alorica

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Customer Journey Mapping
Get clear visibility into what customers want, how they work, and where you can improve.
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What We Do

See the full picture of your customer experience
We show you what drives customers to reach out, where they get stuck, and how to make things smoother at every step.

The Alorica Difference 

Partner with Alorica for real impact
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Know exactly what's happening

We analyze how customers move through your workflows and what they need, then we help you serve them better

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Build for the long haul

Your customer experience strategy should grow with your business. We make sure voice and digital channels work together to support your goals

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Cut costs, not corners

One client reduced costs by 15-20%, saving over $1M a year by optimizing their digital channels. We now handle 100% of their calls.

Custom Solutions for Every Step of the Customer Journey

Use analytics and AI to spot problems, make smarter decisions, and improve how customers experience your brand.
Analyze end-to-end customer demand, identify call drivers, and minimize friction across contact channels. 
Assess customer engagement and pinpoint optimization opportunities at key touchpoints. 
Gain insights into support interactions across all touchpoints, driving resolution and self-service improvements. 
Illustrate each step of the customer experience, identifying strengths and improvement areas for different customer segments. 

Access a clear view of customer behavior across channels, including demand breakdowns and pain points.  

Identify and resolve issues in customer navigation through preferred channels. 

Evaluate agent performance, focusing on First Contact Resolution (FCR) and Average Handling Time (AHT). 

Implement a tailored roadmap that aligns with your business objectives. 

Gain deep insights into customer preferences and behaviors to enhance satisfaction and retention. 

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Solutions for Every Industry

Vertical expertise that moves the needle
BFSI (1)
Travel & Hospitality  

Make booking easier, solve problems faster, and give guests reasons to come back. When every interaction feels effortless, loyalty follows.

Telco
Technology 

Cut through the complexity. We help customers find answers quickly across phone and digital channels, so they solve problems on the first try and enjoy the experience.

Travel
Insurance 

Whether it's a claim, renewal, or quick question, we help policyholders get what they need without the runaround. Faster service means happier customers who stick around.

Make booking easier, solve problems faster, and give guests reasons to come back. When every interaction feels effortless, loyalty follows.

Cut through the complexity. We help customers find answers quickly across phone and digital channels, so they solve problems on the first try and enjoy the experience.

Whether it's a claim, renewal, or quick question, we help policyholders get what they need without the runaround. Faster service means happier customers who stick around.

Results You Can Measure

100%

Platform availability for a national media company with enhanced connectivity and faster issue resolution

12,000+

B2B customers connected through seamless digital and voice integration for a telecom provider

18%

Retention boost for a beauty brand using AI self-service across voice, chat, and email 

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Ready to Get Started?

Ready to take your business to the next level? Discover the difference customer journey mapping can make to your bottom line. 

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST), NMLS 950746. Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.

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