Alorica Wins Gold Globee® Disruptor Award for its Leading Conversational AI Platform

evoAI is now a five-time winner for its emotionally intelligent, self-aware automation

Alorica Inc., a global leader in digitally-powered customer experiences (CX), achieved Gold in the 5^th Annual Globee Disruptor Awards in the Business Products & Services Industry Disruptors category for evoAI, its next-generation conversational AI solution. The company developed evoAI to challenge outdated automation models and deliver scalable, emotionally intelligent support. Through Alorica IQ, the company’s innovation incubator, Alorica continues to create intuitive technologies that help brands turn CX into a competitive advantage.

What sets evoAI apart is how Alorica built it—in partnership with the CX agents who use it daily for their live customer interactions. Through cross-functional ‘CX Innovation Pods,’ frontline agents, engineers, data scientists and client partners collaborated in agile sprints to create a system grounded in real-world challenges. This inclusive approach led to stronger adoption and more intuitive functionality from day one.

Unlike many AI solutions that require agents to toggle between disjointed tools, evoAI integrates directly into existing workflows—serving as an intelligent layer that enhances rather than disrupts established processes. By turning AI into a collaborative partner, this technology has improved agent morale, reduced burnout and increased retention. Most importantly, agents report feeling more confident, effective and engaged when supported by evoAI's capabilities.

“You can’t provide a conversational experience using AI without demonstrating empathy during a live interaction,” shared Harry Folloder, Chief Digital & Technology Officer at Alorica. “The key is to design AI to deliver emotional intelligence so that it can respond with the right intent, tone, timing and even language to meet customer expectations. evoAI is that example, offering self-aware, self-service technology that knows when to engage, escalate and turn friction into trust.”

Organizations across industries are seeing measurable results with evoAI. Enterprise-wide deployments are handling up to 50% of interaction volume, achieving a 73% containment rate (improving 33% beyond forecast) and a 500% surge in digital engagement. A major retailer increased online cart completions by 31% with real-time product support, while a global telecom provider improved its customer satisfaction score (CSAT) by 23%. By automating up to 50% of customer contacts, evoAI has also been proven to reduce agent handle time by 40%, boost first contact resolution (FCR) by 25% and increase conversion rates (CVR) by 20%.

evoAI delivers emotionally intelligent, context-aware support across voice, chat, IVR, SMS and digital channels—responding in under 0.5 seconds, significantly faster than the industry average of two to three seconds. It dynamically adjusts to pauses and interruptions, creating fluid and natural interactions. With the ability to support more than 120 languages and dialects, the platform combines speed, natural voice quality and over 95% intent recognition to create seamless, human-like experiences. Unlike traditional AI systems that rely on rigid decision trees and limited context, evoAI uses a proprietary multi-model architecture that integrates large language models with emotion detection networks. It now recognizes more than 30 distinct emotional patterns, allowing it to detect frustration, adjust tone and respond appropriately.

This recognition adds to Alorica’s growing portfolio of industry accolades. evoAI, now a five-time award winner, and Alorica ReVoLT, with five innovation awards of its own, continue to raise the bar in AI-powered CX. In 2025, Alorica received the We Love Tech Award for Customer Experience and the AI Excellence Award for Outstanding Organization in Customer Experience from the Business Intelligence Group, AI Breakthrough Award for Conversational AI Innovation, CUSTOMER Product of the Year Award by TMC, a Bronze Globee® for Most Innovative Company of the Year, and a Silver Stevie® for Innovation in Customer Service. These achievements follow an impressive 2024, which included a Bronze Stevie® for Technology Breakthrough of the Year and the AI Breakthrough Award for Best AI-Based Solution for Customer Service.

To learn more about evoAI and Alorica IQ, visit www.alorica.com/alorica-innovation-lab/conversational-ai.

About Alorica

Alorica is a global customer experience (CX) leader in designing and deploying tech-enabled, personalized customer experience (CX) solutions at scale. As a full-service, strategic CX partner, we combine next-gen technology and managed service expertise with a digital-first, human-focused approach. Our 100,000+ experts across 17 countries—including agents, technologists and solutionists—empower brands around the world with tailored interactions customers crave. Through our multifaceted technology portfolio and 150% YoY investment in digital innovation, our clients have access to pioneering technology and digital transformation results that include a 120% increase in engagement, 45%+ in contact reduction, and 20% in cost savings. With 26 years of proven CX experience and a track record of best-in-class performance, Alorica has earned world-class customer and employee satisfaction scores—driving long-term loyalty. To learn more, visit www.alorica.com.

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