The Alorica Difference
Significant AHT Reduction
With Alorica’s real-time guidance, we reduce AHT by up to 22%, so agents can efficiently resolve customer inquiries without sacrificing quality
Right-First-Time Accuracy
We ensure first-contact resolution with over 95% accuracy, using real-time error detection and proactive responses, minimizing escalations and repeat interactions
Increased Agent Productivity
We improve agent productivity by over 30% through automation and AI, so agents can manage more complex interactions independently and effectively
Enhanced NPS and eNPS
With improved service quality and agent engagement, we've increased NPS by 5% and enhanced eNPS within the first 90 days
Reduced Supervision Needs
Using AI-driven insights, our agents can handle up to 80% of tasks without the need for supervision, improving efficiency across Operations
Driving Peak Efficiency Across Acquisition, Retention, Engagement, and Support
Leveraging NLP, Agent Assist provides real-time insights and automation, transforming agent queries into actionable insights, delivering clear responses instantly
Provides next-best actions and real-time alerts to guide agents through interactions, improving response accuracy and speed and keeps agents on script with real-time corrections for consistency and high-quality service.
Seamlessly automates tasks and accurately captures customer information, automatically logs key interaction details into conversation notes, all from the same interface.
Detects potential escalations early with guidance to manage them effectively, identifying errors in real time to facilitate first-call resolution.
Tailored Agent Assist Implementation Across
Every Industry
Boosts operational efficiency, enhances agent productivity and performance, and reduces total cost to serve
Retail
Cuts AHT by up to 22% in retail, enabling agents to handle high volumes during peak shopping periods, delivering next-best actions for inquiries, orders and returns, driving sales, streamlining processes, and boosting customer satisfaction
Healthcare
Ensures real-time accuracy and regulatory compliance in patient interactions; the AI platform boosts agent proficiency by reducing errors, giving agents up-to-date information on patient records, treatment plans, and insurance policies
Energy & Utilities
Addresses the complexities of billing inquiries, service disruptions, and regulatory changes; AI-powered insights help guide agents through technical queries, reducing escalations, improving efficiency, and driving cost-effective customer care
Results You Can Measure
Powering Peak Performance with Alorica Agent Assist
With Alorica’s Agent Assist, you can anticipate customers’ needs and empower your agents through real-time, next best actions. Read more.
Read More
Meet AVA: Alorica's Virtual Assistant for Real-Time Business...
Get to know AVA, the Alorica Virtual Assistant. Discover how artificial intelligence and chatbots are revolutionizing the customer experience.
Read More
Optimizing Customer Journeys Through Intelligent Automation
Integrate, unify, and transform processes for happier agents, clients and customers. Learn how with Alorica Intelligent Automation and R&CA strategies.
Read More
Ready to Get Started?
Connect with us to learn how you can create more consistent CX with tech-powered, customized, digital CX solutions.
Get Started
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.