Hosted Contact Center Solutions

Create Better, Differentiating Experiences for Customers 

Our hosted solutions use a cloud-based delivery model while integrating multi-channel communications, inbound and outbound call center products, and CRM in order to provide everything needed to deliver great customer experiences. This set of cloud-based applications and cloud-based infrastructure provides flexibility, stability, and scalability.

Combined with our robust contact performance management and analysis tool, Alorica Analytics, we drive consistent, better performance across all channels and interactions.

Alorica’s Hosted Contact Center Solution includes:

  • Multi-channel interaction (Chat, eMail, SMS, Web, Co-Browse)
  • ACD / PBX
  • Dialers
  • IVR with multilingual speech
  • CTI
  • Voicemail
  • Call recording and analytics
  • Quality management
  • Integration into CRM
  • Knowledge management
  • workforce management
  • Web-based reporting
  • Alorica Analytics
  • Alorica’s Helix

Opportunity Created – Results Delivered

Alorica helped one of its clients meet the immediate need for a high volume of interactions through a hosted solution that identified the caller, validated eligibility, and then processed the claim without speaking with an agent. At the busiest point of 100,000 calls, the Alorica IVR routed less than 0.5% of the calls to a busy signal – far less than the client’s and another provider’s solution.

Alorica provides a membership association client with hosted CRM case and email management, workflow management, speech enabled IVR, and telephony solution that are integrated with customer care and back office processing to manage over 1.1 million contacts annually.

Clients that trust us with their hosted contact center infrastructure include Fortune 500:

Fast food restaurant businesses, Financial services firms, Travel and tourism businesses, Technology firms

Alorica operates its Hosted Contact Center solution in a HIPAA Compliant, PCI Level 1 Certified and SSAE6 (previously known as SAS 70) Certified environment.

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