Alorica and Genesys Cloud CX Partnership Driving Cutting-Edge Customer Experience Services
In today’s fast-paced digital world, providing exceptional customer experiences is crucial for businesses to thrive. Alorica, a leading business process outsourcing (BPO) company, has taken customer service to the next level by leveraging the AI and digital capabilities within Genesys Cloud CX. This partnership has enabled Alorica to deliver cutting-edge customer experience services to its clients through Alorica IQ, the BPO’s digital foundry.
Alorica IQ is a digital and analytics solutions practice that helps clients map and solve customer pain points, ultimately boosting customer loyalty and business outcomes. By utilizing Genesys’ AI solutions, including generative, conversational, and predictive AI, Alorica is able to provide custom solutions that enhance automation, personalization, and optimization in customer experiences.
Harry Folloder, Chief Digital Officer at Alorica, highlighted the key priorities that many enterprises have when it comes to customer experience. These include the need for a reliable platform to support global customers and employees, easily accessible digital channels, and AI solutions for various customer support needs.
The partnership between Genesys and Alorica has already yielded impressive results for clients across various industries, including fintech, retail, telecommunications, and more. From improved connectivity and more efficient resolution processes for a national media company to enhanced communications for a major telecoms client, the impact of Genesys Cloud CX is evident.
Alorica’s commitment to driving positive customer outcomes has been recognized by industry experts, with the company being named a leader in Gartner’s latest Magic Quadrant for customer service BPO. This recognition is a testament to Alorica’s agility, enhanced work-from-home solutions, business continuity plans, and focus on building positive employee experiences.
As Brett Weigl, SVP and GM of Digital, AI, and Journey Orchestration at Genesys, emphasized, the partnership with Alorica is centered around delivering people-centric experiences and ensuring clients are future-ready with AI and automation tools. Together, Alorica and Genesys are paving the way for more seamless end-to-end experiences, increased customer trust, and loyalty.
With Alorica’s innovative approach to customer experience and its strategic partnerships with leading technology providers like Genesys, the future of customer service looks brighter than ever. Stay tuned for more exciting developments as Alorica continues to revolutionize the customer experience landscape.