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Alvaria Quality from Aspect Software
Advanced quality management platform for insurance contact centers. Features include interaction recording, quality monitoring, coaching, speech analytics, and compliance management. Helps insurance providers improve customer experience while meeting industry regulations.
Product analysis by function
Call Recording and Quality Monitoring Systems for Customer Service
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Call Recording Capabilities
(13 Yes /13 Known /14 Possible features)
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Product documentation and category confirm automatic recording capability for all calls. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
User guides and feature lists reference on-demand/manual call recording for reviewers and agents. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Alvaria Quality offers screen recording as a standard feature for interaction analysis. | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Supports capture of voice, chat, and other digital channels, indicating multi-channel recording. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
Product datasheet references both stereo and mono recording formats. | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Advanced search functionality is provided, including by agent, date, and tags. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Tagging and annotations are called out as standard review and coaching features. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Rules-based recording (selective recording of specific calls) is supported. | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Supervisors have access to live call monitoring per the platform's supervision tools. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Download options for authorized users are part of compliance and investigation features. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
HD audio codecs supported as referenced in platform's technical features. | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Recording encryption is included for secure storage and transmission (compliance section). | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Integration with existing PBX and telephony systems is described as a core interoperability feature. |
Quality Monitoring & Assessment Tools
(14 Yes /14 Known /15 Possible features)
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Scorecard creation is standard in agent evaluation and quality monitoring modules. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
AI-powered analytics for sentiment, emotion, and compliance scoring are referenced in product materials. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
Calibration tools available to align scoring and quality assurance. | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
Real-time feedback loops are present, with immediate coaching/notification to agents. | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
Dispute/appeal mechanism for agent evaluation is described in quality workflows. | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
Dashboards for quality analytics and trends are core offering. | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
Sampling logic (random, rules-based) is available for quality review selection. | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
Evaluation workflow management is highlighted as supporting structured reviews and approvals. | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
Agent self-assessment capability cited in training and coaching sections. | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
Integrates with eLearning systems to trigger targeted training based on quality scores. | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
Coaching assignment is supported; supervisors can schedule and assign coaching from reviews. | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
Trend analysis features present on dashboards and reports. | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
Supports multiple languages for evaluation and assessment to serve global teams. | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
Industry benchmarking function available in analytics suite. |
Compliance & Data Protection
(11 Yes /11 Known /13 Possible features)
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
Product supports GDPR compliance as required for international insurance customers. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
No information available | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
No information available | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking/redaction of sensitive information is cited in compliance features. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Provides audit logs for all access and changes to recorded data. | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent management systems are part of compliance tools, per product datasheet. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Policy-based retention settings available for data deletion by type, age, etc. | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold functionality present to support investigative/litigation needs. | |
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User Access Controls Role-based permissions for system and recording access. |
Supports role-based user access controls to recordings and configuration. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
Recordings can be redacted both manually and automatically for privacy. | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
End-to-end encryption is standard, per product security documentation. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Automated compliance dashboards and reporting provided for audits. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure deletion of recordings after defined retention period is supported. |
Integration & Interoperability
(9 Yes /9 Known /9 Possible features)
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
Integrates with leading CRM tools, such as Salesforce and Dynamics. | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
Workforce management integration present; integrates with WFM and scheduling software. | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
API access is marketed for exporting quality and interaction data. | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Integrates with BI/reporting platforms for advanced analytics. | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Single Sign-On (SSO) supported across enterprise deployments. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Compatible with contact center platforms (Genesys, Avaya, Cisco, Five9, etc.). | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Product operates on AWS, Azure, and GCP as cloud platforms. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Records and analyzes non-voice channels including chat and email. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
Migration tools are available for legacy system integration. |
Reporting & Analytics
(10 Yes /10 Known /10 Possible features)
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Standard reports for compliance and quality KPIs are pre-configured. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Custom report builder enables users to create reports from quality and interaction data. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time analytics dashboards are a major part of the platform's UI. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics including keyword, intent, sentiment and compliance detection available. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics available for email, chat, and social channels. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Trend visualization tools for quality, volume, and compliance metrics. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Export options for CSV, Excel, and PDF are supported. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Allows scheduling of periodic report generation and automatic distribution. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
Customizable KPIs can be tracked and visualized within dashboards. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
System provides alerts and notifications for key compliance events and thresholds. |
User Management & Accessibility
(8 Yes /8 Known /8 Possible features)
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access control for end users, admins, agents, etc. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
Multi-tenancy supported for large insurance operations needing segmented instances. | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
Complies with accessibility standards for WCAG and ADA. | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Self-service portal present for users to search/find/download their own interactions. | |
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Audit Trails Tracks user access and actions throughout the application. |
Tracks all user activity with detailed audit trails. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
Multi-language UI available for global insurance teams. | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Remote/mobile access for supervisors is supported (web and app). | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
Automated user provisioning via directory services (LDAP, AD) is supported for large teams. |
Scalability & Performance
(3 Yes /3 Known /7 Possible features)
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
High availability deployments are supported via redundant design and cloud capabilities. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing for distributed/high-volume call recording described in architectural documentation. | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Elastic cloud scaling listed as a key enterprise performance feature. | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
Training & Coaching Facilitation
(7 Yes /7 Known /7 Possible features)
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
Automated, rules-based assignment to learning modules based on quality scoring. | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
Coaching session scheduling features included for supervisors. | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
Snippet/bookmarking of call segments for targeted training is offered. | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
Integrated knowledge base for agents included in the coaching portal. | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
Performance goal tracking for team/individual improvement is highlighted. | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
Peer comparison dashboards for agent benchmarking are available. | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
Tracks coaching and feedback effectiveness over time. |
Deployment & Hosting Options
(7 Yes /7 Known /7 Possible features)
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On-Premise Deployment Available as locally installed software within the corporate network. |
On-premise software deployment is available alongside cloud options. | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Public cloud deployment options on AWS, Azure as SaaS. | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private cloud hosting is available for enterprise clients. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Supports hybrid deployment for complex enterprise environments. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery plans including automated backups and failover are standard for compliance. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Clients can select regional data residency for compliance. | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Multi-region redundancy is described in reliability and disaster recovery documentation. |
Usability & Interface
(7 Yes /7 Known /7 Possible features)
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern web-based UI highlighted as a key usability differentiator. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Dashboards are highly customizable for agents and supervisors. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
Guided workflows for evaluations, reviews, and investigations are embedded. | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
Bulk actions and shortcuts offered for quality assurance and admin users. | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
Contextual help and tooltips embedded throughout the application. | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
Separate agent and supervisor modes for role-appropriate UIs. | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
Instant search bar available on all screens for fast navigation. |
Support & Vendor Services
(7 Yes /7 Known /7 Possible features)
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24x7 Support Availability Customer support accessible around the clock. |
24x7 technical support offered for all cloud and on-premise customers. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
Dedicated account management provided for enterprise clients. | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Vendor-provided onboarding and training programs available. | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
Online user community and knowledge forums available via Alvaria website. | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
SLAs cover cloud hosting, response and service resolution for customers. | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Continuous product updates are announced and documented. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Professional services for deployment, configuration, integration are available. |
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