Benefits: Improve CX with Speech Analytics
With Alorica’s enhanced speech analytics capabilities, its clients are better able to improve the customer experience by addressing customer inquiries and issues faster on the first call. Additionally, Alorica’s enhanced analytics enable the company’s clients to reduce call volume and costs by identifying ineffective self-serve tools and broken operational processes, and lower churn by proactively engaging with potential detractors identified by common calling and speech patterns.
“With Verint Speech Analytics, we’re able to transcribe things that just happened a few hours ago so we can monitor trends throughout the day in near real-time,” explains Fortlage. “We’re helping our clients find those insights that make their customer relationships stronger.”
Verint has also helped Alorica simplify customer engagement, notes Fortlage. “Our business involves a great deal of complexity with all the different customers, activities, rules and technologies. Keeping things simple is just necessary, and Verint has been able to support our growth journey in a way that’s incredibly effective but also simple.”