Flexibility and At-Home Solutions Help Maintain Continuity Amidst COVID-19.
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Insanely great customer experiences start with agents having the answers they need at their fingertips. With one simple interface, AVA™ Agent Assist eliminates time wasted searching and browsing.
Your agents receive proactive information and next best actions to reduce handle time, expedite after-call-work time and improve agent engagement.
Next-best actions and real-time shortcuts proactively put your customers’ needs first.
Systematically recognizes and updates all key interaction impacts into conversation notes.
In-app automations perform tasks and capture customer information inside any integrated application—without leaving the Agent Assist interface.
Script adherence monitoring makes it easy to manage customer conversations with suggested corrections to ensure agents stay on script.
Escalation assistance identifies warning signs early, providing automated escalation summary points to safeguard customer satisfaction.
With billions of interactions under our belt, we understand which interactions will drive KPI performance with the use of Alorica’s Agent Assist. And we stand up pilots to prove initial value and optimize the platform to deliver the best results.
Every interaction is an opportunity to train our Agent Assist platform. Our agents act as knowledge engineers by continuously scoring results and suggesting updates.
We work seamlessly with training, quality, and workforce management to optimize across the entire operational model—maximizing value and effectiveness.
AVA Agent Assist can incorporate speech and text analytics to rapidly train and optimize delivery and identify new use cases.
We know where you’re coming from because we have the same needs, too. And we rely on Agent Assist with our own agent onboarding to make our business the best it can be.
AHT improvement six months after Agent Assist launch
Improvement in first call resolution
Handle time improvement using Alorica agent assistant
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.