Alorica, a leader in next-generation customer experience solutions, and Genesys have joined forces to revolutionise customer loyalty and improve business outcomes through the transformative potential of AI.
The collaboration is driven by a shared belief in delivering people-centric experiences and aims to enable brands to cultivate deeper customer loyalty and enhance business performance through the deployment of advanced AI technology.
Alorica, leveraging Genesys’ leading AI technology, will deliver smarter automation, personalisation, and optimisation for progressive companies across various sectors, including FinTech, retail, gaming, and telecommunications.
The transition to a cloud-based solution not only enhances productivity and CX but also aligns with Alorica’s commitment to Environmental, Social, and Governance (ESG) goals, significantly reducing carbon footprints compared to on-premises solutions.
Some notable successes include enhancing contact centre platforms for media companies, expanding digital channels for telecommunication providers, and deploying self-service AI tools for beauty and skincare brands.
Alorica’s Chief Digital Officer Harry Folloder, said, “As more enterprises move to the cloud, many of our clients have come to us with the same three key priorities. First, organisations 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 a variety of support CX needs including self-service, virtual assistant and agent assist. These are the areas where Alorica IQ and Genesys can make the biggest impact together,” he continued.
Brett Weigl, SVP and GM of Digital, AI, and Journey Orchestration at Genesys, said, “Our partnership with Alorica is based on a shared belief in the power of delivering people-centric experiences.
“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,” he continued.
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