Gary Levy is settling in as channel leader at Alvaria, the global enterprise contact center solution provider. He previously held leadership positions at Semafone, Oracle and Avaya.

Alvaria powers customer contact and workforce engagement for more than 2 million agents. The company is positioned to help partners deliver high-touch customer service, Levy said.  

Alvaria’s Gary Levy

“I have been fortunate over my career to work under some fantastic channel and sales executives who have taught me to always be innovating and communicating in this role,” he said. “I have managed organizations of all types within the channel landscape and had to develop multiple strategies which changed often due to economic or industry forces. By keeping up on the latest trends and engaging top channel consultants over my career, it has allowed me to be very clear in what I need to do here to evolve and grow the Alvaria ecosystem. Alvaria brings to market a unique enterprise value proposition for [customer experience] that would be a compliment to most any partners portfolio.”  

Solution providers and channel partners need to adapt to an evolving ecosystem, and experts say it’s imperative that partners stay abreast of how customers want to buy and from where and whom they want to buy. 

“I am currently in the listening mode with our partners and alliances to understand what they are looking for from us to be able to engage and excel in our partnership. We currently have a strong partner program that with some modernization can be attractive to all types of relationships,” Levy said. 

A 3-Pronged Approach to Contact Center Customer and Employee Experience

Alvaria officials said the company has different points of influence in its sales cycle and wants to continue to reward those interactions in a more frictionless way. It is building an ecosystem of solution partners that may look different than what it has in the past. Its primary goal is to have solutions in places where the customers want to buy, whether that be technology marketplaces, MSPs, TSDs or traditional resellers.

The company said it will roll out an enhanced portal in the third quarter that will provide additional self-service and real time metrics for partners to run their businesses. 

“The breadth and depth of our alliance ecosystem brings forth confidence to the customers that their solutions will work well with support of our partnerships. We have a three-pronged approach crafted to help our customers overdeliver on their customer and employee experience goals while maximizing efficiency and reducing cost,” Levy said.

The three-pronged approach for the contact center company includes expanding channels, intelligence and data access with improved reliability, security and APIs in a modern, intuitive interface customers have come to expect, he said. 

Alvaria is trusted by four of the five top commercial banks, eight of the 10 top telecom providers, all six of the top airline carriers, four of five of the top tech companies and four of five of the top Forbes global companies, according to the organization’s statistics. The company invests 12% in R&D annually and has more than 700 worldwide patents or patents pending. 

Furthermore, Alvaria is focused on improving the employee experience. This means providing contact center tools that improve productivity and prevent workers from getting caught up in repetitive and tedious tasks like retrieving, processing, scheduling, aggregating, importing and/or exporting data.  

“We continue to reimagine the CX workforce that is challenging the enterprises to retain and attract talent,” Levy said. “We are focused on AI-driven customer service by expanding the use of artificial intelligence to enable enterprises to improve engagement and scale the level of service without needing to add people. Robotic process automation (RPA) helps innovative enterprises drive improved operational efficiencies. Proactive strategies lead to lower operational costs through call deflection and improved customer loyalty and sales.”