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.
Powered by Genesys’ leading AI technology, Alorica offers smarter automation, personalization and optimization on behalf of some of the most progressive companies in the world. Currently, Genesys Cloud CX is supporting thousands of Alorica employees in delivering exceptional results for its first wave of global clients spanning diverse industries including fintech, retail, gaming, telecommunication, public sector and more. Some of these initial wins include:
- Established a more reliable Contact Center as a Service (CCaaS) platform for a national media company with 100% availability from improved connectivity and a more efficient process to resolve issues quickly
- Successfully added digital channels to supplement voice services for a major telecommunication provider, giving 12,000+ B2B customers the ability to communicate seamlessly through their preferred channel on a single platform that supports all interactions
- Deployed self-service AI tools to supplement voice and chat for after hours and added email capabilities on behalf of a well-known beauty & skin care company, which led to an immediate 18% customer retention increase; next year’s plans include launching agent assist, generative AI voice and chat summaries