Real-time sentiment analysis, automated QA, and customer journey analytics, combined to show you exactly where CX is breaking down and what to do about it
Customers abandon calls, escalate to agents, or quietly churn, and no one can pinpoint exactly where things went wrong or why. By the time the pattern is obvious, the damage is done.
Manual QA catches a fraction of interactions. Bad calls get missed, problem patterns go unnoticed, and agents keep making the same mistakes—without anyone knowing.
Issues surface after customers are already frustrated. By the time trends show up in reports, the window to intervene has closed and the next wave of the same problem is already building.
Survey response rates are down, and the feedback you do get skews toward extremes. The everyday experience — what most customers actually feel — is going unheard and unaddressed.
Extract contextual intelligence, enabling trend and pattern detection, sentiment analysis, benchmarking, and predictive analytics.
Capture and analyze voice of customer data across surveys, reviews, and unsolicited feedback to understand behavior, map preferences, and predict churn before it happens.
Automated customer interaction reviews evaluate call quality and deliver targeted coaching recommendations to improve your workforce.
Alorica's customer experience analytics platform combines contact center analytics, voice of customer analytics, and customer journey analytics to give CX leaders a complete view of performance across every interaction. From real-time sentiment analysis to automated QA that reviews 100% of contacts, our actionable CX insights platform surfaces the patterns, coaching opportunities, and predictive signals that turn data into decisions, and decisions into measurable business outcomes.
Enhance your customer experience with expert insights.
A telecom company had too many long, repeat calls. We analyzed their patterns and streamlined processes resulting in 38% shorter calls and happier customers.
A pharmacy was missing sales opportunities. We built models to target the right customers at the right time, generating $38M in new revenue and 44% more successful sales.
An airline was spending too much on customer service. We redesigned their approach and moved simple issues online, saving €1M annually and 7% more problems solved on first contact.
Average improvement to CSAT & NPS
Average annual savings from process improvement initiatives based on insights
Reduction in average call transfer
Improvement in compliance scores
Your customer interactions are full of intelligence you're not using yet. Alorica's analytics platform turns that data into coaching, decisions, and revenue.
