Alorica Inc., a tech-enabled global leader in customer experience (CX), is entering 2025 with unparalleled momentum, building on a transformative 2024. The company achieved key milestones in AI-driven CX, multilingual solutions, CCaaS growth, and global expansion, reinforcing its industry leadership.

"Alorica has set the bar in the CX sector, delivering phenomenal results for our clients while building an empowered workforce," said Mike Clifton, Co-CEO, Alorica. "With AI-powered solutions and strategic partnerships, we’re redefining customer interactions and ensuring brands stay ahead in an evolving digital landscape."

Breakthroughs in Digital-First CX

Alorica’s 2024 innovations included:

AI-Driven Agent Assist – Over 45 million notifications processed, improving client productivity by up to 20%.
Alorica ReVoLT – First-to-market real-time voice language translation, cutting costs by up to 50%.
Knowledge IQ & Conversational AI – AI-powered assistive systems solving complex customer issues.
Conversational AI Success – Engagement rates soared from 20% to 120%, driving immediate, predictive interactions.
CCaaS Growth – 368% increase in deployments, reducing implementation time from months to weeks and cutting client costs by 35%.
Alorica IQ Labs Expansion – Strengthening co-development capabilities in Bangalore.

AI-Powered CX in Action: Aer Lingus Case Study

Aer Lingus, Ireland’s flagship airline, partnered with Alorica IQ to drive Digital Experience (DX) transformation.

"Alorica has been an innovative partner, always bringing us new CX solutions. Their team helped us develop ‘Kara,’ our meta human, to enhance customer support," said Helen van Tonder, Head of Customer Care, Aer Lingus.

Record-Setting Customer & Employee Engagement

Alorica’s CX advancements translated into industry-leading satisfaction metrics:

Record-High Net Promoter Score (NPS) – Surpassing B2B industry benchmarks.
300% Growth in Digital-First Services – Brands are turning to Alorica for Advisory, Analytics, and Alorica IQ Innovation.
87 eNPS Employee Engagement Score – APAC and LATAM regions exceeded 90.
20% Reduction in Agent Attrition – Thanks to proprietary Alorica Connect, NextGen Coaching, and AVA RTA.
30% Workforce Expansion – Strengthening service quality and innovation.

Global Expansion & Future-Focused Growth

In 2024, Alorica expanded its global footprint to Paraguay, South Africa, and Egypt, reinforcing its ability to deliver world-class CX services worldwide.

"The brands leading CX in 2025 will embrace AI, multilingual delivery, and data-driven personalization while investing in a skilled workforce," said Max Schwendner, Co-CEO, Alorica. "Alorica continues to disrupt the market, ensuring clients have cutting-edge solutions and expert teams to drive extraordinary growth."

As AI and digital-first CX continue to evolve, Alorica is pioneering the future with AI-powered tools, multilingual solutions, and a customer-first philosophy. With record-setting achievements in 2024, the company is positioned to redefine CX innovation in 2025 and beyond.