Alvaria is a leading global provider of fully integrated consumer engagement, workforce optimization, and self-service omni-channel solutions. Alvaria was created through the merger of Aspect and Nobel in 2021. Aspect is a long-time Amazon APN Advanced Technology Partner and in 2018 integrated its enterprise-class Workforce Optimization solution with Amazon’s cloud-based contact center Amazon Connect. This integration helps Amazon Connect users easily and accurately forecast and schedule agent staff.
Now Alvaria is extending its AWS cloud offering to voice services. Alvaria relies on Voipfuture’s voice quality assurance solution Qrystal for its hosted contact center solutions. Qrystal helps Alvaria to keep voice service quality under control by providing accurate service performance data and enabling efficient operations. As Alvaria’s trusted voice quality assurance vendor, Voipfuture was asked to provide Qrystal also for AWS. The AWS solution consists of three Qrystal probes in three different availability zones and one dedicated Qrystal Manager in the AWS cloud to monitor up to 3000 concurrent calls in the peak hour. The system generates roughly 1000 USD of revenue for AWS per month. Qrystal for AWS helps Alvaria to verify service and network performance in the AWS cloud for inbound and outbound calls, routes, destinations and individual agents. Furthermore, Qrystal’s accurate data on all live calls provides the reliable foundation for AI/ML services, such as anomaly detection.