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.