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Alorica Enlists Avaya Cloud for Global Contact Center Operations


Global company with 100,000 agents and millions of end customers engaging in cloud transformation using Avaya Contact Center Solutions

SANTA CLARA, Calif.--(BUSINESS WIRE)-- Avaya Holdings Corp. (NYSE:AVYA) today announced that one of the largest BPOs will transition all of its global contact center operations to the Avaya Cloud. Alorica, the world’s leading platform for all customer interactions, will implement a complete Avaya contact center cloud solution (CCaaS) to support 100,000 agents, hundreds of client companies, and millions of their end customers around the world.

Alorica is the first company to be announced as an Avaya Cloud customer utilizing Avaya’s industry-leading contact center technologies on the Spoken Communications cloud-native, multi-tenant architecture since the close of the acquisition.

A fast-growing company on the leading edge of its industry, Alorica has nearly doubled in size in recent years as a result of acquisitions. Existing on-premises infrastructure required significant resources to maintain and onboard new clients, and in some cases had reached its limits. A new solution was needed to enable the company to maintain its leadership position, dedicate more resources to innovating customer experiences for clients, maximize efficiency and improve speed-to-market. Avaya will help Alorica meet all its objectives by upgrading its contact center technologies and transitioning them to the cloud.

The CCaaS deployment will span the full slate of Avaya solutions and services: omnichannel, self-service, proactive service, reporting and analytics, and workforce optimization will be available to Alorica. By moving to Avaya Cloud, Alorica gains the agility and consistency it needs, expert service support and management by Avaya, and a predictable, regular expense instead of a major capital expense (CAPEX).

The Avaya Cloud enables Alorica to easily and efficiently scale agents and usage payments to address fluctuations between normalized and peak periods of demand, such as holiday seasons or promotional campaigns. The company is also assured that the most recent software as well as increased reliability and redundancy will underpin its operations.

Leveraging Avaya’s next generation technologies and cloud delivery platform, Alorica will be able to stay ahead of its clients’ and customers’ digital demands. Alorica can focus more on creating and customizing customer experiences using mobile and video apps, omnichannel interactions and a contextual view of the customer journey, improved automation and insights via artificial intelligence and speech analytics rather than on system management and maintenance.

All Avaya solutions to be deployed for Alorica are compliant with HIPAA, PCI and European Union (EU) requirements and carry unparalleled, built-in security to help ensure that clients’ and customers’ information are kept private.

Jonathan Merrell, Alorica CIO, said:

“Every day, I have two main thoughts: When I wake up, I ask if the system’s working; and before I go to sleep, I ask if we made the customer experience better. With the Avaya Cloud, I will have the most reliable environment I could ask for. We can refocus a good portion of our IT staff on making the customer experience stronger with Avaya’s mobile and video apps, voice processing and webRTC and artificial intelligence.

“The trust we have with Avaya is essential – that trust has been earned over the years with consistent delivery of highly scalable, mission critical contact center solutions. Avaya has always gone above and beyond when we’ve called for support.”

About Alorica

At Alorica, we only do one thing -- we make lives better. How? As the world’s leading platform for all customer interactions, we create insanely great experiences for customers fueled by innovative technology, advanced data analytics, and CX intelligence. Utilizing insights from more than 600 million consumer interactions curated annually, Alorica is the systems integrator of choice to 25 of the Fortune 50 healthcare companies, six of the 10 largest financial institutions, four of the five largest telecommunications companies, and five of the largest retail companies. We call the OC home, headquartered in Irvine, Calif., with more than 100,000 employees in approximately 140 locations across 16 countries and 12 time zones around the globe.

About Avaya

Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, availability and effectiveness of new products and features. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

Source: Avaya Holdings Corp.

Avaya Holdings Corp.

Deborah Lewandowski, 630-245-2720

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