US Customer Experience Giant makes India Entry with a $500mn Investment

Celebrating its 20th year in business, Alorica Inc., a global provider in customer experience solutions, announced it is continuing to broaden its footprint in Asia-Pacific with the addition of an innovations lab and digital business processing management operations located in India’s “Silicon Valley” Bengaluru. This strategic expansion accommodates growing demand for digital, cognitive and robotic process management services and the ability to house a team solely focused on exploring and trendsetting new technologies in this highly-competitive marketplace. 

“As we strive to transform our business to ensure our position as the global leader in customer experience solutions, we consistently look for opportunities to meet these objectives,” said Bhaskar Menon, Chief Transformation Officer at Alorica. “Expanding into India was a natural progression for our business. We’re excited for the opportunity to invest in the country, creating jobs that will positively contribute to the Indian society through our Corporate Social Responsibility  initiatives. We’re especially excited for the opportunity to be near world-renowned digital companies in the pursuit of being a true disruptor in the customer experience industry.”

Hiring up to 300 employees by year’s end, Alorica India is already servicing a few new economy unicorn brands with complex digital back office services. Also located at the site is Alorica’s first Digital Center Of Excellence, an innovation lab where digital experts are focused solely on digital transformation through process re-engineering, leveraging intelligent automation and robotization. Using an agile approach, the team is solutioning, designing, developing, testing and deploying digital transformation platforms and services. These services include robotic and cognitive automation (RDA, RPA, AI,  ML, VA, chabots etc.), digital sandboxs, omnichannel super-agents, blockchain, business transformation counsulting, analytics, and data-driven insights, just to name a few. 

Managing operationsa in Asia-Pacific for more than 15 years, Alorica has 24 locations in the region, employing nearly 40,000 people in China, Japan, Philippines and now India.