Alorica Uses KYP.ai for Operational Excellence
Alorica is a leading CX transformation partner who uses innovative strategies to elevate operations and achieve exceptional outcomes for BPOs. Discover how they accelerate agent training, enhance productivity, and achieve millions in cost savings with insights from KYP.ai.
-
307h per month saved
-
20% productivity increased
-
100% Full coverage of real-time processes
-
100% Full coverage of real-time processes
The Challenge
What are the unique challenges that made Alorica choose KYP.ai?
Streamline Workflows and Reduce Escalations
Escalations are a hard truth in contact centers. They are costly and redirect resources from revenue-generating work — and even with awareness of the problem, getting it consistently right remains a challenge.
Performance Excellence Solutions (Telco & Insurance)
Oftentimes, there is a significant gap between seasoned and new agents' performance. This leads to an inconsistent customer experience, lowered efficiency, and ultimately higher customer churn across accounts.
Remote Workforce Optimization
With hybrid and remote roles, it's difficult to understand what's working and what needs improvement. Organizations lack visibility to pinpoint where downtime occurs and how resolving them can improve success.
The Solution
-
Intelligent Process Discovery with KYP.ai Integration Leveraged automated workflow analysis to identify operational inefficiencies and eliminate manual tasks through data-driven, actionable insights
-
Strategic Task Mining Implemented sophisticated task analysis to discover hidden productivity opportunities, directly enhancing agent performance metrics through deep behavioral insights.
-
End-to-End RPA & Workflow Automation Delivered scalable process streamlining by automating repetitive tasks, enabling more efficient operations across the organization.
-
Advanced GenAI Implementation Deployed artificial intelligence to automate frequently occurring tasks, significantly reducing case resolution times and improving overall service delivery.
The Impact
These four solution components work in synergy to drive comprehensive digital transformation, addressing different aspects of operational efficiency and automation.
- $2.5M in optimization savings
- 8% less remote idle time
- 12% faster agent onboarding
- 26% automation potential identified
overall productivity boost
in optimization savings
What Would Your
Success Story Look Like?
Learn more and book a demo
About KYP.ai
KYP.ai is an agentic process intelligence platform built on three pillars: a 360° View capturing real-time data across your organization's people, processes, and technology; a Business Transformation Engine that quantifies inefficiencies and calculates automation ROI; and an Agentic AI Enabler generating ready-to-execute agent code with structured business context.
Quick Links
© 2026 All Rights Reserved.
"KYP.ai has transformed how we approach operational excellence at Alorica. Their platform enables us to capture comprehensive data across our entire agent population, moving beyond traditional sampling methods to get a complete picture of our operations. In one project, we leveraged KYP's continuous monitoring capabilities to achieve a 30% productivity improvement for an insurance client, and in another case, we identified and eliminated 25% of non-value-added activities, resulting in $2.5M annual savings for a food delivery app client. The platform's robust privacy controls and rapid time-to-value make it an invaluable partner in our digital transformation journey."
Prashant Kandukuri Vice President & Go To Market Leader – Digital Solutions | Alorica IQ