alorica

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Omnichannel

When CX syncs across channels and delivers a personalized, seamless and consistent experience, well, that’s just omni-powerful
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Desired Outcomes… Delivered

Alorica’s omnichannel solution isn’t only great for the customer, but can help you rapidly deploy new technology, talent and operational models while simultaneously reducing risk and improving efficiency.
Loyalty & Engagement
Loyalty & Engagement
Alorica’s omnichannel solution builds customer satisfaction, loyalty, and long-term value through scalable, cost-efficient and secure implementations.
Efficiency & Optimization
Efficiency & Optimization
Efficiently establish and scale the latest CX solutions through a single interface at a fraction of the cost of building standalone operations.
Continuity
Continuity
Merge award-winning operational execution and best-in-class workforces with a cloud-based, omnichannel platform.

A New Era of Customer Experience

Engage with customers on their channel of choice without losing context
  • Unify your digital channels by leveraging a platform with complete customer context and easy elevations to meet your customers on their channel of choice
  • Improve delivery and efficiency with the best technology, most talented people, and overall operational excellence
  • Tailor a personalized experience by putting historical customer data and context at the agent’s fingertips to resolve queries faster
  • Remove the complexity from deploying omnichannel solutions with a flexible and intuitive platform to deliver better CX at a lower cost
  • An all-in-one solution to provide support across a wide range of communication channels, such as email, web chat, SMS and popular messaging apps, plus social media listening capabilities, chatbots and customer surveys

AVA, the Alorica Virtual Assistant® delivers speed, efficiency, and accuracy—and gives your customers the ability to seamlessly connect with your brand 24/7.

Deflect calls from IVR to digital text-based channel (chat, social, SMS) to increase agent efficiency, reduce telco costs and meet customers where they prefer to receive support.

Point your customer to the best fit agent seamlessly through voice, digital, or social channels.

With AVA Agent Assist, your agents get the help they need right when they need it, with the just-in-time information your customers are counting on.
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Results You Can Measure

10%

Increase in customer satisfaction rates for a leading multi-national media corporation

25%

Increase in customer use of self-service options, resulting in a 10% customer satisfaction rating increase for a large telecommunications provider

21%

Reduction in year-over-year contact minutes for a leading consumer electronics manufacturer

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Ready to Get Started?
Whether you want a turn-key solution, or you’re interested in combining existing protocols with our omnichannel platform—we’ve got you covered.
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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.

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