Susan Terry, SVP and Head of Product at Alvaria, joins Get Out of Wrap for a wide-ranging conversation about the death of "outbound" and the rise of proactive customer outreach.
Drawing on decades spent leading product transformation across the graphic arts, advertising, and contact center industries, Susan explains why she believes the language we use — outbound vs. outreach — reveals a deeper shift in how businesses should think about customer experience.
She unpacks how Alvaria was built from the merger of legacy platforms Noble and Aspect, why enterprise-scale compliance remains its biggest differentiator (the company powers outreach for 50–60% of the world's largest banks), and how its new "infrastructure as a service" model — already live with partners Zoom and Parloa — lets any business plug in compliant, orchestrated outreach without needing a traditional contact center at all.
The conversation also dives into the decentralization of the contact center, why premise-based systems aren't going anywhere despite the cloud narrative, and how agentic AI is reshaping outbound faster than almost any other part of CX — replacing IVRs, learning from human-in-the-loop supervisors, and opening up use cases most companies haven't even considered yet.
If you've ever wondered why your business is still reacting to customers instead of reaching them first, this episode will change how you think about outreach for good.
- 0:00 – Welcome & Introducing Susan Terry
- 1:38 – Susan's Career Journey Across Industries
- 5:49 – Joining Alvaria: Uniting Noble and Aspect
- 8:42 – Who Is Transformation Really For?
- 11:03 – From Outbound to Proactive Outreach
- 13:40 – Outreach as Infrastructure: Partnering with Zoom and Parloa
- 26:42 – Compliance as a Competitive Advantage in Financial Services
- 29:29 – Helping Customers Find Their Proactive Use Cases
- 36:20 – Legacy Tech Stacks, Cloud, and the Case for Premise
- 42:26 – Agentic AI and the Future of Outreach
•44:45 – Closing Thoughts