Flexibility and At-Home Solutions Help Maintain Continuity Amidst COVID-19.
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Better, more consistent, and effective CX, built on a rock-solid Knowledge foundation
Alorica’s highly effective Knowledge Management solution enables a digital foundation for creating more consistent and efficient customer experiences, powered by AI, ML and NLP.
Including lower handle times, higher first-contact resolution, and less customer churn.
With faster speed-to-proficiency, increased knowledge retention and lower agent turnover.
Decreased costs for new hire training and upskilling existing agents.
A detailed analysis of your current knowledge management ecosystem with targeted optimization recommendations.
Ensuring knowledge systems are up to date by evaluating and removing outdated content and applying meta tags for effortless retrieval.
Blending management and technology to aggregate, index, and synthesize content from multiple knowledge systems into a single, searchable interface.
Providing the database, search, management to ingest/index/source knowledge based on active listening at the point of need.
Alorica offers three different product tiers depending on your knowledge management stage: services only, automation and services and end-to-end services.
We know the market, industry, and your business. We recognize your challenges and can implement a knowledge management solution that’s right for you.
We process 2 billion customer interactions every single year, so we’ve learned from plenty of experience what knowledge management content will enable the best digital foundation.
We provide a powerful combination of people, process, and technology. Alorica’s full-service services are designed to deliver on your future digital transformation initiatives and business outcomes.
Reduction in product returns for retailer by onboarding 60+ equipment manufacturer instructions into product knowledge system for end-to-end technical support
AHT improvement six months after agent assist launch
Improvement in first call resolution with Agent Assist deployment
Handle time improvement using Agent Assist
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.