Case Study: Alorica achieves reduced business complexity and deeper customer insights with Verint Systems

How Alorica reduced business complexity and surfaced valuable customer insights

Alorica, a provider of customer relationship management and back-office support services, was looking to reduce business complexity while uncovering more valuable customer insights. Working with Verint Systems and its Verint Speech Analytics solution, Alorica needed a way to better understand customer interactions and support its clients in improving customer experience.

Verint Systems implemented speech analytics that let Alorica transcribe recent calls in near real time, track trends throughout the day, and identify issues faster. The results included faster first-call resolution, lower call volume and costs by exposing ineffective self-service tools and broken processes, and reduced churn by spotting potential detractors early.

Alorica

Mark Fortlage

Vice President of Operational Support