Alorica Inc. a provider of outsourced customer contact management services announced that it has been selected as winner of the 2010 Product of the Year Award for both Alorica Analytics, its proprietary, state-of-the-art analytics tool, and Helix by Alorica, its Web-based technology management service platform.

Company soucres added that the awards were presented by TMC’s (News - Alert) Customer Interaction Solutions or CIS magazine. Customer Interaction Solutions is a publication dedicated to CRM, contact/call centers and teleservices. 

In a release Andy Lee, CEO of Alorica said, “Today, achieving business longevity means being able to accurately measure, understand and refine your marketing and customer care initiatives. Alorica Analytics gives our clients a clear, accurate view of their performance across multiple campaigns. They can then use this data to make more informed decisions about customer service, product design and business development, thus increasing their odds for success in these areas.”

“Helix by Alorica provides a comprehensive software suite whose unique web-based architecture bridges CRM support from the front-end to the back-end and across the entire enterprise,” Lee added.

Also Helix by Alorica consists of solution components which can be implemented independently or integrated as one or multiple solutions. The solution that suits a client’s need can be chosen with respect to specific situation.

Alorica’s analytics tool can seamlessly consolidate customer data from multiple sources into an intuitive graphical interface that enables analysis and comparison of metrics from different campaigns and initiatives.

The dashboard view in the application 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.

Also Alorica Analytics offers several drill-down reporting capabilities using which personnel can review, summarize and understand performance trends, issues and resolutions for why customers call, when customers call, customer and product dispositions, and campaign handling data besides others.

Helix by Alorica or HbA serves as an integrated, Web-based enterprise software suite of Customer Relationship Management (CRM) and Supply Chain Management (SCM) applications and also as a service automation solution.

HbA is an automation tool and enabler of end-to-end e-business, service and customer care solutions. It also provides users with a data analysis tool that is optimized for reporting as it accurately transforms transactional and statistical data to business intelligence in real-time.

Alorica delivers BPO customer contact management solutions providing various advanced customer contact management solutions like customer care, technical support, sales, collections and social media services to companies.

 Technology Marketing Corporation (TMC) announced the winners of Customer Interaction Solutions magazine’s 2010 Product of the Year Awards in December 2010.