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Alorica Inc. (www.alorica.com), one of the premier providers of outsourced customer contact management services, announced today that it has been named a winner of the 2010 Product of the Year Award for both Alorica Analytics, its proprietary, state-of-the-art analytics tool, and Helix by Alorica®, their web-based technology management service platform. The accolades were presented by TMC’s Customer Interaction Solutions (CIS) magazine, a publication that covers the call center industry.
“Today, achieving business longevity means being able to accurately measure, understand and refine your marketing and customer care initiatives,” says Andy Lee, CEO of Alorica. “Alorica Analytics gives our clients a clear, accurate view of their performance across multiple campaigns. They can then use this data to make more informed decisions about customer service, product design and business development, thus increasing their odds for success in these areas. Helix by Alorica® provides a comprehensive software suite whose unique web-based architecture bridges CRM support from the front-end to the back-end and across the entire enterprise. Helix by Alorica® is comprised of solution components which can be implemented independently or integrated as one or multiple solutions. Clients may choose the scope of solutions best fitting their specific situation, creating Alorica's value-added proposition.”
Developed by internal technologists, Alorica’s state-of-the-art analytics tool seamlessly consolidates customer data from multiple sources into an intuitive graphical interface, enabling analysis and comparison of metrics from different campaigns and initiatives. The application has a dashboard view that allows Alorica and its clients to secure an instant, high-level snapshot of Key Performance Indicators (KPI’s) for all aspects of any client programs. Alorica Analytics provides limitless drill-down reporting capabilities that enable personnel to review, summarize and understand performance trends, issues and resolutions for why customers call, when customers call, customer and product dispositions, and campaign handling data. Other features include customized reporting, multi-level security and detailed “scorecards” of metrics pertaining to agent, team and program attendance, quality, attrition and performance.
Helix by Alorica® (HbA) is an integrated, web-based enterprise software suite of Customer Relationship Management (CRM) and Supply Chain Management (SCM) applications, as well as service automation solutions. HbA acts as an automation tool and enabler of end-to-end e-business, service and customer care solutions. In addition, HbA offers a data analysis tool that is revolutionizing reporting standards, as it accurately transforms transactional and statistical data to business intelligence in real-time. In this capacity, HbA can provide corporate initiatives with future customer predictive behavior patterns, Return-on-Investment (ROI) on product support costs, as well as customer/product lifecycle information for an organization to decide how it wants to provide service versus what type of service it needs to provide. Being 100% web-engineered, there are no accessibility limitations in terms of place or time for HbA's data analysis tool, or any other component of the software suite.
Companies were selected to receive the Product of the Year award on the basis of their vision, leadership and diligence. Customer Interaction Solutions has recognized the most groundbreaking products across the call center industry for the past 13 years.
Lee adds, “Alorica is incredibly honored to receive these prestigious awards, and we are even more proud of our ability to provide our clients with the insights they need to generate more sales, build long-term customer loyalty and enhance brand value. Alorica Analytics and Helix by Alorica® represent our commitment to continue to do the right thing for our clients, year after year.”
A complete list of 2010 Product of the Year winners will be published in the January 2011 issue of Customer Interaction Solutions magazine (www.cismag.com).
About Alorica Inc.
Alorica is a global leader in delivering BPO Customer contact management solutions. Alorica provides a variety of advanced customer contact management solutions such as customer care, technical support, sales, collections and social media services for Fortune 1000 companies mainly in the communications, technology, media, financial services, government, healthcare, automotive, retail and consumer product verticals. Alorica's specialty is providing flexibility to its clients while delivering high quality service. Headquartered in Chino, California with nearly 20,000 employees housed in 34 global contact management centers, Alorica provides unprecedented client support and attention. Alorica supports several customer communication channels including voice, email, chat and social media from onshore, near shore and offshore facilities. Additionally, Alorica provides fulfillment services and reverse logistics services through its U.S. logistics centers. For more information, please visitwww.alorica.com.