Intelligent Automation

Automated processes and workflows with guided intelligence help agents meet—and exceed—customer expectations.

A marvelous marriage of man and machine

Intelligent automation isn’t just about technology—it’s about what technology enables our people to do. Discover the advantages of automation, and how these solutions lead to happier agents, happier clients and most importantly—happier customers.

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Agents solve issues faster and handle with near-perfect accuracy

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Performance variability decreases as repeatable tasks are automated

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Customer experience is enhanced as agents efficiently and accurately manage complex interactions

Two unique methods for integrating automation

Robotic Process Automation (RPA)

Letting the robot take responsibility.

With RPA, custom-built robots automate manual, repetitive and rules-based processes, and tackle them in a fraction of the time and with complete accuracy.

Our solution puts an end to:

  • High volume of manual, repetitive steps
  • Inconsistent data output
  • Human errors causing compliance issues
  • Peak volume and resource challenges

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Results you can measure

$18m

Annual cost savings by automating manual transactions for a telecommunications provider

150

Robots processed millions of transactions each year

450

Full-time employees moved to more complex, higher-value work functions

4-8 weeks

Time to automate a process... and realize ROI in as little as 3 months

Robots to the Rescue: A Robotic Automation Case Study

A major shipping and logistics company’s agents were spending too much time on tedious work— and it was taking them away from focusing on important tasks. We knew that the monotonous work could be automated. Enter our RPA solution!

View Case Study

Robotic Desktop Automation (RDA)

Discover a more efficient workflow.

RDA consolidates data from multiple screens into a singular view, allowing agents to more easily respond to customer requests in real-time using an enhanced, intelligent workflow. We call our proprietary solution the Alorica Systems Integrator®, and it is currently deployed with dozens of key clients in multiple industries.

Alorica Systems Integrator® solves for:

  • Multiple screens and disparate systems
  • Errors and data output variation
  • Handling and compliance issues
  • Repetitive steps and keystrokes

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Results you can measure

99%

Reduction in errors (near-perfect process handling) for an energy provider

40%

Decrease in AHT for a telecommunications provider

90-days

Or less implementation of RDA solution for a large energy provider

30

Screens of data consolidated into a single agent console

Let's get started.

Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.