Alorica Enlists Avaya Cloud for Global Contact Center Operations
Avaya Holdings Corp. announced that one of the largest BPOs will transition all of its global contact center operations to the Avaya Cloud. Alorica, the world’s leading platform for all customer interactions, will implement a complete Avaya contact center cloud solution (CCaaS) to support 100,000 agents, hundreds of client companies, and millions of their end customers around the world.
Alorica is the first company to be announced as an Avaya Cloud customer utilizing Avaya’s industry-leading contact center technologies on the Spoken Communications cloud-native, multi-tenant architecture since the close of the acquisition.
A fast-growing company on the leading edge of its industry, Alorica has nearly doubled in size in recent years as a result of acquisitions. Existing on-premises infrastructure required significant resources to maintain and onboard new clients, and in some cases had reached its limits.
A new solution was needed to enable the company to maintain its leadership position, dedicate more resources to innovating customer experiences for clients, maximize efficiency and improve speed-to-market. Avaya will help Alorica meet all its objectives by upgrading its contact center technologies and transitioning them to the cloud.
The CCaaS deployment will span the full slate of Avaya solutions and services: omnichannel, self-service, proactive service, reporting and analytics, and workforce optimization will be available to Alorica. By moving to Avaya Cloud, Alorica gains the agility and consistency it needs, expert service support and management by Avaya, and a predictable, regular expense instead of a major capital expense (CAPEX).
The Avaya Cloud enables Alorica to easily and efficiently scale agents and usage payments to address fluctuations between normalized and peak periods of demand, such as holiday seasons or promotional campaigns. The company is also assured that the most recent software, as well as the increased reliability and redundancy will underpin its operations.
