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CCaaS
Blending top-tier partnerships, industry expertise, an innovative, in-house digital foundry, and an outcomes-driven approach to elevate CX transformation 
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What We Do

Cloud Solutions to Empower and Elevate Your CX
Our Advisory Services team, backed by premier partnerships with top CCaaS providers, delivers comprehensive support—from strategic consulting to ongoing optimization.

The Alorica Difference 

Why Choose Alorica
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Tailored Customer Journeys

Designing customer journeys that resonate with your brand’s unique values and objectives, ensuring each interaction feels personal and purposeful

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Innovative Technology Integration

Leveraging AI-driven routing, advanced analytics, and automation, we harness the power of CCaaS to create seamless, efficient customer interactions that exceed expectations

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Relentless Focus on Optimization

Streamlining processes, reducing costs, and boosting customer satisfaction with a continuous improvement model that identifies new opportunities as your needs evolve

The Power of CCaaS, Enhanced by Alorica

Engaging, streamlining, and transforming CX with comprehensive CCaaS solutions.
Create unique customer journeys using data insights to deliver interactions tailored to individual needs and preferences.
Provide a consistent experience across all channels—voice, chat, email, and digital—for seamless transitions and brand consistency.
Harness AI to intelligently route inquiries, minimize wait times, and optimize resolutions, enhancing overall customer satisfaction.
Access real-time analytics to understand customer behaviors, allowing for proactive CX improvements, and data-driven decision making.
Empower customers with self-service options and proactive notifications, deflecting calls and improving engagement with faster resolutions.
Equip agents with a centralized knowledge base, and automated tools for scheduling and QA, maximizing efficiency, and streamlining performance.
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AI-powered CX Orchestration

Tailored CCaaS solutions delivering measurable impact across verticals
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News and Media 

For a leading U.S. media provider, we transformed CX with Genesys Cloud, implementing AI-powered self-service, speech and text analytics, and launching a new chat channel, driving a 10-15% reduction in AHT, 15-20% contact containment, and a 3-5% increase in digital subscriptions 

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Retail 

For a leading consumer wellness brand, we optimized CX through speech analytics, intelligent routing, and Genesys CCaaS migration, doubling volume routed to best-fit agents, resulting in 15% call containment in voice, 18% in chat, and an 11% increase in customer retention 

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Energy & Utilities 

For a leading U.S. energy company, we implemented Genesys Cloud and customized callback solutions, deploying speech and text analytics for sentiment insights, resulting in a ~45-second improvement in SLA per call, and a 20-second reduction in AHT 

For a leading U.S. media provider, we transformed CX with Genesys Cloud, implementing AI-powered self-service, speech and text analytics, and launching a new chat channel, driving a 10-15% reduction in AHT, 15-20% contact containment, and a 3-5% increase in digital subscriptions 

For a leading consumer wellness brand, we optimized CX through speech analytics, intelligent routing, and Genesys CCaaS migration, doubling volume routed to best-fit agents, resulting in 15% call containment in voice, 18% in chat, and an 11% increase in customer retention 

For a leading U.S. energy company, we implemented Genesys Cloud and customized callback solutions, deploying speech and text analytics for sentiment insights, resulting in a ~45-second improvement in SLA per call, and a 20-second reduction in AHT 

Results You Can Measure

18%

Call containment in chat channel  

15%

Call containment in voice channel 

11%

Improvement in customer retention 

2x

Volume routed to best-fit agents 

20%

Reduction in voice demand 

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Let’s power your digital transformation with future-focused, AI-powered cloud solutions.  

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST), NMLS 950746. Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.

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