Alorica, Genesys Collaborate for Global AI Success

Alorica, Genesys Collaborate for Global AI Success

How Genesys Cloud CX and Alorica IQ create transformative omnichannel experiences, offering smarter automation, personalization, and enhanced customer satisfaction across diverse industries.

Alorica, a provider of next-generation customer experience solutions, and Genesys, a global cloud leader in AI-powered experience orchestration, are partnering to enable brands to drive deeper customer loyalty and improve business outcomes through the transformative potential of AI.

To help enterprise clients worldwide offer seamless omnichannel experiences, Alorica has implemented Genesys Cloud CX for its extensive AI and digital capabilities, track-record of innovation and proven resiliency, security, and scalability.

Coupled with Alorica’s managed services, scalable workforce, curriculum-as-a-service, and award-winning analytics, Genesys bolsters Alorica IQ—the CX provider’s digital foundry—to deliver outcome-based technology solutions that map and solve customer pain points.

Powered by Genesys’ leading AI technology, Alorica offers smarter automation, personalization, and optimization on behalf of some of the most progressive companies in the world.

Genesys Cloud CX is supporting thousands of Alorica employees in delivering exceptional results for its first wave of global clients spanning diverse industries including fintech, retail, gaming, telecommunication, public sector, and more.

“As more enterprises move to the cloud, many of our clients have come to us with the same three key priorities,” explained Alorica’s chief digital officer Harry Folloder. “First, organizations need a reliable platform to support customers and employees globally without disruption. They also need to make digital channels easily accessible and integrated so customers can communicate how they want, when they want. Finally, they want to deploy AI solutions for various support CX needs including self-service, virtual assistant and agent assist. These areas are where Alorica IQ and Genesys can make the biggest impact together.”

According to the companies, through Alorica’s partnership with Genesys, the digital CX provider can provide its clients the manpower, technology, and vision to support their current and future needs.

Using Genesys Cloud CX’s extensive generative, conversation, and predictive AI capabilities, Alorica enables clients to differentiate in market through intelligent self-service and automation, resulting in stronger human and bot-assisted experiences that drive customer satisfaction, while helping them improve operational efficiency, according to the companies.

In addition to increased productivity and enhanced CX, Alorica’s transition to cloud from on-premises solutions is a major step toward reaching its sustainability goals as part of its environmental, social, and governance (ESG) commitment.

“Our partnership with Alorica is based on a shared belief in the power of delivering people-centric experiences,” stated Brett Weigl, SVP and GM of digital, AI, and journey orchestration at Genesys. “Our innovative work with Alorica represents our commitment to ensuring clients are future ready with AI and automation tools for smoother operations and self-servicing. We share a common innovation roadmap that focuses on offering powerful yet easy-to-use technology for more seamless end-to-end experiences, and increased customer trust and loyalty.”