Articles from Alorica

CUSTOMER CONTACT WEEK -- Alorica, a global leader in customer experience and digital transformation services, today announced a strategic partnership to bring Crescendo’s AI-native customer experience platform to all current and prospective clients. The partnership addresses a critical market gap: enterprises struggle to operationalize AI across live channels such as voice and chat, where human judgment, context, and seamless handoffs remain essential.

Alorica Inc., a global leader in digitally-powered customer experiences (CX), achieved Gold in the 5th Annual Globee Disruptor Awards in the Business Products & Services Industry Disruptors category for evoAI, its next-generation conversational AI solution. The company developed evoAI to challenge outdated automation models and deliver scalable, emotionally intelligent support. Through Alorica IQ, the company’s innovation incubator, Alorica continues to create intuitive technologies that help brands turn CX into a competitive advantage.

Alorica, a global leader of next generation customer experience solutions, and Genesys®, a global cloud leader in AI-powered experience orchestration, together, are enabling brands to drive deeper customer loyalty and improved business outcomes through the transformative potential of AI. To help enterprise clients worldwide offer seamless omnichannel experiences, Alorica has implemented Genesys Cloud CX® for its extensive AI and digital capabilities, track-record of innovation and proven resiliency, security and scalability. Coupled with Alorica’s managed services, scalable workforce, curriculum-as-a-service and award-winning analytics, Genesys bolsters Alorica IQ--the CX provider’s digital foundry--to deliver outcome-based technology solutions that map and solve customer pain points.

Alorica, a global leader of next-generation customer experience solutions, announced today a new partnership with Automation Anywhere, a leader in Intelligent Automation that puts artificial intelligence (AI) to work across every aspect of an organization. With Automation Anywhere’s leading capabilities in GenAI-powered Intelligent Automation, Alorica will seamlessly integrate its customer-centric approach, forging a powerhouse alliance that aims to improve efficiency, personalization, simplicity and satisfaction simultaneously. This collaboration further strengthens the suite of technology-enabled offerings by Alorica IQ – the company’s digital foundry focused on delivering outcome-based solutions that map and solve customer pain points, transforming the customer’s journey through next-level Customer Experience Management (CXM) services.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, has received its third Silver Stevie® Award for Minority-Owned Business of the Year. This marks Alorica's fifth accolade in this supplier diversity category, underscoring the company's longtime dedication to diversity, equity, and inclusion (DE&I) as part of its core differentiators. Alorica previously won the Bronze Stevie® in 2018 and 2019 before securing the coveted Silver Stevie® in 2021 and 2022.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced that it has earned a Gold Stevie® Award for its Achievement in the Use of Data & Analytics. Alorica’s award-winning Interaction Analytics leverage customer interaction data (voice and text) to extract actionable business intelligence targeted at solving problems, driving operational efficiencies, gaining customer insights, increasing loyalty and delivering positive and impactful recommendations. Key features and benefits of Alorica’s data & analytics include customer sentiment analysis, quality assurance automation, fraud detection and identifying opportunities to improve call routing and digital solutions, such as AI and virtual assistants.

Making Lives Better with Alorica (MLBA), the non-profit partner to Alorica Inc., a global leader in next-generation customer experience (CX) solutions, recently released its 2022 MLBA Impact Report, highlighting a year of non-profit partnerships, grassroots fundraising and crisis relief. Alorica’s support of MLBA is part of an ongoing commitment to empower employees to lead the company’s Corporate Social Responsibility (CSR) initiatives, which includes programs under three pillars—People, Philanthropy and Planet. In 2022, 44% of eligible Alorica employees donated to MLBA, raising nearly $600,000 and awarding over 1,000 grants that totaled $800,000 to help team members, their families, communities and other local nonprofits around the world. When Hurricane Ian struck South Florida and Typhoon Noru hit the Philippines, Aloricans banded together to donate over $40,000 to help victims rebuild their lives.

For its second year in a row, Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, earned the Silver Stevie® Award for Minority-Owned Business of the Year. This is the fourth Stevie Awards recognition for Alorica in this category, highlighting the company’s ongoing focus on, and leadership in, DE&I (diversity, equity & inclusion) initiatives. The win also affirms Alorica’s alignment with clients’ desire and commitment to source from diverse suppliers.

Alorica Inc., a global leader in customer experience (CX) solutions, today announced the addition of Mike Clifton as Executive Vice President and Chief Information Officer (CIO). Clifton assumes responsibility for the company’s global information technology (IT) organization and initiatives, overseeing the design and delivery of digital technologies and strategies for Alorica’s continued success.