Customer service BPO leader Alorica has joined forces with Genesys to enable enterprise brands worldwide to deliver omnichannel experiences. As part of the deal, Alorica implemented Genesys Cloud CX because of its AI and digital capabilities, as well as security and scalability. In turn, Genesys strengthens Alorica IQ, the company's digital foundry, to deliver tech solutions that solve almost every customer pain point.
“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,” said Alorica’s Chief Digital Officer Harry Folloder.
Thanks to Genesys’ advanced AI technology, Alorica offers smarter automation, personalization and optimization on behalf of some of the most progressive companies in the world. Thousands of Alorica employees are currently using Genesys Cloud to achieve exceptional results for clients across industries like fintech, retail, gaming, telco, and more.
To date, Alorica has established a more reliable contact center as a service (CCaaS) platform for a national media company with 100% availability, including improved connectivity and an efficient resolution process.
A well-known beauty and skincare company saw an 18% increase in customer retention thanks to self-service AI tools that supplement voice and chat after hours, made possible by this partnership. The brand is planning to include agent assist and generative AI voice next year.
“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,” said Brett Weigl, SVP and GM of Digital, AI, and Journey Orchestration at Genesys.
Alorica is taking steps toward reaching its sustainability goals as part of its Environment, Social, and Governance (ESG) commitment, by transitioning to cloud solutions. A study from 451 Research shows that agents in the cloud can have a carbon footprint up to nearly ten times lower than on-premises agents.