Why Alorica Scaled Sanas Across Its Global BPO Operations
From Call-Quality Improvement to Company-Wide Operating Standard
Alorica manages contact center operations at global scale, with tens of thousands of agents supporting enterprise clients across healthcare, financial services, telecom, and technology. After deploying Sanas and seeing the measurable difference in call quality, Alorica moved to mandate it company-wide and adopted Sanas as a platform for standardizing voice quality across its operations.
The Challenge
At Alorica's scale, communication quality is more than an agent-level issue. Background noise, unclear speech, and inconsistent call quality quickly become visible to clients and customers. In regulated, high-stakes environments, that can affect QA, compliance, and an agent's ability to build trust in the moment.
Background noise was one of the clearest examples: open contact centers create ambient sound that makes live calls harder to follow and degrades the recordings used for QA.
The challenge was turning better call experience into something Alorica could standardize across geographies, client accounts, and technology environments without creating new security, latency, or governance concerns.
The Solution
For Alorica, the architecture was as important as the call experience. Healthcare, financial services, and telecom clients all bring strict expectations around data handling — and Sanas processes noise cancellation and accent translation locally on the agent device rather than routing call audio through the cloud.
"Sanas's speech AI solutions are fully local and offline. No cloud dependency outside of telemetry. That architectural clarity eliminates an entire category of potential failure points."Senior IT Architect, Alorica
The technology also had to work in real time without making agents sound artificial. Customers still needed to hear a real person - tone, emotion, and empathy intact.
The broader platform direction was another fit: noise cancellation, accent translation, language translation, and speech intelligence in a single platform, rather than a different vendor stack for every client account.
The Results
What began as an improvement to call quality became a broader operating standard. Once call became clearer, customers noticed the difference and clients expected that level of quality to continue.
Local processing reduced concerns around live audio handling. Low-latency performance kept conversations natural. And a consistent platform gave Alorica a stronger foundation for managing voice quality across many accounts, rather than solving the same problem client by client.
Sanas Across Alorica
For Alorica, Sanas became more than a speech quality tool. It also improved communication quality without compromising security, scale, or the human side of live conversations. Sanas is now one platform running across every geography and client account at Alorica.