Avaya Holdings Corp. today 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 increased reliability and redundancy will underpin its operations.
Leveraging Avaya’s next generation technologies and cloud delivery platform, Alorica will be able to stay ahead of its clients’ and customers’ digital demands. Alorica can focus more on creating and customizing customer experiences using mobile and video apps, omnichannel interactions and a contextual view of the customer journey, improved automation and insights via artificial intelligence and speech analytics rather than on system management and maintenance.
All Avaya solutions to be deployed for Alorica are compliant with HIPAA, PCI and European Union (EU) requirements and carry unparalleled, built-in security to help ensure that clients’ and customers’ information are kept private.
Jonathan Merrell, Alorica CIO, said:
“Every day, I have two main thoughts: When I wake up, I ask if the system’s working; and before I go to sleep, I ask if we made the customer experience better. With the Avaya Cloud, I will have the most reliable environment I could ask for. We can refocus a good portion of our IT staff on making the customer experience stronger with Avaya’s mobile and video apps, voice processing and webRTC and artificial intelligence.
“The trust we have with Avaya is essential that trust has been earned over the years with consistent delivery of highly scalable, mission critical contact center solutions. Avaya has always gone above and beyond when we’ve called for support.”
At Alorica (alorica.com), we only do one thing -- we make lives better. How? As the world’s leading platform for all customer interactions, we create insanely great experiences for customers fueled by innovative technology, advanced data analytics, and CX intelligence. Utilizing insights from more than 600 million consumer interactions curated annually, Alorica is the systems integrator of choice 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. We call the OC home, headquartered in Irvine, Calif., with more than 100,000 employees in approximately 140 locations across 16 countries and 12 time zones around the globe.
Avaya (avaya.com) is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA.
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