Data and CX Analytics

What We Do

Get Actionable Insights with Alorica Analytics

We organize, analyze, and leverage cutting-edge analytics to deliver impactful insights that improve performance while enhancing the customer journey, helping clients make smarter, real-time decisions.

2023 Gold Stevie^® Winner

Alorica was recognized for the Achievement in the Use of Data & Analytics in Customer Service. Learn More >

“Alorica is doing it faster and more accurately than we were doing it internally. They’re more efficient and better technically at it and at an obviously lower cost.”

Chief Service Officer (Retail)

Partner with Alorica and Achieve Results that Matter

Deep Industry Expertise

We combine our award-winning approach with unmatched industry knowledge, delivering actionable insights that improve performance while enhancing the customer journey

Real World Outcomes

Our data solutions optimize business performance by improving operational KPIs, risk mitigation, and cost reduction, while enhancing every step of the customer journey

Award-Winning Expertise

We’ve been honored with awards and accolades for our analytics expertise (including the Gold Stevie Award for Achievement in Data & Analytics in Customer Service)

AI-powered Analytics for Actionable Business Intelligence and Data-driven Transformation

Harness the power of advanced analytics and AI to gain critical business and operational insights, empowering data-driven decisions that fuel CX success.

Speech/Text Analytics

Transform customer interactions with data-driven insights that improve operational efficiency and drive exceptional CX.

Survey Analytics

Unlock customer insights with advanced Survey Analytics, leveraging statistical analysis, sentiment, and intent detection to understand customer behavior, preferences, and experiences.

Learn more >

Just-in-Time Agent Assist

Our AI-powered tool provides real-time guidance and support to agents by analyzing conversations in real-time, delivering contextually relevant insights and recommendations.

Automated Insights

Leverage machine learning and natural language processing to extract contextual intelligence, enabling trend and pattern detection, sentiment analysis, benchmarking, and predictive analytics.

Data Science Solutions

We empower businesses to make data-driven decisions, anticipate customer needs, and improve satisfaction while reducing churn through predictive analytics and advanced modeling.

Transformative Analytics Across Key Industries

Unlocking operational efficiency, driving revenue growth, and enhancing customer journeys with data-driven insights

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Operational Analytics in Communications

By analyzing top call drivers, AHT, and repeat calls, along with ensuring compliance statement and script adherence, we helped a client achieve significant operational improvements. Our efforts led to reductions in contact volume, enhanced productivity, and 38% reduction in AHT through data-driven verification process improvements, optimizing overall customer interactions and performance.

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Sales and Growth Analytics in Healthcare

We’ve helped healthcare organizations optimize sales script adherence, eliminate workflow inefficiencies, and reduce upsell/cross-sell friction. One pharmacy services provider saw $38M in revenue growth by merging predictive analytics with their outreach campaigns, leading to a 44% increase in sales conversions through advanced segmentation and propensity modeling.

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Customer Journey Analytics in Travel & Hospitality

We unlocked key CX behavioral insights and optimized the contact model for a leading airline, achieving a 15-20% cost reduction, and increased First Contact Resolution by 7% through upskilling and digital optimization, and reduced voice demand by 15-20%, saving €1M annually. Reconfiguring high-volume customer journeys addressed 33% of voice demand.

Results You Can Measure

17.63%

Average improvement to CSAT, NPS

$1.2M

Average annual savings from process improvement initiative from Business Intelligence

63.95%

Average improvement to audit efficiency with automated QA

$174K

Average annual savings from penalty reduction

25%

Reduction in average call transfer

39%

Outlier (bottom performers reduction)

44%

Improvement in compliance scores

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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.