|By Business Wire||
|February 10, 2014 11:15 AM EST||
Alorica, a leading provider of customer management outsourcing solutions, announced today that TMC, a global, integrated media company, has named Alorica Analytics and Helix by Alorica® as CUSTOMER 2014 Product of the Year Award winners.
“We are proud to have received the Product of the Year designation from Customer Magazine for both Alorica Analytics and Helix by Alorica,” said Chris Crowley, chief sales and marketing officer for Alorica. “The recognition validates the capabilities these tools provide for our clients to be innovative, industry leaders. Alorica Analytics provides a comprehensive view across multiple campaigns enabling real-time data driven decisions and Helix by Alorica delivers a complete software platform whose unique web-based architecture bridges CRM support from the front-end to the back-end and across the entire enterprise.”
“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Alorica with a 2014 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Its Alorica Analytics and Alorica Helix solution has proven deserving of this elite status and I look forward to continued innovation from Alorica in 2014 and beyond.”
Developed by internal technologists, Alorica’s Analytics tool seamlessly consolidates customer data from multiple sources into an intuitive graphical interface, enabling analysis and comparison of metrics from different campaigns and initiatives. The application has a dashboard view that allows Alorica and its clients to secure an instant, high-level snapshot of Key Performance Indicators (KPI’s) for all aspects of any client programs. Alorica Analytics provides limitless drill-down reporting capabilities that enable personnel to review, summarize and understand performance trends, issues and resolutions for why customers call, when customers call, customer and product dispositions, and campaign handling data. Other features include customized reporting, multi-level security and detailed “scorecards” of metrics pertaining to agent, team and program attendance, quality, attrition and performance.
Helix by Alorica (HbA) is an integrated, web-based enterprise software suite of Customer Relationship Management and Supply Chain Management applications, as well as service automation solutions. HbA acts as an automation tool and enabler of end-to-end e-business, service and customer care solutions. In addition, HbA offers a data analysis tool that is revolutionizing reporting standards, as it accurately transforms transactional and statistical data to business intelligence in real-time. In this capacity, HbA can provide corporate initiatives with future customer predictive behavior patterns, Return-on-Investment on product support costs, as well as customer/product lifecycle information for an organization to decide how it wants to provide service versus what type of service it needs to provide. Being 100 percent web-engineered, there are no accessibility imitations in terms of place or time for HbA's data analysis tool, or any other component of the software suite.
The 16th Annual Product of the Year Award winners are published in the January/February 2014 issue of CUSTOMER magazine, http://customer.tmcnet.com/.
For more information about the CUSTOMER 2014 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.
Alorica is a worldwide leading provider of customer management outsourcing solutions spanning the entire customer lifecycle. From customer acquisition and sales, to customer care and support, to logistics and fulfillment, Alorica offers a seamless customer experience across all service channels. Alorica’s award-winning Business Process Outsourcing services span both the Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all industries for Fortune 1000 companies. Headquartered in Irvine, Calif. with more than 20,000 employees in 40 domestic, near shore, and offshore customer management centers, Alorica offers the proven industry experience and know-how to provide a total customer management solution. For more information, please visit www.alorica.com.
TMC’s CUSTOMER Magazine
TMC’s CUSTOMER magazine premiered in September 2012 and is the industry’s new, definitive source for news, product information, and strategies for communications that engage customers and potential customers. Each issue of CUSTOMER includes news and insights on the latest developments in agent training, analytics, ERP, IVR, social CRM solutions, mobile apps, workforce management and more. Please visit http://customer.tmcnet.com for more information.
TMC is a global, integrated media company that supports clients' goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world's leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Cloud4SMB Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 - HTML5 & Mobile App Developer Conference; LatinComm Conference and Expo; M2M Evolution Conference & Expo; Mobile Payment Conference; Software Telco Congress; Super Wi-Fi Summit - The Global Spectrum Sharing and TV White Space Event; SIP Trunking, Unified Communications & WebRTC Seminars; Wearable Tech Conference & Expo III; Fitness and Sports Wearable Technology (FAST) Expo II, WebRTC Conference & Expo IV; and more.
For more information about TMC, visit www.tmcnet.com.
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