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News : Alorica Expands Its Emerging Digital Solutions to Support Communities’ Adaptability to the COVID-19 Norm

#contactcenterworld, @OfficialAlorica

Irvine, CA, USA, Aug, 2020 -- Alorica Inc., a global customer experience solutions provider, has announced the expansion of its digital support offerings to meet surging client demand. As the world adjusts to evolving COVID-19 guidelines—closures, stay-at-home orders and social distancing—Alorica’s suite of services is tailored to digital CX including social media customer care, content moderation, online reputation management and online fraud protection. To manage the influx of these programs Alorica is making significant investments, which includes the hiring of 33,000 employees to keep consumers and brands connected in this digital economy.


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Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

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"In a feedback economy where brand reputation is defined by public opinion, Alorica helps companies engage, be discovered and recommended online," said Chris Crowley, Alorica’s Chief Commercial Officer. "We help increase impressions, engagement and ultimately spend on behalf of our clients. For social media customer care alone, we manage more than 54 million interactions annually."

"Our job is not only to protect our clients’ brand equity and their customers’ trust, but also to keep the internet safe. As digital interactions continue to grow at a tremendous rate, this responsibility becomes even more important, explained Crowley. "Based on our ability to deliver on the overwhelming need so far this year, we have experienced 128% growth in managing these social CX programs, and we’re looking forward to seven-fold growth in this space by 2022."

#contactcenterworld, @OfficialAlorica

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Alorica:
Company LogoAt Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees across the globe.
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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Wednesday, September 2, 2020

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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