Alorica Leverages Genesys AI to Map and Solve Customer Pain Points

The customer service BPO leader is embracing AI innovation to drive critical customer experience outcomes

Alorica Leverages Genesys AI to Map and Solve Customer Pain Points
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Published: November 22, 2023

James Stephen

Alorica has leveraged the AI and digital capabilities within Genesys Cloud CX to provide cutting-edge customer experience services to clients.

These bolster Alorica IQ — the BPO’s digital foundry — enabling Alorica to deliver custom solutions that map and solve customer pain points.

In doing so, Alorica believes the technology will ultimately help companies boost customer loyalty and business outcomes.

Harry Folloder, Chief Digital Officer at Alorica, dived deeper into the ways its partnership with Genesys can help its customers: “As more enterprises move to the cloud, many of our clients have come to us with the same three key priorities.

“First, organizations need a reliable platform to support customers and employees globally without disruption.

“They also need to make digital channels easily accessible and integrated so customers can communicate how they want when they want.

Finally, they want to deploy AI solutions for a variety of support CX needs including self-service, virtual assistant and agent assist.

“These are the areas where Alorica IQ and Genesys can make the biggest impact together.”

Genesys Meets Alorica

Many organizations rely on Alorica to bring them innovative new technologies that will build engagement and trust with their customers.

Genesys’ AI – which includes generative, conversational, and predictive AI solutions – adds significant weight to Alorica IQ.

Alorica IQ is the prominent BPO’s digital and analytics solutions practice that supports clients in bolstering their customer experiences (CX) with smarter automation, personalization, and optimization.

Alongside increasing productivity and CX, Alorica also supports clients in transitioning from on-premises solutions to the cloud – where it often works with Genesys too.

Yet, it also works with several other CCaaS vendors – including Talkdesk – building strategic relationships to match clients with the best-placed cloud-based contact center platform.

Customer Wins

Genesys Cloud CX is currently utilized by thousands of Alorica employees to help a new wave of global clients from various industries, such as fintech, retail, telecommunication, public sector, gaming, and more.

Alorica has already applied the technology to a national media company, resulting in 100 percent availability from improved connectivity and a more efficient resolution process.

Meanwhile, a major telecoms client leveraged Genesys’s digital channels to enhance its communications across more than 12,000 B2B customers.

Alorica also deployed self-service AI tools and email capabilities for a well-known beauty and skincare company, resulting in an 18 percent customer retention increase.

Excited to drive more positive customer outcomes, Brett Weigl, SVP and GM of Digital, AI, and Journey Orchestration at Genesys, said: “Our partnership with Alorica is based on a shared belief in the power of delivering people-centric experiences.

Our innovative work with Alorica represents our commitment to ensuring clients are future-ready with AI and automation tools for smoother operations and self-servicing.

“We share a common innovation roadmap that focuses on offering powerful yet easy-to-use technology for more seamless end-to-end experiences and increased customer trust and loyalty.”

Alorica was named a leader in Gartner’s latest Magic Quadrant for customer service BPO, in which it received praise for its newfound agility, enhanced WFH solution, business continuity plans, and ability to build positive employee experiences.



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