Alorica, Inc. and Verint Systems Inc. today announced that Alorica has expanded its advanced analytics and CX intelligence capabilities that optimize performance and enhance the customer journey to now include Verint’s advanced Speech Analytics™ technology.
With Alorica’s enhanced speech analytics capabilities, Fortune 500 brands are better positioned to improve the consumer experience in their voice channel by solving customer problems faster on the first call. Additionally, Alorica’s enhanced analytics will enable the company’s clients to reduce call volume and costs by identifying ineffective self-serve tools and broken operational processes, and lower churn by proactively engaging potential detractors identified by common calling and speech patterns.
Alorica will offer Verint Voice of the Customer™ speech technology—along with Verint’s Workforce Optimization™ suite—to clients bundled within its advanced analytics and CX intelligence solutions.
“Using our digital platform, Alorica is poised to more deeply analyze the recordings of incoming client calls on a vast scale that’s unmatched by manual processes or random surveys,” says Jonathan Lerner, Verint senior vice president and general manager, Americas. “This means the leading BPO can share real-time intelligence with its clients to make informed decisions, enhance experiences, simplify engagement and be certain from nearly every call what its clients’ customers think, feel, want and need.”
Lerner also notes that Verint’s automated platform quickly discovers emerging customer topics, detects the root causes of complaints, measures satisfaction and tracks agent performance. He adds, “The capabilities don’t stop there. Alorica is gaining data-driven insights all along the customer journey path. Even better, it can customize what it measures to align with each client’s unique needs, empowering customers and employees alike.”
“Alorica is continually evaluating technologies to enhance the consumer experience while driving greater efficiencies and alignment with our clients’ goals,” says Jonathan Merrell, chief information officer at Alorica. “Verint’s suite supports those objectives and our commitment to transform the consumer experience through data and experiential analytics. We’re pleased to expand our relationship with Verint in support of our mission to create insanely great customer experiences on behalf of our clients.”
As a global industry leader, Alorica delivers customer engagement excellence to 25 of the Fortune 50 healthcare companies, six of the 10 largest financial institutions, four of the five largest telecommunications companies, and five of the largest retail companies. Nearly 70 percent of Alorica’s business comes from Fortune 500 brands in a variety of verticals, including healthcare, media and entertainment, technology, communications, financial services, retail and consumer goods, travel and hospitality, and transportation.
Leading organizations across industries and around the world choose Verint to elevate customer engagement as a competitive differentiator and trust Verint to power their evolution toward modern customer engagement. Using Verint solutions, companies can simplify customer engagement, empower their customers and employees, and share real-time intelligence to drive faster and smarter decisions, enhanced experiences and better business outcomes.