed among insurance use-cases. | |
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Update Contact Information Lets policyholders change their address, phone number, etc., through self-service. |
Callers can update address/phone via authenticated IVR flows. | |
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Get Quotes Provides self-service quotes for insurance products. |
Quote generation is supported using external rating engines through API integration. | |
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Policy Document Delivery Enables callers to request and receive policy documents by email or SMS. |
IVR can trigger email or SMS with PDF policy docs on request. | |
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Claim Status Updates Allows customers to check the current status of their claims. |
Menu option "Check my claim status" described in insurance brochure. | |
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Account Authentication Verifies customer identity using PIN, policy number, or other methods. |
PIN and policy-number authentication available; optional voice biometrics. | |
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Premium Due Date Check Allows callers to check their next payment due date. |
Premium due-date inquiry provided in payment submenu. | |
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Premium Payment Reminder Automated reminders about upcoming premium payments. |
System can proactively remind customers of upcoming premiums via outbound IVR. | |
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Customizable Self-Service Scripts Administrators can update and configure self-service scripts. |
Drag-and-drop designer lets admins tailor scripts without coding. |
Integration and Interoperability
(10 Yes /10 Known /10 Possible features)
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CRM Integration Seamlessly exchanges data with Customer Relationship Management systems. |
Standard connectors for Salesforce, MS Dynamics and other CRMs. | |
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Policy Management System Integration Interfaces directly with core insurance administration platforms. |
Insurance-specific adapters interface with Guidewire and Duck Creek policy systems. | |
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Claims Management System Integration Facilitates access to and update of claim records. |
Claims system integration (e.g., Guidewire ClaimCenter) cited in case studies. | |
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Payment Gateway Integration Supports connections to payment processing services for automated transactions. |
Supports leading payment gateways via tokenized DTMF masking. | |
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Third-Party API Support Ability to integrate with external APIs for services like fraud detection, translation, etc. |
Open REST/JSON APIs for third-party services (translation, fraud, etc.). | |
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Telephony System Compatibility Connects with existing telephony infrastructure (SIP, VoIP, PSTN, etc.). |
Compatible with SIP, VoIP, TDM, and cloud telephony infrastructures. | |
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Web Service Integration Can consume and expose web services for data exchange. |
Can both consume and expose SOAP/REST web services. | |
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CTI Integration Supports Computer Telephony Integration for enhanced agent productivity. |
CTI integration with Alvaria WFO and third-party ACDs. | |
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Single Sign-On (SSO) Supports user authentication via SSO for agents and admins. |
SSO via SAML/OIDC supported for agents and admins. | |
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Data Import/Export Capabilities Ability to move customer data in and out of the IVR system. |
CSV/XML data import/export mentioned in administration guide. |
Speech and Language Capabilities
(8 Yes /8 Known /10 Possible features)
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Multi-Language Support Can interact with callers in multiple languages. |
Language packs for English, Spanish, French, and more; automatic detection optional. | |
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Speech Recognition Uses voice input to understand caller intent. |
ASR is foundational to the natural language interface. | |
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Text-to-Speech (TTS) Synthesizes voice responses from text dynamically. |
Cloud TTS with multiple voices; SSML supported. | |
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Natural Language Processing (NLP) Interprets free-form speech using AI to offer more natural interactions. |
NLU engine interprets free-form intent, reducing rigid menus. | |
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Accent Adaptation Recognizes and adjusts to regional accents and dialects. |
ASR provider claims high accuracy across regional accents. | |
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Voice Biometrics Authenticates users using their unique voiceprint. |
No information available | |
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Speech-to-Text Conversion Speed How quickly spoken input is transcribed. |
No information available | |
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DTMF Input Support Accepts keypad inputs as alternative to speech. |
DTMF supported as fallback for callers in noisy environments. | |
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Hearing Impaired Accessibility Provides options such as TTY or speech-to-text for accessibility. |
TTY/TDD options and speech-to-text captions available. | |
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Custom Pronunciation Dictionaries Allows customization of TTS for brand or industry terms. |
Custom pronunciation dictionary upload noted in TTS admin screen. |
Security and Compliance
(8 Yes /8 Known /10 Possible features)
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PCI DSS Compliance Adheres to payment card industry standards for secure payment handling. |
Solution is marketed as PCI DSS level-1 ready for secure payments. | |
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HIPAA Compliance Ensures privacy for health-related data in health insurance use cases. |
No information available | |
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GDPR Compliance Aligns with European data privacy rules and data subject request handling. |
EU GDPR statement on site confirms compliance and data subject tools. | |
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Data Encryption Encrypts data in transit and at rest. |
TLS 1.2+ in transit and AES-256 at rest described in security whitepaper. | |
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Activity Logging & Audit Trails Maintains secure, searchable logs of all system activity. |
Comprehensive audit logging is part of the admin console. | |
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Two-Factor Authentication for Admin Access Adds an extra layer of security for sensitive administrative controls. |
Admins can be forced to use MFA; integrates with Okta/DUO. | |
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Fraud Detection Alerts Monitors suspicious activity and issues alerts. |
No information available | |
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Role-Based Access Control Restricts access to system features based on user roles. |
Role/permission sets configurable per user group. | |
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Call Recording Consent Prompts Automatically notifies and requests consent before recording calls. |
System automatically plays compliance notice before recording. | |
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Secure Storage of Call Recordings Ensures audio recordings are kept encrypted and tamper-proof. |
Encrypted storage with retention controls for recordings. |
Reporting and Analytics
(10 Yes /10 Known /11 Possible features)
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Real-Time Dashboards Displays live call volumes, wait times, and agent status. |
Supervisor dashboard displays live queues, wait times, agent status. | |
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Call Volume Reports Generates reports on overall call frequency, peak periods, and durations. |
Pre-built reports include total and peak call volume metrics. | |
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Abandonment Rate Tracking Monitors the percentage of calls dropped before resolution. |
Report pack includes abandonment % over time. | |
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Self-Service Usage Metrics Tracks how often self-service functions are successfully completed. |
Dashboards show completion rates for each self-service task. | |
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First Call Resolution Rate Monitors the proportion of issues resolved within a single call. |
FCR and repeat-call analysis available in analytics module. | |
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Agent Performance Reports Quantifies agent call handling metrics. |
Agent scorecards leverage IVR & ACD data. | |
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Custom Report Builder Ability to build custom analytics reports from call data. |
Custom report builder with drag-and-drop fields described in datasheet. | |
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Export Data Capability Allows report data to be exported for further analysis. |
CSV, PDF or API export supported. | |
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Survey/Feedback Collection Collects customer feedback via post-interaction surveys. |
Post-call IVR or SMS surveys configurable. | |
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Average Handling Time (AHT) Tracks how long it takes to resolve an issue per call. |
No information available | |
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Call Recording and Archiving Supports recording and centralized storage of calls for quality analysis. |
Recording and archiving are part of quality management bundle. |
Scalability and Reliability
(9 Yes /9 Known /10 Possible features)
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High Available Architecture Redundant system design that minimizes downtime. |
Active-active cluster design delivers high availability. | |
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Geo-Redundancy Data and services are mirrored across multiple locations. |
Data centers replicated across geographic regions. | |
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Disaster Recovery Capabilities Enables rapid recovery from failures. |
Documented RTO/RPO for disaster recovery ≤ 1 hour. | |
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Service Uptime SLA Guaranteed operational uptime supported by service-level agreements. |
No information available | |
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Concurrent Call Scalability Expands or contracts to handle varying call loads. |
Platform scales to tens of thousands of concurrent calls in cloud deployment. | |
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Elastic Cloud-Based Deployment Supports scalable architecture in cloud environments. |
Runs on AWS/Azure with elastic autoscaling. | |
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Load Balancing Distributes traffic evenly to manage resource utilization. |
Load balancers distribute traffic across media servers. | |
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Automatic Failover Seamlessly switches to backup systems if one fails. |
Automatic failover between primary and secondary nodes. | |
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Scheduled Maintenance Windows Defined downtime periods for preventive system maintenance. |
Maintenance windows scheduled via admin portal and published to clients. | |
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Real-Time System Health Monitoring Continuously checks for hardware/software issues and system performance. |
Real-time health dashboard and proactive alerts included. |
User Experience and Customization
(10 Yes /10 Known /10 Possible features)
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Customizable Voice Prompts Allows script, voice, and branding to be adjusted. |
Voice prompts fully brandable; WAV upload or TTS. | |
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Menu Personalization Based on Caller Profile Dynamically adapts menu options for returning customers. |
IVR can vary menu based on caller ANI or CRM profile. | |
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Sentiment Detection Detects customer sentiment and adapts responses or escalates as needed. |
Sentiment analysis API detects frustration and can escalate. | |
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Context Reservation Across Channels Remembers customer intent and context when switching to live agents or digital channels. |
Context is passed to live agent desktop via CTI pop. | |
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Branded Greeting and Messaging Presents insurer’s unique brand experience on every call. |
Custom branded greetings supported per line of business. | |
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Speech Rate and Tone Adjustment Enables modification of system voice speed and tone. |
TTS engine allows speed and tone parameters. | |
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Dynamic Menu Presentation Changes menu options based on current business needs or events. |
Menus can be altered instantly for outages or campaigns. | |
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Accessibility for Visually Impaired Users Designs features to facilitate access by callers with vision impairments. |
Supports screen-reader friendly prompts and adjustable speech rate. | |
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End-to-End Call Personalization Customizes every step of the customer journey via IVR. |
Personalization variables can be inserted in every prompt. | |
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Short Message Service (SMS) Integration Follows up IVR calls with SMS confirmations or links. |
Can send SMS confirmations with claim or payment references. |
Administration and Configuration
(10 Yes /10 Known /10 Possible features)
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Web-Based Administration Portal Allows remote configuration and monitoring. |
Browser-based admin portal for configuration and monitoring. | |
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Role-Based User Management Differentiates access and privileges for admins, supervisors, and agents. |
Role-based user accounts for admin, supervisor, agent. | |
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Drag-and-Drop Menu Design Enables intuitive interface for updating call flows without code. |
Visual drag-and-drop call-flow editor is a key differentiator. | |
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Change Version Control Tracks and reverts configuration changes as needed. |
System stores historical versions for rollback. | |
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Bulk Uploads/Edits of Menus Allows administrators to mass update menu options. |
Bulk menu updates possible via CSV import/API. | |
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Integrated Knowledge Base Management Maintains up-to-date FAQs and templates for quick reference. |
Knowledge articles can be surfaced inside IVR responses. | |
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Scheduled Announcements Pre-programs informational statements for events or outages. |
Admins can schedule outage announcements ahead of time. | |
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Live Monitoring While in Production View and adjust settings without service interruptions. |
Configuration changes can be previewed and applied live. | |
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Audit Trails for Administrative Actions Records all administrative actions for compliance and review. |
Every admin action is written to immutable audit log. | |
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API-Based Configuration Provides automated configuration and provisioning via external systems. |
Public REST API allows automated provisioning by DevOps tools. |
Vendor Support and Service
(9 Yes /9 Known /10 Possible features)
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24/7 Customer Support Around-the-clock technical and operational support. |
Alvaria support portal advertises 24×7×365 coverage. | |
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Implementation and Training Services Support during initial setup and deployment, including staff training. |
Professional services provide implementation and agent training. | |
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Dedicated Account Manager Single point of contact for ongoing relationship and escalations. |
Named account managers assigned to enterprise clients. | |
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Multi-Channel Support (Phone, Email, Chat) Assistance available via multiple communication channels. |
Support reachable by phone, email, and web chat. | |
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User Community and Forums Access to shared knowledge and peer support. |
Customer community forum listed on website. | |
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Regular Product Updates Vendor commitment to new features, performance, and security improvements. |
Quarterly release cadence with feature and security updates. | |
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Clear SLAs (Service Level Agreements) Transparency in service guarantees for uptime, response, and resolution times. |
Published SLA document includes response and resolution targets. | |
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On-Site Support Availability Option for in-person service and troubleshooting. |
Optional on-site assistance for cut-overs and upgrades. | |
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Comprehensive Documentation Detailed manuals, guides, and help resources provided. |
Extensive admin & developer docs downloadable from portal. | |
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Customer Satisfaction Survey Scores Measures vendor’s effectiveness from existing clients. |
No information available |
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