Articles from Alorica Inc.

Alorica Inc., a global leader in tech-powered customer experiences (CX), today announced its next-generation Digital Trust & Safety platform, integrating advanced AI technology with human expertise to deliver proactive, scalable protection across digital communities. The groundbreaking solution offers sophisticated automation, continuous learning capabilities and expert human review—ensuring unparalleled compliance, efficiency and user safety.

Alorica Inc., a global leader in digitally-powered customer experiences (CX), today announced the launch of evoAI—a next-generation conversational AI platform. Designed for seamless, natural interactions across digital and voice channels, evoAI's hybrid architecture leverages rule-based systems for consistent and compliant handling of structured interactions while deploying advanced neural networks for nuanced, human-like responses to complex scenarios—creating an AI system that's both reliable and remarkably adaptive. Beyond delivering customer satisfaction, evoAI significantly reduces operational costs and improves efficiency by optimizing workflows, expanding self-service capabilities and equipping agents with advanced tools.

Alorica Inc., a global leader of digitally-powered customer experience (CX), today announced its participation in Sanas’ latest $65 million Series B funding round, reaffirming its commitment to AI innovation. In 2022, Alorica became an early investor and strategic partner of Sanas, offering its clients first-to-market, exclusive access to Sanas’ breakthrough AI linguistic technology. Since then, Alorica has led the way in advancing multilingual interactions for brands and their customers globally, setting the standard for AI-driven CX excellence.

Alorica Inc., a global leader of digitally-powered customer experiences (CX), has received a Silver Stevie Award for Innovation in Customer Service in the 19th annual Stevie Awards for Sales & Customer Service for its first-to-market, award-winning real-time voice language translation solution, Alorica ReVoLT, developed by Alorica IQ—the company’s dedicated innovation incubator. This recognition underscores Alorica’s commitment to providing innovative solutions that deliver client outcomes and customer multilingual expectations by enhancing efficiency, accuracy and personalization.

Alorica Inc., a digitally-engineered, tech-enabled global customer experience (CX) leader, is starting 2025 with unmatched momentum and building on milestones achieved in 2024—the expansion of agent assist implementations, launch of award-winning Alorica ReVoLT for multilingual support, integration of conversational AI to enhance engagement, and growth in Contact Center as a Service (CCaas) deployments. These milestones demonstrate Alorica’s industry-leading position in revolutionizing the customer journey through unparalleled innovation, operational excellence and a steadfast people-first philosophy.

Alorica Inc., a digitally-engineered, tech-enabled global customer experience (CX) leader, is celebrating a landmark achievement: all nine countries where Alorica operates in Latin America and the Caribbean are certified as a Great Place to Work® based on employee sentiment and experience in five key areas: credibility, respect, fairness, pride and fellowship. This milestone welcomes Jamaica, Uruguay, the Dominican Republic and Paraguay—Alorica’s newest site that launched in 2024—to its certification roster. In addition to the Philippines being recognized for the third year, this is also the fourth consecutive Great Place to Work® recognition for Alorica in Guatemala as well as the CX provider’s second in Colombia, Honduras, Mexico and Panama. More than 11,400 employees participated in the survey by the Great Place to Work® Institute—the global authority on workplace culture, employee experience, and the leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation.

Alorica Inc., a digitally-engineered, tech-enabled global customer experience (CX) leader, announced initial outcomes from its collaboration with Google Cloud, integrating best-in-class AI technology to further enhance the award-winning capabilities offered by Alorica IQ—the company’s digital and innovation practice focused on user journey, high-tech solutions and advanced analytics. By utilizing Google Cloud's Contact Center AI (CCAI), Dialogflow and Vertex AI, Alorica offers a robust AI platform that produces quality and natural conversations, data-informed insights into customer behaviors and preferences as well as optimal efficiency for its growing global workforce of 100,000+.

Alorica Inc., a trusted global customer experience (CX) leader, today announced that Alorica ReVoLT (Real-time Voice Language Translation) received the 2024 Best AI-based Solution for Customer Service award in the annual AI Breakthrough Awards program by AI Breakthrough, a leading market intelligence organization that recognizes the top companies, technologies and products in the global Artificial Intelligence (AI) market today. The AI Breakthrough Awards honors excellence and recognizes innovation, hard work and success in a range of AI and machine learning related categories, including Generative AI, Computer Vision, AIOps, Deep Learning, Robotics, Natural Language Processing, industry specific AI applications and many more. This year’s program attracted more than 5,000 nominations from over 20 different countries throughout the world.

Alorica Inc., a global provider of digital customer experience (CX) solutions, has been named a Leader for the third consecutive year in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Americas Assessment 2024. As one of only six in the Leader category out of 43 CXM providers, Alorica has been distinguished for its vision of the 4th Generation of CX—characterized by a fusion of advanced technology and world-class CX expertise to create innovative outcomes that prioritize our clients' needs. Everest Group specifically highlighted our tech-enabled CX solutions, including award-winning Real-time Voice Language Translation (Alorica ReVoLT), and Alorica’s AI-powered Virtual Assistant (AVA), equipped with 75 languages to deliver speed, efficiency and accuracy.

Alorica Inc., a global customer experience (CX) leader, celebrates 25 years in business with its recent recognition as a Silver Stevie® award winner for Customer Service Employer of the Year in the coveted 18th Annual Stevie® Awards for Sales and Customer Service, recognizing the achievements of contact center, customer service, business development and sales professionals. Finalists and winners were determined by more than 200 professionals worldwide on seven specialized juries. Selected from a competitive field of nominees across the United States, this esteemed award underscores Alorica’s dedication to delivering exceptional CX while fostering an environment where 100,000 employees across 19 countries can thrive. More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 44 nations and territories, were considered in this year’s competition.

Alorica Inc., a global customer experience (CX) leader, has entered into an exclusive partnership integrating LoanPro’s modern lending and credit platform to introduce an all-in-one-solution that allows for more efficient and personalized lending and credit servicing, marking a pivotal moment in the financial industry. This first-of-its-kind collaboration layers LoanPro’s configurable lending and credit platform with the next generation digital loan processing from Alorica’s Systems and Services Technologies (SST), the nation’s leading consumer loan servicer. Coming off the heels of LoanPro’s successful integration with Visa DPS and with an enhanced managed services offering powered by Alorica IQ, the two companies will empower a new wave of card issuers, lenders, and lease providers to modernize their tech stack driving increased operational efficiency while reducing compliance burden and credit risk.

Alorica Inc., a global leader in customer experience (CX) solutions, announced today the opening of its newest contact center in Ciudad del Este, Paraguay to support the double-digit growth the organization has been achieving year over year in the region. This expansion marks a significant milestone as Ciudad del Este remains an untapped ideal market for global-scale CX providers. As part of its accelerated geo-diversification strategy, Alorica aims to leverage the Brazilian Portuguese-speaking talent pool in Paraguay, enabling the company to offer its tech-enhanced services to a wider clientele while creating hundreds of local jobs and further solidifying its presence in Latin America and the Caribbean.

Alorica Inc., a global customer experience (CX) leader, announced today the appointment of Mike Clifton and Max Schwendner as its new co-chief executive officers (CEO). Clifton, Alorica’s chief growth and transformation officer, and Schwendner, Alorica’s chief financial officer, succeed Greg Haller, who served as CEO since 2022. As co-CEOs, Clifton and Schwendner will lead the brand’s global client base and team of 100,000 solutionists, technologists and operators to the next level of CX innovation amid rapid industry evolution driven predominantly by tech-enabled customer experiences.

Alorica Inc., a global customer experience (CX) leader, announced today the launch of its Real-time Voice Language Translation (ReVoLT), effectively eliminating language barriers during live customer interactions. This offering is the centerpiece of Alorica Clear, an AI-powered solution suite that revolutionizes the way businesses communicate with their global customer base through seamless voice language translation, accent localization and background noise cancellation. The services are enabled by an exclusive linguistic processing platform that applies AI to offer translation capabilities designed for multilingual CX across digital and voice channels.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, has been named one of the best workplaces in the Caribbean and Central America by the Great Place to Work® Institute. Alorica recently became certified in Colombia, Guatemala, Honduras, Mexico and Panama based on employee sentiment and experience in five key areas: credibility, respect, fairness, pride and fellowship. More than 7,300 employees participated in the survey by Great Place to Work®—the global authority on workplace culture, employee experience, and the leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. In addition to its certification in the Philippines, this is the third consecutive Great Place to Work® recognition for Alorica in Guatemala as well as the CX provider’s first in the four other Latin American countries.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, was named the #1 CX provider out of 143 vendors for member services interface and consumer experience solutions by Black Book Research for health plan user experience and client satisfaction. Black Book is the premier source of unbiased, crowdsourced, competitive intelligence, and buyer opinion mining serving the healthcare industry's technology and outsourcing sectors. The recent survey of top-performing healthcare tech companies captured feedback from over 7,600 customers including health plan executives, clinicians, IT specialists and front-line implementation veterans on their satisfaction based on 18 key performance indicators.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, has been awarded for its global Diversity, Equity & Inclusion (DEI) commitment in Ragan’s CSR & Diversity Awards. Honored for its employee-powered TIDE (Together for Inclusion, Diversity and Equity) program, Women’s Initiative and impact sourcing pledge, Alorica has been recognized again for its dedication to DEI as part of the company culture. The 2023 CSR & Diversity Awards celebrates inclusive campaigns and initiatives that make a substantial impact on underrepresented communities by prioritizing allyship with these communities, putting equity at the forefront of their hiring practices and launching unprecedented partnerships.

Alorica Inc., an award-winning, global provider of next-generation customer experience (CX) solutions, has been named a Leader for the second consecutive year in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Americas Assessment 2023. As one of only six in the Leader category out of 39 CXM providers, Alorica has been distinguished for its tech-enabled CX solutions, including recognition for Alorica IQ, its dedicated digital practice, and its comprehensive suite of Financial Solutions offerings that help companies elevate their brand experience by leveraging AI/ML automation, analytics, and emerging technologies.

Alorica Inc., a global leader in customer experience solutions, has opened its newest location in Łódź, Poland. The latest example of their ambitious geo-diversification plan, the company has invested in Poland as an integral part of its service expansion, based on its multilingual capabilities, highly skilled talent, and progressive digital investments.

Alorica Inc., an award-winning global leader in next-generation customer experience (CX) solutions, has been named a Leader in NelsonHall’s 2023 Content Transformation Services NEAT evaluation for CX Improvement Capability. In this inaugural evaluation, NelsonHall, a leading global business process and IT services analyst firm, analyzed the performance of CX vendors offering content transformation services. Identified as a Leader, Alorica was highlighted for its ability to deploy tailored content management and moderation solutions rooted in its deep CX experience, innovative digital platforms, scalable and engaged workforce, and clear process for continuous improvement. Alorica’s Trust & Safety practice aims to protect its clients’ customers, data and reputation through content management, moderation, curation and optimization. Each year, Alorica moderates more than 2.5 billion pieces of content generated across 35 countries in 25 languages.

Alorica Inc., an award-winning global leader in next-generation customer experience (CX) solutions, today announced the addition of Alorica IQ, a digital foundry that integrates technology into all its services and customer interactions. Unifying the company’s digital solutions, analytics and consulting, Alorica IQ delivers a new end-to-end suite of offerings, enabling companies to transform their brand experience by taking a deep dive into their customers’ preferences, call drivers and friction points across channels and processes. Focused on delivering key outcomes, such as increased customer lifetime value (CLV), better sales conversion, shorter wait times and improved productivity, Alorica IQ guides brands to uncover blind spots in their customer journey or where resistance results in higher cost of customer effort.

Alorica Inc., a fast growing and trusted global leader in next-generation customer experience (CX) solutions, today announced it closed a refinancing led by Cerberus Business Finance, LLC, and its affiliates (“Cerberus”). Through a directly negotiated transaction, Alorica received a $725 million senior secured term loan, alongside an upsized $300 million ABL facility provided by a syndicate of banks. The comprehensive refinancing optimizes Alorica’s financial position and growth potential through market, business, product, technology and talent investments.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced that it has earned a Stevie® Award for Achievement in Developing and Promoting Women. In honor of International Women’s Day, which Alorica celebrates as a month-long campaign, the company is proud to be recognized for its proactive measures to support the professional development of women, guiding them to move up and grow in their careers into leadership roles. Last year alone, the company promoted over 5,000 employees in which more than half were women. The digital CX provider is also a certified and award-winning Minority Business Enterprise (MBE), employing 100,000+ people around the world—60% of which are women and 70% in the U.S. representing minorities.

Alorica Inc., a trusted leader in next-generation customer experience (CX) solutions, today announced its expansion plans into Africa and Europe through the launch of its operations in Cairo, Egypt and Łódź, Poland. As one of the largest business process outsourcers (BPO) globally with 100,000 employees across 17 countries and 24 years of CX experience—Alorica continues to scale and diversify its best-in-class workforce, now with a presence in these new markets. Setting up operations in Egypt and Poland further enables the digital CX company to meet the growing expectations of multinational companies to deliver industry-leading business outcomes including multilingual customer care, revenue generation, content management & content moderation, tech support and CX consulting. Alorica plans to open for business in both countries during second quarter of this year.

Making Lives Better with Alorica (MLBA), the nonprofit partner to Alorica Inc., a trusted global provider of next-generation customer experience (CX) solutions, announced that it has received Candid’s (previously GuideStar) coveted Platinum Seal of Transparency for the second year in a row. This is the highest level of recognition awarded to charitable organizations that clearly present a five-year strategic plan and a financial report showing the consistent achievement of outlined goals. Candid highlights nonprofits that provide meaningful information including results to simplify the nonprofit evaluation process for potential donors. MLBA, which is largely run by Alorica employees as part of the CX company’s Corporate Social Responsibility (CSR), was also recently named on GreatNonprofits’ 2022 Top-Rated List for receiving positive reviews from donors, grant recipients and board members.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced the hires of Mireille Magallona as Regional President for Asia-Pacific (APAC) Operations and Sanjay Ponnappa as Regional President overseeing India, effective immediately. Magallona and Ponnappa, who bring proven industry track records of digital CX success, will focus on elevating Alorica’s service delivery from Asia to support clients and customers worldwide.

Alorica Inc., a trusted leader in next-generation customer experience (CX) solutions, today announced it has been named one of the best workplaces in the Philippines by the Great Place to Work® Institute. Companies receive Great Place to Work® certification based on the experience and sentiment of their employees in five key areas: credibility, respect, fairness, pride, and fellowship. This year, 81% of employees said Alorica Philippines is a great place to work, compared to 53% at the typical global company. This award builds on the company’s first Great Place to Work® recognition in Guatemala last year.

Alorica Inc., a trusted leader in next-generation customer experience (CX) solutions, today announced it has promoted Bong Borja to Chief Operating Officer as part of its global strategy to transform the organization and industry. Borja—who was Alorica’s President of Asia-Pacific (APAC) Operations for the past 10 years and widely known as a pioneer of the BPO industry in the Philippines—has deep experience and a proven track record of success, leading multinational teams to deliver best-in-class, digitally charged CX to progressive brands around the world. As the company continues down its path of up leveling its talent, technologies and service offerings, Borja will play an instrumental role in leading Alorica’s operations for its 100,000+ workforce.

Alorica Inc., a trusted global provider of next-generation customer experience (CX) solutions, has announced that two of its operational sites—St., Joseph, MO and Corpus Christi, TX—have each earned their first U.S. Environmental Protection Agency’s (EPA) ENERGY STAR® certification for superior energy performance. On average, ENERGY STAR-certified buildings and plants use 35 percent less energy, cause 35 percent fewer greenhouse gas emissions and are less expensive to operate than their peers—all without sacrificing performance or comfort. Over the next year, Alorica plans to certify additional sites and will perform energy audits at several of their buildings to ensure ongoing compliance and achievement of targets.

Alorica Inc., a trusted global provider of next-generation customer experience (CX) solutions, has been acknowledged as a Leader in Everest Group’s Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix® Assessment 2022.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced it has hired highly-experienced recruiting and human resources (HR) executive Asma Sultana as the company’s Vice President of Corporate Talent Acquisition. In this newly-created role, Sultana is responsible for developing and implementing Alorica’s global strategy of hiring world-class associates for corporate business functions including its Digital Business Center (DBC) based in Bengaluru, India. The DBC is Alorica’s innovation lab dedicated to designing and deploying the CX provider’s newest digital products and service capabilities. Additionally, Bengaluru and Mohali are growing markets where Alorica continues to expand its operations with more than 2,460 local employees. Sultana, who also lives in Bengaluru, reports directly to Colleen Beers, Chief Administrative Officer.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, and Palo Alto-based Sanas, an artificial intelligence (AI) linguistic translation software developer, today announced a strategic partnership that offers revolutionary real-time accent translation capability to Alorica’s worldwide customer base. As Sanas’ strategic CX services partner, Alorica will deploy this groundbreaking AI technology to effectively navigate the challenges of dialects and accents when providing insanely great customer experiences across its global footprint.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, celebrated its 23rd anniversary with a win for Top Place to Work in the Large Employer Category from Ragan’s Employee Communications and Top Places to Work Awards. Alorica was honored for its leading Corporate Social Responsibility (CSR) initiative dedicated to making lives better for its employees and their communities. As part of its CSR, the global CX provider empowers employees to engage in interactive social discussions, support local causes and take control of their careers.

Alorica Inc., a trusted global leader in next-generation customer experience (CX) solutions, today announced its latest industry recognition—“Best Use of Technology in Customer Service” in the 2022 Stevie Awards—for its employee engagement digital solutions. This acknowledgment affirms Alorica’s ability to attract, develop and retain best-in-class talent globally and at scale. By taking a continuous, data-driven approach to enriching the employee development, Alorica’s comprehensive portfolio of products, processes and technologies help leading brands execute on innovative CX strategies that achieve optimal business outcomes.

Alorica Inc., a global leader in next-generation customer experience (CX) solutions, today introduced its global Connection Hubs, a network of operational sites designed to complement the company's expanding Alorica Anywhere work-at-home solution, while scaling talent acquisition and support in target markets. These facilities offer work-at-home employees a centralized location to further connect with their teams in person for recruiting, training, IT support, culture and engagement activities and more. Having already launched in four countries since late last year, the company is set to open its next Alorica Connection Hub this week in Candon City, Ilocos Sur—the first in the Philippines.

In partnership with non-profit Making Lives Better with Alorica (MLBA), Alorica Inc., a global leader in next-generation customer experience (CX) solutions, recently shared highlights from its year of grassroots giving and volunteerism in the newly-released 2021 MLBA Impact Report. The annual report demonstrates Alorica’s ongoing commitment to further its Corporate Social Responsibility (CSR) initiatives through employee-led programs around the world, such as MLBA. In 2021, MLBA raised nearly $800,000 and awarded 1,142 grants totaling over $580,000 to help Alorica individuals, their families, communities and other local nonprofits in need.

Alorica Inc., a global leader in digital customer experience (CX) solutions, today announced the appointment of Greg Haller to Chief Executive Officer. Since 2018, Haller has served as Alorica’s Chief Operating Officer and with today’s promotion, his elevated role aligns with the transition of Founder and former CEO Andy Lee to Executive Chairman as part of the company’s future-ready expansion plans.

Alorica Inc., a trusted global leader in digital customer experience (CX) solutions, today announced it has been named a Leader in the 2022 Gartner Magic Quadrant for Customer Service Business Process Outsourcing (BPO) for the second year in a row.

Alorica Inc., a trusted global leader in digital customer experience (CX) solutions, has recently been recognized on Comparably’s top 100 large companies for 2021 for both Best Companies for Diversity and Best Companies for Women. These notable lists were determined by using core culture metrics – compensation, career growth, leadership, work environment – and were derived from 15 million ratings from anonymous employees across 70,000 companies. The two recognitions underscore Alorica’s DEI efforts through its global programs TIDE (Together for Inclusivity, Diversity & Equity) and Women’s Initiative.

Alorica Inc., a global leader in digital customer experience (CX) solutions, recently won Silver for Best Place to Work by Best in Biz Awards, the only independent business awards program judged each year by prominent editors and reporters from top-tier publications in North America. With a strong focus on creating the best employee experience, Alorica was recognized for its award-winning learning and development programs, digital-first engagement tools and socially responsible initiatives.

Making Lives Better with Alorica (MLBA), the nonprofit partner to Alorica Inc., a global leader in digital customer experience (CX) solutions, announced that it has received GuideStar's coveted Platinum Seal of Transparency, the highest level of recognition awarded to organizations that clearly present a five-year strategic plan and then consistently reach their outlined goals. GuideStar is the world's largest source of nonprofit data and highlights organizations that provide meaningful data and results to simplify the nonprofit evaluation process for potential donors. MLBA earned its first GuideStar Seal of Transparency in 2019 at the Gold level and this year has climbed up to reach the Platinum level.

Alorica Inc., a global leader in digital customer experience (CX) solutions, earned first place in PR Daily’s 2021 Nonprofit Communications Awards, recognized for “Diversity, Equity and Inclusion Communications.” Alorica was awarded for its Together for Inclusion, Diversity & Equity (TIDE) initiative, a cornerstone of the employee experience and blueprint for conversations on social issues that matter to the company’s global workforce.

Alorica Inc., a global leader in digital customer experience (CX) solutions, announced today that its Chief Culture Officer Joyce Lee, and non-profit partner Making Lives Better with Alorica (MLBA), have been named a Silver winner in the 18th annual Stevie® Awards for Women in Business, recognized for “Most Valuable Non-Profit Response”. Lee was honored for leading MLBA’s efforts to provide pandemic relief through a culture of connection and empowerment, spanning grant donations, charity support and resource assistance.

Alorica Inc., a global leader in customer experience (CX) solutions, has been named the winner of the Gold Stevie® Award for Employer of the Year in the Business & Professional Services category in the sixth annual Stevie Awards for Great Employers.

Alorica Inc., a global leader in customer experience solutions, announced today the appointment of Michael Moore as Senior Vice President, Customer Experience (CX) and Digital Solutions. Expanding on his successful executive consulting engagement with Alorica, Moore assumes responsibility for strategic leadership, account development and client advocacy in customizing transformative solutions to meet client expectations with a focus on high-growth, digital-first companies.

Alorica Inc., a trusted global leader in customer experience (CX) solutions, announced today that it won Comparably’s Best CEOs for Diversity Award. Based on the sentiment of employees of color who anonymously rated Alorica during a 12-month period (July 2020 – June 2021), this award recognizes the Company for driving positive culture change and encouraging diversity and inclusion across the organization.

Alorica Inc., a global leader in customer experience solutions, announced today the promotion of Dan Montenaro to Executive Vice President & General Counsel. In his new role on the company’s executive leadership team, Montenaro will oversee all global transactions, compliance, corporate governance, dispute resolution, and intellectual property functions for Alorica. Through thoughtful and strategic counsel, Montenaro will continue to support the increasing demand for Alorica’s customer experience solutions backed by effective compliance and risk mitigation strategies, further enabling the business to accelerate its growth initiatives.

Alorica Inc., a global leader in customer experience solutions, has been named a Silver winner in the 2021 Stevie® Awards for Minority-Owned Business of the Year. As the largest minority-owned business process outsourcing (BPO) provider in the world, Alorica is certified as a Minority Business Enterprise (MBE) by both the National Minority Supplier Development Council and Southern California Minority Supplier Development Council. Recognition by the Stevies affirms Alorica’s alignment with clients’ goals to hire and source from diverse and minority-owned companies.