Alorica is staking its claim as one of the CX industry’s most pragmatic AI innovators. The digitally powered customer experience (CX) services leader has been named an Innovative Organization winner in the 2026 BIG Innovation Awards, a global program recognizing companies that turn innovation into measurable, real-world business outcomes.

The award highlights Alorica’s ability to operationalize artificial intelligence at scale across enterprise CX environments—an area where many vendors promise transformation but struggle to move beyond pilots. At the center of Alorica’s recognition are Alorica IQ, its digital innovation practice, and evoAI, its enterprise-grade conversational AI platform. Together, they represent a platform-driven approach grounded in what Alorica calls a “human-in-command” design philosophy.

In practical terms, that means AI is deployed not to replace people, but to augment agents, streamline workflows, and improve customer outcomes—without breaking existing systems or frontline trust.

From AI ambition to operational impact

Enterprise CX leaders are under intense pressure to modernize operations with AI while maintaining service quality, compliance, and employee engagement. Alorica’s BIG Innovation Award reflects its ability to navigate that balancing act.

“This recognition validates our belief that innovation only matters when it delivers real business outcomes,” said Max Schwendner, Co-CEO of Alorica. “Through Alorica IQ and evoAI, we help brands convert AI investment into operational value—where human expertise and intelligent automation work together to build trust, efficiency, and long-term growth.”

That framing aligns closely with how the CX market is evolving. As generative AI adoption accelerates, buyers are increasingly skeptical of standalone tools and black-box automation. What they want instead are platforms that integrate with existing ecosystems, scale globally, and deliver clear ROI.

Alorica IQ: Turning applied AI into a repeatable system

Alorica IQ functions as the company’s innovation engine, designed to move AI from experimentation to enterprise-wide execution. Unlike traditional innovation labs that operate at the edge of the organization, Alorica IQ blends platform engineering, frontline agent insight, and large-scale deployment capabilities.

This model allows Alorica to operationalize applied AI across client programs in a repeatable way—turning point solutions into standardized, scalable capabilities. For global brands managing millions of customer interactions, that repeatability is critical.

Alorica IQ’s role is less about flashy demos and more about building production-ready systems that can be governed, secured, and continuously improved. In an era where AI risk management is top of mind for CMOs and CIOs alike, that approach is resonating.

evoAI: Conversational AI designed with agents, not around them

At the core of Alorica’s AI stack is evoAI, a conversational AI platform built specifically for enterprise CX use cases. Rather than forcing organizations to redesign their operations around AI, evoAI is designed to integrate seamlessly into existing technology environments.

The platform supports more than 100 languages and dialects and delivers context-aware, emotionally intelligent interactions across both voice and digital channels. Importantly, evoAI was built in partnership with frontline CX agents—a design choice that directly addresses one of the biggest barriers to AI adoption in contact centers: agent resistance.

By enhancing workflows instead of disrupting them, evoAI improves adoption, boosts agent confidence, and drives performance gains without eroding trust.

That human-centric design is increasingly important as regulators, unions, and employees scrutinize how AI is deployed in customer-facing roles.

Measurable results across industries

What ultimately sets Alorica apart in a crowded CX technology landscape is performance data. Across multiple enterprise deployments, evoAI has demonstrated the ability to automate up to 50% of customer interactions and reduce average handle time by as much as 40%.

Those efficiency gains translate directly into cost savings, but the impact goes beyond operations. Alorica reports quantifiable improvements in CSAT, engagement, and conversion across verticals including telecom, retail, healthcare, and financial services.

For brands navigating margin pressure and rising customer expectations, those results underscore why AI is becoming a strategic CX lever rather than a back-office optimization tool.

A broader signal to the CX and MarTech market

Alorica’s BIG Innovation Award lands at a moment when CX, MarTech, and AI are converging. Marketing leaders are increasingly accountable for post-acquisition experiences, while CX teams are being asked to contribute directly to growth, loyalty, and lifetime value.

In that context, platforms like evoAI blur traditional lines—connecting conversational AI, data, and human expertise into a single operational layer that impacts both marketing and service outcomes.

“Innovation has always been part of Alorica’s DNA, but we focus on technology that drives scalable growth for both Alorica and our clients,” said Mike Clifton, Co-CEO of Alorica. “Our solutions are built to be trusted, secure, and enterprise-ready, helping brands modernize operations and create more meaningful, efficient customer interactions.”

Recognition builds on a growing awards track record

The 2026 BIG Innovation Award adds to an expanding list of industry accolades for Alorica and evoAI. The platform is now a seven-time award winner, with previous recognition including a Bronze Stevie for Technology Excellence, a Gold Globee Disruptor Award, the AI Breakthrough Award for Conversational AI Innovation, and multiple BIG and TMC honors.

While awards alone don’t define market leadership, the consistency of recognition points to a clear narrative: Alorica is executing where many AI initiatives stall—at the intersection of scale, trust, and measurable business impact.

For enterprise brands evaluating how to bring AI into CX without sacrificing human connection, Alorica’s latest win reinforces a growing consensus in the market: the future of customer experience isn’t human versus AI—it’s human plus AI, deployed with purpose.

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