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Customer Journey Mapping
Map, measure, and optimize every interaction with data-driven insights to uncover demand, workflows, and opportunities 
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What We Do

End-to-End Insights for Superior CX
We analyze customer demand, call drivers, and workflows to uncover friction points and drive optimization across every customer touchpoint.

The Alorica Difference 

Partner with Alorica for Results that Matter 
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Quantified Insights 

Precise data analysis of workflows and demand, delivering actionable insights for enhanced customer experiences 

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Strategic Roadmap Alignment 

We integrate voice and digital CX strategies into your long-term goals, ensuring scalable growth and improved customer satisfaction  

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Proven Cost Reduction 

Achieved a 15-20% cost reduction through digital channel optimization and operational redesigns, saving clients over $1M annually; this success led to our transition as their sole partner, managing 100% of their call volumes 

Tailored Solutions to Streamline Every Aspect of Your Customer Journey

Harness the power of advanced analytics and AI for critical business and operational insights, empowering data-driven decisions that drive CX success.
Analyze end-to-end customer demand, identify call drivers, and minimize friction across contact channels. 
Assess customer engagement and pinpoint optimization opportunities at key touchpoints. 
Gain insights into support interactions across all touchpoints, driving resolution and self-service improvements. 
Illustrate each step of the customer experience, identifying strengths and improvement areas for different customer segments. 

Access a clear view of customer behavior across channels, including demand breakdowns and pain points.  

Identify and resolve issues in customer navigation through preferred channels. 

Evaluate agent performance, focusing on First Contact Resolution (FCR) and Average Handling Time (AHT). 

Implement a tailored roadmap that aligns with your business objectives. 

Gain deep insights into customer preferences and behaviors to enhance satisfaction and retention. 

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Tailored Solutions for Every Industry

Deep industry expertise, driving customer satisfaction and operational efficiency across unique business landscapes
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Travel & Hospitality  

Elevate the guest experience with streamlined booking, real-time support, and tailored resolutions at each touchpoint; with seamless journey mapping, every interaction builds loyalty, maximizes efficiency, and enhances satisfaction—keeping customers coming back 

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Technology 

Optimize complex tech support journeys with intelligent digital pathways, ensuring efficient resolutions and minimal friction; by unifying voice and digital channels, clients see improved FCR and a more intuitive user experience, positioning them as customer-centric tech leaders 

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Insurance 

Transform policyholder engagement with precision support across claims, renewals, and inquiries; streamlined digital and voice channels reduce wait times and improve customer retention, creating a customer experience that’s both proactive and responsive 

Elevate the guest experience with streamlined booking, real-time support, and tailored resolutions at each touchpoint; with seamless journey mapping, every interaction builds loyalty, maximizes efficiency, and enhances satisfaction—keeping customers coming back 

Optimize complex tech support journeys with intelligent digital pathways, ensuring efficient resolutions and minimal friction; by unifying voice and digital channels, clients see improved FCR and a more intuitive user experience, positioning them as customer-centric tech leaders 

Transform policyholder engagement with precision support across claims, renewals, and inquiries; streamlined digital and voice channels reduce wait times and improve customer retention, creating a customer experience that’s both proactive and responsive 

Results You Can Measure

15-20%

Cost reduction through optimized contact models, for up to $1M savings per year 

7%

Increase in FCR 

33%

Reduction in overall voice demand by reconfiguring high-volume customer journeys 

20%

Improvement in AHT through targeted upskilling 

10%

Lift in NPS with refined self-service and co-production tools 

25%

Increase in agent productivity by aligning skills and resources to customer demand 

5%

Reduction in customer churn through enhanced customer journey and engagement strategies 

$2M

In annual savings through strategic digital transformation and channel shift initiatives 

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Ready to Get Started?

Ready to take your business to the next level? Discover the difference customer journey mapping can make to your bottom line. 

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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.

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