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CX Outsourcing: The Trends, Benefits, & Providers

Prominent customer experience BPOs discuss the benefits of outsourcing, trends within the space, and more
Published on May 29, 2024

Nowadays, customer experience BPOs offer much more than additional customer service delivery. As core capabilities, they may provide customer and agent experience design, digital innovation, and lifecycle engagement services. Moreover, the crème de la crème offers all this across many industries and knows how to best leverage the solutions of numerous CX vendors.

[Edited] This month, Max Schwendner, Co-CEO of Alorica, participated in CX Today’s roundtable to discuss the current state of CX outsourcing, industry trends, benefits, and more. Below is what Schwendner shared.

BPOs Focus on Delivering Value Via AI

Schwendner: The acceleration of AI sophistication, adoption, and comprehension will continue to transform the CX outsourcing market in a remarkable way.

AI, ML, and RPA have long been used in CX to simplify and automate repetitive processes. However, with advances in models that not only automate but also learn, Alorica and its clients are blowing through the limitations of CX. For example, accurate, cost-effective mass personalization initiatives are more achievable than ever. Also, consider real-time translation. That is highly beneficial, given the increasing demand for multilingual CX support as brands globalize.

In legacy CX, multilingual queues have proven limited in terms of where a service can be delivered, who delivers it, and the known high costs. However, Alorica IQ just launched ReVoLT (Real-time Voice Language Translation), an exclusive AI-powered solution that provides seamless experiences regardless of the language of the customer or agent. It’s a first-of-its-kind in the CX space. 24 months ago, that wouldn’t have been achievable.

Enjoy Bespoke Services & Solutions

Schwendner: When clients choose to work with a BPO like Alorica, they gain greater data analytics and insight – in addition to a harmonized and optimized global operating model. Moreover, they can access bespoke digital solutions tailored to their unique business priorities while addressing tomorrow’s needs today.

At Alorica, our core competency is a proven track record of excellence in the execution and integration of technology. As a result, clients receive better, more consistent customer engagement outcomes. Lastly, as Alorica handles customer conversations, brands can singularly focus on delivering the best product or service. All the while, it maintains customer satisfaction, efficiency, cost savings, and long-term loyalty rates.

Alorica

Schwendner: Alorica acts, thinks, and looks different from other CX partners. While we are a scaled global player that processes over two billion interactions annually with 100,000 employees across 19 countries, we’re also uniquely positioned as a privately held, minority-owned CX provider. We’re more agile, fiercely disruptive, and entrepreneurial. Moreover, we’re solely focused on innovating and delivering for our clients now and into the future rather than diverting our attention to competing priorities, such as mergers and public shareholders.

We are committed to building today for tomorrow’s CX needs, investing in next-gen technology (like ReVoLT), opening in new markets, and nurturing an inclusive environment where employees of all backgrounds can grow.The good news for us is that each day, we are partnering with more and more brands that think the way we do and are gravitating toward a nimble, tech-first CX partner to solve their needs.

Read the full article, here.

 

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