Avaya announced that one of the largest BPOs will transition all of its global contact centre operations to the Avaya Cloud. Alorica, the world’s leading platform for all customer interactions, will implement a complete Avaya contact centre 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.”