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Alvaria Cloud from Aspect Software
A comprehensive contact center platform with specialized features for financial services including pension fund management. Includes secure verification workflows, omnichannel support for pension inquiries, compliant call recording, workforce optimization tools, and integration capabilities with pension management systems.
Product analysis by function
Call Center Technology for Member Administration
Integrated telephone systems, CRM software, and knowledge bases that support member service representatives in responding to inquiries and service requests from pension plan participants.
More Call Center Technology
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Call Handling and Routing
(10 Yes /10 Known /12 Possible features)
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Automatic Call Distribution (ACD) System that automatically routes incoming calls to the most appropriate agent based on predefined rules, skills, or availability. |
Alvaria Cloud provides Automatic Call Distribution (ACD) as part of its core call routing and contact center functionality. | |
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Interactive Voice Response (IVR) Automated system that interacts with callers through voice commands or keypad selections to direct inquiries before reaching an agent. |
Interactive Voice Response (IVR) is included as a foundational component in Alvaria Cloud for self-service and intelligent call routing. | |
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Skills-based Routing Capability to route calls to agents with specific pension expertise (benefits, contributions, retirement planning, etc.). |
Skills-based Routing is described in their workforce and call routing features, enabling routing to agents with specialized pension expertise. | |
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Queue Management System to manage waiting callers with features like callback options, position announcements, and estimated wait times. |
Queue Management is provided, including options such as callback and wait time estimates. | |
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Call Prioritization Ability to prioritize calls based on member status, urgency, or other defined criteria. |
Call Prioritization is supported for management of high-value/urgency inbound calls; referenced in financial vertical documentation. | |
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Maximum Queue Time The maximum time a caller is expected to wait in queue before being connected to an agent. |
No information available | |
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Call Capacity Maximum number of concurrent calls the system can handle without degradation. |
No information available | |
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Virtual Hold Technology Allows callers to maintain their place in queue without staying on the line, receiving a callback when an agent becomes available. |
Virtual Hold (callback) functionality is a commonly advertised part of Alvaria's solution set; included in product and technical briefs. | |
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Multi-language Support Ability to route calls to agents with specific language skills or provide automated translations. |
Multi-language support and language-based routing are provided as configurable features for global clients. | |
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Emergency Override Routing Capability to implement emergency routing protocols during high call volume periods or system issues. |
Emergency routing and override protocols for high-call-volume scenarios are referenced in continuity/disaster planning materials. | |
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Overflow Routing Automated routing of calls to secondary queues or external support when primary resources are at capacity. |
Overflow Routing is a part of standard call routing where excess calls can be redirected to secondary teams or vendors. | |
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Call Back Scheduling Allows members to schedule specific callback times that fit their availability. |
Call Back Scheduling (specific times) is referenced in Alvaria callback technology and member engagement modules. |
Member Authentication and Security
(10 Yes /10 Known /12 Possible features)
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Multi-factor Authentication System that requires multiple verification methods to confirm caller identity. |
Multi-factor Authentication supported for secure verification as described in regulated industry solution documentation. | |
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Voice Biometrics Technology that identifies members by their unique voice patterns, reducing the need for security questions. |
Voice Biometrics mentioned as supported or integratable for enhanced security, commonly referenced for financial services. | |
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Knowledge-based Authentication System that verifies identity through questions about personal information or account history. |
Knowledge-based Authentication (KBA) is included in Alvaria's secure verification suite. | |
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Secure PIN/Password Validation Capability to securely validate member-created PINs or passwords without agent visibility. |
Secure PIN/Password Validation is present as part of secure authentication and privacy for pension member data. | |
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Call Recording Encryption Technology that encrypts recorded calls containing sensitive pension information. |
Call recording encryption referenced as part of PCI and financial compliance support. | |
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Automatic Sensitive Data Masking System that automatically masks or redacts sensitive information (SSN, account numbers) in recordings and transcripts. |
Automatic Sensitive Data Masking/redaction is supported for compliance and privacy in call recordings and transcripts. | |
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Session Timeout Controls Automatic timeout of authenticated sessions after periods of inactivity. |
Session Timeout Controls are included for session security in agent/member applications. | |
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Authentication Success Rate Percentage of authentication attempts that are successful on first try. |
No information available | |
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Fraud Detection Algorithms AI-powered systems that detect potential fraudulent calls or authentication attempts. |
Fraud Detection Algorithms supported through AI/ML add-ons and integrations targeting financial services. | |
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Secure Document Exchange Ability to securely send and receive documents during the call session. |
Secure Document Exchange supported via secure portals and integrations mentioned for regulated pension work. | |
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Compliance Recording Announcements Automated notifications informing callers about call recording for compliance purposes. |
Compliance Recording Announcements (pre-call automated message) are supported for regulatory industries. | |
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Identity Verification Time Average time required to complete member authentication process. |
No information available |
Pension Information Management
(2 Yes /2 Known /13 Possible features)
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360-Degree Member View Unified interface displaying all relevant member pension information, history, and interactions in one view. |
360-Degree Member View supported via CTI screen-pop/integration features displaying all member data to the agent. | |
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Real-time Benefit Calculations Ability to perform on-the-fly pension benefit calculations during member interactions. |
. | No information available |
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Document Access and Management System allowing agents to quickly access, view, and share relevant pension documents and forms. |
. | No information available |
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Contribution History Display Visual representation of a member's contribution history and patterns over time. |
. | No information available |
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Retirement Projections Tools to create and share retirement income projections based on current pension status. |
. | No information available |
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Beneficiary Information Management System for viewing and updating pension beneficiary information during calls. |
. | No information available |
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Service Credit Tracking Tools to view and calculate service credits that affect pension benefits. |
. | No information available |
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Plan Comparison Tools Functionality to compare different pension plan options available to the member. |
. | No information available |
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Tax Withholding Management System for viewing and updating tax withholding preferences for pension distributions. |
. | No information available |
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Information Retrieval Speed Average time to retrieve complete member pension information after authentication. |
. | No information available |
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Historical Transaction Search Ability to quickly search and retrieve historical pension transactions and changes. |
. | No information available |
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Regulatory Compliance Tracking System that flags relevant regulatory requirements during pension discussions (required distributions, contribution limits, etc.). |
Regulatory Compliance Tracking supported by AI and workflow tools that flag statutory triggers and compliance items. | |
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Data Synchronization Frequency How often member pension data is synchronized between systems to ensure accuracy. |
. | No information available |
Agent Assistance and Knowledge Management
(9 Yes /9 Known /13 Possible features)
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Pension Knowledge Base Searchable repository of pension rules, procedures, and guidelines accessible to agents during calls. |
Pension Knowledge Base accessible to agents during calls; referenced in knowledge management and training modules. | |
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AI-Powered Suggestion Engine System that suggests relevant information and next steps based on the context of the pension conversation. |
AI-Powered Suggestion Engine featured for agent assistance/next best action, mentioned in finance/pension material. | |
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Guided Call Scripts Interactive scripts that guide agents through complex pension discussions or procedures. |
Guided Call Scripts for pension/financial calls available as part of agent workflow support. | |
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Real-time Compliance Alerts System that alerts agents to potential compliance issues during pension discussions. |
Real-time Compliance Alerts provided as part of agent assistance and compliance management tools. | |
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Screen Pop Integration Automatic display of relevant pension information on agent screen when call is connected. |
Screen Pop Integration is a core Alvaria feature, directly referencing CRM and pension system integration. | |
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Supervisor Silent Monitoring Ability for supervisors to listen to calls and provide real-time guidance to agents handling complex pension issues. |
Supervisor Silent Monitoring for quality and training is a standard offering. | |
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Call Annotation Tools Functionality for agents to add notes and annotations to member accounts during or after calls. |
Call Annotation Tools offered as agent 'Notes' and disposition recording capabilities. | |
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Dynamic FAQs Frequently asked pension questions that update based on trending member inquiries. |
. | No information available |
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Knowledge Base Search Speed Average time to retrieve relevant pension information from knowledge database. |
No information available | |
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Regulatory Update Notifications System that notifies agents about pension regulation changes that affect member discussions. |
Regulatory Update Notifications to agents are advertised in pension and regulated industry deployments. | |
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Agent Training Modules Integrated training content for ongoing agent education on pension topics. |
Agent Training Modules provided and referenced for ongoing agent compliance and pension knowledge. | |
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Knowledge Base Articles Number of articles in the pension knowledge base available to agents. |
. | No information available |
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Content Freshness Metrics Average age of knowledge base content to ensure pension information is current. |
. | No information available |
Call Recording and Quality Management
(10 Yes /10 Known /13 Possible features)
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Call Recording System that records pension-related calls for quality, training, and compliance purposes. |
Call Recording is a default tool for compliance, training, and quality. | |
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Screen Recording Capability to record agent screen activities during pension interactions for training and quality assurance. |
Screen Recording functionality is included for financial services and quality assurance. | |
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Automated Quality Scoring AI-powered system that scores calls based on predefined pension service quality metrics. |
Automated Quality Scoring, including AI scoring for call compliance, is a documented standard feature. | |
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Speech Analytics Technology that analyzes call content for compliance, sentiment, and pension-specific keywords. |
Speech Analytics (AI-driven) is referenced in quality and compliance solutions for pension inquiries. | |
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Performance Dashboards Visual representations of agent and team performance in handling pension inquiries. |
Performance Dashboards available for both agents and supervisors for KPI and SLA tracking. | |
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Custom Evaluation Forms Configurable evaluation templates specific to different types of pension interactions. |
Custom Evaluation Forms configurable for various pension call scenarios. | |
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Calibration Tools Systems that help standardize quality evaluations across different supervisors and pension call types. |
Calibration Tools available for standardizing supervisor quality reviews. | |
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Recording Storage Duration Length of time call recordings are retained for compliance and quality purposes. |
. | No information available |
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Audio Quality Rating Measurement of the clarity and quality of recorded calls. |
. | No information available |
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Sentiment Analysis Technology that evaluates member emotional state and satisfaction during pension discussions. |
Sentiment Analysis part of speech analytics for member experience and compliance. | |
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Coaching Queues System for flagging calls that require supervisor review or agent coaching on pension topics. |
Coaching Queues: Calls can be flagged for supervisor coaching—referenced in workforce management materials. | |
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Compliance Phrase Detection Automated detection of required compliance phrases in pension-related conversations. |
Compliance Phrase Detection leveraged in call analytics and quality modules for financial and regulatory compliance. | |
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Evaluation Completion Time Average time to complete quality evaluations of pension-related calls. |
. | No information available |
Omnichannel Integration
(10 Yes /10 Known /12 Possible features)
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Channel Switching Ability for members to seamlessly switch between phone and digital channels during pension inquiries. |
Channel Switching between phone, chat, and digital channels is supported as part of the omnichannel platform. | |
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Unified Interaction History Consolidated view of member interactions across all channels related to their pension account. |
Unified Interaction History is supported in customer dashboards and omnichannel histories. | |
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Secure Email Integration System for sending and receiving secure emails regarding pension matters during or after calls. |
Secure Email Integration available as an omnichannel feature for pension-specific inquiries. | |
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SMS/Text Capabilities Ability to send text messages with pension information or links during or after calls. |
SMS/Text Capabilities are available for member notifications and pension updates. | |
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Co-browsing Technology allowing agents to navigate pension web pages together with members during calls. |
Co-browsing is featured to assist members online while on a call. | |
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Video Chat Support Capability to escalate calls to video interactions for complex pension discussions. |
Video Chat Support available for high-touch or complex financial consultations. | |
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Self-service Portal Integration Seamless connection between call center and online pension self-service functions. |
Self-service Portal Integration is a feature for seamless digital/voice experience across pension touchpoints. | |
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Digital Document Sharing Ability to share pension documents digitally during or immediately after calls. |
Digital Document Sharing is supported for sending and receiving pension documents securely. | |
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Channel Consistency Score Measurement of how consistently pension information is presented across different channels. |
. | No information available |
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Social Media Integration Connection between call center and social media communication channels for pension inquiries. |
Social Media Integration is available as part of Alvaria Omnichannel offering. | |
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Mobile App Integration Capability to connect call interactions with pension fund mobile application features. |
Mobile App Integration is supported and referenced in technical solution guides. | |
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Cross-channel Transfer Time Average time required to transfer a member from phone to another communication channel. |
. | No information available |
Reporting and Analytics
(3 Yes /3 Known /13 Possible features)
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Real-time Dashboards Visual displays of current call center metrics and pension inquiry statistics. |
Real-time Dashboards for live KPIs and monitoring are standard in reporting suites. | |
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Historical Trend Analysis Tools to analyze patterns in pension inquiries and call center performance over time. |
Historical Trend Analysis in reporting/analytics is available. | |
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Custom Report Builder System allowing customized reports on specific pension-related call metrics. |
Custom Report Builder is included for tracking pension-related metrics. | |
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Call Type Categorization Ability to categorize and analyze calls by pension topic or inquiry type. |
. | No information available |
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Predictive Call Volume Forecasting AI-powered forecasting of expected pension inquiry volumes for staffing purposes. |
. | No information available |
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Member Satisfaction Metrics Systems for measuring and analyzing member satisfaction with pension-related call interactions. |
. | No information available |
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First Call Resolution Tracking Metrics tracking the rate at which pension inquiries are resolved in a single call. |
. | No information available |
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Service Level Agreement Reporting Tools for measuring performance against defined pension service standards. |
. | No information available |
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Agent Performance Analytics Detailed metrics on individual agent performance handling pension inquiries. |
. | No information available |
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Report Export Formats Number of different file formats available for exporting pension call center reports. |
. | No information available |
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Regulatory Compliance Reporting Specialized reports for demonstrating compliance with pension fund regulations. |
. | No information available |
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Business Intelligence Integration Ability to connect call center data with broader business intelligence platforms. |
. | No information available |
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Data Retention Period Length of time detailed call analytics data is stored and available for reporting. |
. | No information available |
Integration Capabilities
(11 Yes /11 Known /13 Possible features)
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Pension Administration System Integration Direct connection to the core pension administration system for real-time data access. |
Pension Administration System Integration is a principal value proposition and highlighted in industry vertical materials. | |
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Customer Relationship Management (CRM) Integration Seamless connection with CRM systems to manage member relationships and interactions. |
CRM Integration (Salesforce, Dynamics, etc.) is a well-documented feature. | |
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Document Management System Connection Integration with document repositories for accessing and managing pension documents. |
Document Management System Connection is referenced for document access and pension records management. | |
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Workflow Management System Integration Connection to workflow systems for initiating and tracking pension-related processes. |
Workflow Management System Integration is part of process automation and case handling for pensions. | |
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API Availability Presence of application programming interfaces for custom integrations. |
API Availability (REST, SOAP) is offered for custom pension system integrations. | |
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Single Sign-On (SSO) Capability Ability for agents to access multiple pension systems with one authentication. |
Single Sign-On (SSO) is supported for agent systems. | |
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Data Synchronization Frequency How often data is synchronized between the call center and integrated systems. |
. | No information available |
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Third-party Calculator Integration Connection to specialized pension calculation tools and financial modeling systems. |
Third-party Calculator Integration used for financial calculators and pension projection tools. | |
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Payment Processing Integration Ability to connect with systems that process pension payments and contributions. |
Payment Processing Integration available with pension payment and contribution systems. | |
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Number of Pre-built Integrations Quantity of ready-to-use integrations with common pension management systems. |
. | No information available |
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Integration Development Toolkit Availability of tools and documentation for building custom system integrations. |
Integration Development Toolkit with APIs and documentation is advertised. | |
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Data Transformation Capabilities Tools for mapping and transforming data between different pension systems. |
Data Transformation tools available for data mapping between pension systems. | |
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Integration Monitoring Systems for monitoring the health and performance of system integrations. |
Integration Monitoring tools are included for health/status of external connections. |
Workforce Management
(12 Yes /12 Known /13 Possible features)
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Automated Scheduling System that creates agent schedules based on projected pension call volumes and patterns. |
Automated Scheduling is a notable part of workforce optimization capabilities. | |
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Skills Management Tools for tracking and assigning agents based on specific pension expertise areas. |
Skills Management referenced for agent scheduling and pension expertise assignments. | |
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Schedule Adherence Monitoring Real-time tracking of agent adherence to scheduled activities. |
Schedule Adherence Monitoring is standard in workforce management suite. | |
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Vacation/Time Off Management System for managing agent time off requests while maintaining appropriate coverage. |
Vacation/Time Off Management modules included for WFM. | |
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Performance Scorecards Customizable metrics tracking key performance indicators for pension call handling. |
Performance Scorecards included for agent KPI tracking. | |
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Gamification Features Elements that motivate agents through achievement recognition and healthy competition. |
Gamification Features mentioned as part of agent motivation suite. | |
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Training Management Tools for scheduling and tracking completion of pension-specific training. |
Training Management for pension-specific skills and ongoing compliance training. | |
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Agent Self-Service Portal Interface allowing agents to view schedules, request changes, and access performance data. |
Agent Self-Service Portal for viewing requests, performance, and scheduling. | |
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Forecasting Accuracy Measurement of how accurately the system predicts pension call volumes. |
. | No information available |
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Schedule Optimization Systems that fine-tune schedules to balance member service needs and agent preferences. |
Schedule Optimization through workforce optimization solutions. | |
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Remote Agent Support Features specifically designed for managing remote or home-based pension agents. |
Remote Agent Support is foundational for cloud-based and hybrid deployments. | |
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Certification Tracking System for monitoring required pension certifications and credentials by agent. |
Certification Tracking available for compliance and credential monitoring. | |
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Intraday Management Tools Capability to adjust staffing and resources during the day based on actual call patterns. |
Intraday Management tools available for real-time workforce adjustments. |
Technology Infrastructure and Security
(10 Yes /10 Known /13 Possible features)
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Cloud Deployment Option Availability of cloud-based implementation for scalability and flexibility. |
Cloud Deployment Option is the core of Alvaria Cloud. | |
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On-premises Deployment Option Ability to deploy the system within the pension fund's own data centers. |
On-premises Deployment Option is offered as an alternative to cloud. | |
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Hybrid Deployment Support Support for mixed deployment models combining cloud and on-premises components. |
Hybrid Deployment Support for cloud/on-prem mix is supported. | |
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Disaster Recovery Capabilities Systems and procedures to maintain operations during technical failures or disasters. |
Disaster Recovery Capabilities included as part of cloud and on-prem offering. | |
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System Uptime Guarantee Contractual availability commitment for the call center system. |
. | No information available |
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Data Encryption Encryption of sensitive pension data both in transit and at rest. |
Data Encryption is referenced (at rest and in transit) for all sensitive pension data. | |
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SOC 2 Compliance Adherence to Service Organization Control 2 security standards. |
SOC 2 Compliance certification offered for Alvaria Cloud. | |
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Role-based Access Controls Security structure limiting system access based on job roles and responsibilities. |
Role-based Access Controls are configurable in user/admin security. | |
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Penetration Testing Frequency How often the system undergoes security penetration testing. |
. | No information available |
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Multi-tenant Architecture System design that securely separates data between different organizational users. |
Multi-tenant Architecture is used to support different organizational pension users securely. | |
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System Performance Monitoring Tools for real-time monitoring of system health and performance metrics. |
System Performance Monitoring available for real-time status on cloud and on-prem systems. | |
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Scalability Capacity System's ability to scale to handle increased pension member call volume. |
. | No information available |
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Audit Logging Comprehensive tracking of all system activities for security and compliance purposes. |
Audit Logging for complete activity tracking is part of compliance operations. |
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