Alorica Redefines CX Leadership with Record Milestones in Innovation and Global Expansion in 2024

The company’s advanced AI solutions raised the bar, empowering clients with smarter, faster and more efficient strategies for future-ready success

Alorica Redefines CX Leadership with Record Milestones in Innovation and Global Expansion in 2024

Media Contact:
Carla Perroni Aguilera
Carla.PerroniAguilera@alorica.com

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 has set the bar in the CX sector, delivered phenomenal results for our clients and built a workplace that empowers our employees to thrive,” said Mike Clifton, Co-CEO, Alorica. “As the industry undergoes continuous technological disruption, Alorica has demonstrated its ability to perform highly complex transactions in both front and back office support. Our partnerships with the world’s leading technology firms in enterprise and mid-market delivered first-of-its-kind solutions, including linguistic voice capabilities, agentic AI agents and conversational AI assistive systems. Many of the advancements have led to dramatic shifts in delivering outcome-based human-in-the-loop platform models for our clients. We are just getting started, and working with our Chairman and Founder Andy Lee to continue disrupting the market will ensure Alorica has a prominent position in the future.”

Alorica’s commitment to a digital-first approach took center stage in 2024 with:

Completion of the 30^th Agent Assist Implementation: Processing over 45 million agent assist notifications, empowering clients to achieve up to 20% productivity gains.
Debut of Alorica ReVoLT: This first-to-market real-time voice language translation technology is reshaping multilingual user interactions with localized and more efficient support while reducing costs up to 50%.
Introduction of Knowledge IQ and Conversational AI: Alorica’s next generation human-in-the-loop assistive agentic and natural language neural node-based model to empower the most complex problems.
Conversational AI Integration Results: Driving engagement rates from under 20% to 120% with personalized interaction that is immediate and predictive.
Growth in CCaaS: 368% increase in CCaaS deployments, increasing feature access while reducing utilization times to weeks instead of months, saving up to 35% for clients.
Expansion of the Company’s Bangalore Alorica IQ Labs: Redefining the customer pilot and co-development partnership, enhancing its ability to test next-generation technologies using data from client interactions.

Among Alorica’s hundreds of clients across the globe, Aer Lingus—Ireland’s flagship airline carrier—experienced first-hand how Alorica IQ drove Digital Experience (DX) transformation.

“Alorica has proven to be an innovative partner from the very beginning and is always bringing us new CX solutions that help our business and employees provide better customer care,” said Helen van Tonder, head of customer care at Aer Lingus. “This past year Alorica has helped our airline develop and launch a meta human, Kara, who we’ve been excited to ‘bring to life.’ The company has been a truly transformative strategic partner, integrating seamlessly and helping Aer Lingus prepare for the future.”

In 2024, Alorica’s record-breaking Net Promoter Score (NPS), which surpassed B2B industry standards, and high Customer Effort Score (CES) indicates that clients experienced smooth and effortless interactions, which is critical for driving satisfaction, loyalty and long-term engagement. By capturing client sentiment from every stage, Alorica showcases its commitment to delivering seamless and efficient service that, ultimately, enhances the overall CX. Additionally, the 300% growth in digital-first services such as Advisory, Analytics and Alorica IQ Innovation, demonstrates the increasing need from brands for Alorica’s consultative approach and innovative systems.

In addition to its continued innovation and the results it has helped its clients achieve, Alorica expanded its global footprint to Paraguay, South Africa and Egypt in 2024. This growth is a testament to the company’s commitment to delivering world-class services wherever they are needed. Alorica also focused on talent enrichment and retention strategies over the last year to ensure its people remain at the heart of its success:

Record High Employee Engagement Scores (eNPS): Achieving a record-high eNPS of 87, with APAC and LATAM regions exceeding 90.
Reduced Attrition: Agent attrition dropped by 20%, thanks to proprietary programs like Alorica Connect, NextGen Coaching and AVA RTA.
Workforce Growth: Hiring initiatives expanded the Alorica team by 30%, fostering innovation and improving service quality.

“We recognize that investing in our people and delivering exceptional and meaningful interactions are the cornerstones of measurable business success,” stated Max Schwendner, Co-CEO, Alorica. “And the brands that will lead the pack and transform this industry in 2025 are those that not only embrace multilingual delivery, AI-augmented agents, conversational AI and data-driven personalization but also understand the importance of an empowered workforce. At Alorica, we know that the best technology is only as strong as the people behind it, which is why we invest in both innovation and talent—ensuring our clients have the disruptive tools and skilled teams needed to exceed expectations and achieve extraordinary growth.”

To learn more about Alorica’s offerings and experience Alorica’s Conversational AI in up to 30 languages, visit www.alorica.com/alorica-iq.

About Alorica

Alorica is the global leader in designing and deploying tech-enabled customer experiences (CX) at scale. As a full-service, strategic CX partner, we combine next-gen technology and managed service expertise with a digital-first, human-focused approach. Our 100,000+ experts across 17 countries— including agents, technologists and solutionists—empower brands around the world with tailored interactions customers crave. Through our multifaceted technology portfolio and 150% YoY investment in digital innovation, our clients have access to pioneering technology and digital transformation results that include a 120% increase in engagement, 45%+ in contact reduction, and 20% in cost savings. Alorica’s proven track record of delivering best-in-class performance for 25+ years has resulted in world-class customer and employee satisfaction scores along with long-term loyalty. To learn more, visit www.alorica.com.