As companies in today’s skill-short environment continue to struggle to find ways of delighting their customers, BPO brands are growing increasingly important. The right Business Process Outsourcing company can give organisations access to a flexible way of growing their team, accessing new skills, and delighting clients with CX outsourcing opportunities.
However, to empower these unique opportunities, BPO companies still need access to the right tools for contact centre management, workforce engagement and more.
Alorica, one of the market leaders in the BPO landscape paving the way towards a future of more accessible CX outsourcing solutions, worked with Verint to achieve this goal. Using a host of Verint tools, Alorica is now able to help countless Fortune 500 brands boost customer satisfaction.
Let’s see how Alorica and Verint are working together on CX Outsourcing.
Building Better Solutions for Customer Experience
Alorica is a world-leading BPO company, mentioned in the Gartner Magic Quadrant in 2022 for its exceptional approach to innovative CX outsourcing solutions.
Alorica can help with everything from customer relationship management to back-office support. What’s more, the company serves companies in a host of different industries, ranging from financial services and healthcare to technology and communications, 70% of these brands are even Fortune 500 companies.
Achieving excellent results as a CX outsourcing innovator is no small feat for Alorica, which has more than 100,000 employees spread across 150 locations worldwide. However, the brand still earns accolades like “BPO of the Year” from the CCW Excellence awards.
To deliver exceptional outcomes to both clients and end-customers Alorica relies on valuable relationships with market-leading CX vendors, like Verint.
According to the Vice President of Operational Support for Alorica, the company has had a long-standing relationship with some time. For Alorica, Verint has proven to be a flexible, sustainable, and secure solution for improving employee and customer engagement.
The Alorica and Verint Partnership
Alorica takes advantage of a full variety of Verint technology solutions to help enable and empower its agents in delivering sensational experiences. The Verint ecosystem serves a number of purposes for Alorica, in the company’s quest to ensure exceptional employee efficiency, strong collaboration, and boosted customer interactions.
Just some of the Verint capabilities leveraged by Alorica include Verint Interaction Recording, for compliance and training, Verint Encryption Management, Verint Enterprise Workforce Management, for boosting productivity, Verint Community, and Verint Quality Management.
Alorica also uses the Verint Speech Analytics service as part of its comprehensive approach to customer experience and advanced analytics tools for optimizing the customer journey. According to VP Mark Fortlage, as Alorica has continued to add new clients to its community, it has recognised an increasing need for scalability, simplicity, and agility.
Verint brings all of those crucial features to the table with its technology, as well as fantastic level of security and compliance, critical in the current marketplace.