Customer experience firm Alorica opens innovation lab and back office centre in India

Customer experience solutions firm Alorica has set up a business process management operations centre and an innovation lab in Bengaluru, the company said in a statement.

The California-based company said that it will hire 300 people for its India office this year and could also potentially add more jobs in the coming years.

The two-decade-old firm said that it was continually broadening its footprint in Asia-Pacific and the India office will accommodate the growing demand for digital, cognitive and robotic process management services.

The innovation lab will augment the company's ability to house a team solely focused on exploring new technologies in a highly competitive marketplace, it added.

“As we strive to transform our business, we consistently look for opportunities to meet these objectives. Expanding into India was a natural progression for our business,” said Bhaskar Menon, chief transformation officer at Alorica. He added that the India office will help move the company closer to several digital companies that are looking to disrupt the customer experience industry.

Alorica said that the innovation lab, which would be the firm's first Digital Centre of Excellence, will focus on digital transformation through process re-engineering, leveraging intelligent automation and robotics. It added that the company has several Indian customers but did not disclose the names of these firms.

The $2.5-billion firm said that it will deploy an agile approach in developing solutions, designing, testing as well as deploying digital transformation platforms and services. These services include robotic and cognitive automation, digital sandboxes, omnichannel super-agents, blockchain, business transformation consulting, analytics and data-driven insights among others.

Alorica has over 24 offices in the Asia Pacific employing nearly 40,000 people in the region.