IRVINE, Calif. (November 30, 2017) – Alorica, the world’s third largest provider of customer engagement solutions, today announced the opening of its newest site in Tianjin, China, and plans to open a new site in Sendai City, Japan in January 2018.
These latest strategic moves reflect Alorica’s commitment to grow its global delivery network in key international locations, increase and diversify language flexibility, and provide in-country solutions to multinational brands expanding into new markets.
“Alorica is a valued partner to many of the world’s most respected brands who look to us as their global provider of insanely great customer experiences,” says Alorica CEO and Chairman, Andy Lee. “Our plan next year is to continue our global expansion strategically into vital international markets. This will enable us to offer clients a follow-the-sun strategy supported by many languages that fully leverages our global reach and scale. We look forward to our continued expansion and international growth next year.”
The company began operations at its Tianjin location, a 49,000-square-foot center in the TEDA Zone of Tianjin, this week. Today, the Alorica Tianjin center employs 200 full-time customer engagement experts who provide technical support in Mandarin on behalf of a multinational client. Alorica first expanded into China in May 2016, with the launch of its center in Dalian. Alorica plans to open a 55,000-square foot customer engagement center in Sendai City, Japan in January 2018. This next Asia-based location will open with 200 technology experts fluent in Japanese.
Alorica’s expansion in China and Japan follows the company’s recent announcement to enhance its advanced data analytics and CX intelligence capabilities. The Alorica advanced data analytics and CX intelligence technology positions clients to improve the consumer experience in their voice channel by solving customer problems faster on the first call, reduce call volume and costs by identifying ineffective self-serve tools and broken processes, and lower churn by engaging potential detractors identified by common calling and speech patterns. The technology automatically surfaces intelligence from millions of recorded calls, using sophisticated conversational analytics to identify, group and organize the words and phrases spoken during calls into themes, helping reveal trends and areas of opportunity or concern.
As a global industry leader, Alorica delivers customer engagement excellence to 25 of the Fortune 50 healthcare companies, six of the 10 largest financial institutions, four of the five largest telecommunications companies, and five of the largest retail companies. Nearly 70 percent of Alorica’s business comes from Fortune 500 brands in a variety of verticals, including healthcare, media and entertainment, technology, communications, financial services, retail and consumer goods, travel and hospitality, and transportation.
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