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.
What they do
CX Transformation
Founded in
1999
Headquarters
Irvine, CA
Employees
100,000
In a nutshell
Alorica leads the industry in Business Process and Customer Satisfaction Outsourcing, managing solutions across the entire customer lifecycle. At its heart, their mission is beautifully simple: making lives better, one interaction at a time. They've earned the trust of the world's most respected brands by tackling each day and every challenge with unwavering passion, performance, and a focus on possibilities
Challenges
What inspired Alorica leadership to leverage KYP.ai to support operational excellence initiatives?
Solution
These four solution components work in synergy to drive comprehensive digital transformation, addressing different aspects of operational efficiency and automation.
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.
Five Key Results
Delivered $2.5M in optimization savings through strategic implementation of efficiency measures.
Achieved 8% reduction in idle time across remote teams, maximizing productive hours.
Identified 26% automation potential across operations, revealing substantial opportunities for process enhancement.
Reduced agent onboarding time by 12%, enabling faster team scaling and deployment.
Drove an 18% boost in overall productivity, significantly improving operational effectiveness.
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.
KYP.ai 
Mariusz Misiek 
Felix Haeser 
Wojciech Zytkowiak-Wenzel 
Sarah Burnett 
