Makati, 1227,
Philippines
Trends & Technologies
Trends & Technologies, a prominent reseller, system integrator, and consulting company, that plays a vital role in numerous system integration and digital transformation initiatives. Trends & Technologies collaboration with software players such as Alvaria empowers organizations to embrace disruptive technologies and accelerate their journey to the cloud, thus reshaping their business models.
| Reseller and SI | Vendor | Application | Category | Market |
|---|---|---|---|---|
| Trends & Technologies | Alvaria | Alvaria Quality (formerly Aspect Performance) | Call Tracking and Recording | CRM |
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Product | Category | When | Insight | Insight Source |
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Union Bank of Philippines | Banking and Financial Services | 8510 | $1.4B | Philippines | Alvaria | Alvaria Quality (formerly Aspect Performance) | Call Tracking and Recording | 2018 | In 2018, Union Bank of Philippines deployed Alvaria Quality (formerly Aspect Performance) as a foundational component of its Contact Center strategy, targeting centralized omni channel interaction handling across its Philippines customer service and banking operations. The initiative was part of a broader deployment of Aspect Alvaria contact center capabilities to standardize monitoring and quality workflows across voice and digital channels. Alvaria Quality was configured to provide interaction recording, quality monitoring, evaluator workflows, scorecards, and consolidated reporting, aligning quality management with contact center performance processes. The implementation emphasized evaluation automation and centralized scorecarding to surface agent coaching opportunities and to standardize service level oversight. The project integrated Alvaria Quality with the bank s customer experience platform CXP, auto dial functionality and workforce tools to unify interaction routing, outbound dialing and staffing processes. The deployment was executed with channel partner Trends & Technologies, tying quality controls into the omni channel contact center stack and workforce management routines. Governance changes included centralized interaction handling and standardized evaluation processes for the banking customer service function, with rollout across Union Bank s Philippines operations. The stated objective was to improve service levels and agent performance through consolidated quality monitoring and integrated workforce orchestration. |
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Buyer Intent: Companies Evaluating Trends & Technologies Services
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