Omnichannel—Customer Service Management

Unifying information between multiple systems empowers your customers to communicate across all channels without friction.


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Give your customers control over their experience.

Strengthen your channel effectiveness and brand engagement, regardless of when, where and how your customers communicate—traditional channels, digital channels, self-service or automation. Using intelligent integration of data, our Customer Experience Management Portal (CxMP) unifies information between multiple systems to simplify interactions that enable an insanely great customer experience. Combined with our award-winning Customer Experience Transformation (CxT) services, you can increase call deflection and optimize cost-effective contact alternatives, including self-service, social care and chat options.

Customer service results you can measure.


increase in customer satisfaction rates for a leading multi-national media corporation


increase of customer use of self-service options, resulting in a 10% customer satisfaction rating increase for a large telecommunications provider


reduction in year-over-year contact minutes for a leading consumer electronics manufacturer


Simultaneously reduce call volume and drive customer satisfaction

Great customer support means solving customer problems quickly and effortlessly. We help you reduce program costs and enhance the customer experience by empowering customers to easily resolve problems before speaking to an agent. Self-service options include:

  • Interactive Voice Response (IVR)
  • Web portals
  • Video tutorials
  • SMS/Text
  • Native mobile app support
  • Customer communities



Social Care.

Social care strategies that improve customer sentiment and your bottom line

Social media has become the go-to channel for customer care and brand reputation management. Regardless of your current level of social engagement—from zero to a fully functional social care strategy—Alorica helps you use this channel to enhance brand preference, improve customer sentiment and enhance your bottom line. Our customer service management solution focuses on six proven success drivers:

  • Process implementation
  • Social customer care platform
  • Training environment
  • Agent selection
  • Assessment and recommendation
  • Measurement and reporting


Instant, convenient online assistance drives customer loyalty

Chat is increasingly relevant and valuable as a support channel, providing an opportunity to maximize engagement with customers who might otherwise have left your website without ever asking for help. Chat enables the capture of valuable customer data, and agents can handle multiple conversations simultaneously, reducing average interaction costs. In addition, live chat can increase conversion rates and reduce abandonment.

Alorica’s guided online customer services include:

  • Web chat
  • Video chat
  • Co-browsing
  • Proactive chat


When It All Comes Together

One of the nation’s leading producers and transporters of energy needed to improve customer service management and reduce costs.

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of calls answered in 60 seconds or less
lift in revenue for the client from increasing sales conversions of third-party upsells
drop in transferred escalations just after six months

Reduce information silos
by consolidating data into a single, easy-to-use agent interface


Data-driven insights help to refine processes and improve customer outcomes


Control costs with self-service alternatives that reduce contact volumes while boosting brand preference

Let's Get Started.

Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.