Alorica's Interaction Analytics for Enhancing the Customer Experience Wins Top Honors with Gold Stevie® Award

Global CX provider’s data & analytics provide key insights, guiding progressive brands on how to transform the customer journey 

IRVINE, Calif. – (May 23, 2023) – Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced that it has earned a Gold Stevie^® Award for its Achievement in the Use of Data & Analytics. Alorica’s award-winning Interaction Analytics leverage customer interaction data (voice and text) to extract actionable business intelligence targeted at solving problems, driving operational efficiencies, gaining customer insights, increasing loyalty and delivering positive and impactful recommendations. Key features and benefits of Alorica’s data & analytics include customer sentiment analysis, quality assurance automation, fraud detection and identifying opportunities to improve call routing and digital solutions, such as AI and virtual assistants.

“Data & analytics are the foundation of our action plans to deliver outcomes that are meaningful and sustainable,” says Greg Haller, Chief Executive Officer at Alorica. “As a global CX provider, we create tailored analytics solutions for our clients, not limited by any particular tool. Our approach is to listen carefully to our customers and learn more about what they want. Partnering with the most innovative companies, we use these data insights to further personalize and enhance every interaction, while consistently delivering on our KPIs. This award underscores our expertise in integrating technology and leveraging big data to make the most impact in those moments of truth when our customers interact with us.”

Alorica’s data-driven insights fuel CX innovation for the world’s most in-demand brands. By regularly sharing findings using actionable information gleaned from interaction analytics, Alorica advises companies on how to identify opportunities for transformation and potential cost reduction as well as enhance the overall customer experience. These proactive recommendations can generate or save millions of dollars, providing true, lasting value. Since July 2020, Alorica’s Interaction Analytics efforts have:

• Reduced customer-service related calls by 24,000 calls annually and warranty-only calls by 31,000 annually for a major American retailer
• Saved 4570+ hours from January to April 2021 for a United Kingdom-based grocery chain
• Achieved a 70% reduction in errors for a major global credit card processor over a 120-day rollout in 2021
• Helped a Northeastern energy provider capture a 95% accuracy rate using better speech category capture, saving them an estimated $9,000/month

Alorica was previously honored in the 2022 Stevie^® Awards in the Best Use of Technology in Customer Service for its employee engagement digital solutions, and continues to receive industry recognition for its operational excellence and company culture, including a Silver Stevie^® Award for Minority-Owned Business of the Year for three consecutive years, and a Top Place to Work in the Large Employer Category from Ragan’s Employee Communications and Top Places to Work Awards in 2022 The company has also been named a Leader for two consecutive years in the Gartner Magic Quadrant for Customer Service BPO  for 2022 and 2021, a Star Performer in Everest Group’s PEAK Matrix® for Trust and Safety Services  and a Leader on Everest Group’s Customer Matrix (CXM) in the Americas—Peak Matrix^® Assessment 2022 .