DEBUG: PAGE=domain, TITLE=CX Services Transformation,ID=1431,TEMPLATE=subprogram
toggle expanded view
programcode = CXSCXD
programid = 155
database = f
alerts = t
neat = t
vendors = t
forecasting = t
confidence = t
definitions = t

Search within: CX Services Transformation:


Access our analyst expertise:

Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.

To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

Subscribe to blogs & alerts:

manage email alerts using the form below, in order to be notified via email whenever we publish new content:

has Database = f has Confidence = t -- IGNORED

Confidence Index:

for CX Services Transformation

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

Join NelsonHall Customer Experience Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global CX Services Transformation market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

Alorica - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Feb 15, 2016

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

Alorica Inc (Alorica) is a privately held firm headquartered in Irvine, California. 

Who is this Report for:

NelsonHall’s Customer Management Services (CMS) profile on Alorica is a comprehensive assessment of Alorica’s offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of Alorica’s CMS offerings and capabilities, and market and financial strengths, including:

  • Identification of the company’s strategy, emphasis, and new developments
  • Analysis of the company’s strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s offerings and key service components
  • Analysis of the company’s delivery organization including the location of delivery locations.

Key Findings & Highlights:

In 2015, Alorica acquired most of West Corporations’ contact center business for $275m in cash, adding ~25k agents in four countries. In 2014, these West operations represented ~$580m in revenues, bringing Alorica’s revenues to $1.2bn. The acquisition increased Alorica’s global staff to ~48k employees.

Today, Alorica provides CMS, back-office outsourcing services such as data and document processing, and accounts receivable management. Alorica has 200 CMS clients, serviced by ~48k employees in seven countries.

Alorica offers CMS services for the different stages of the customer lifecycle, with a focus on technical support, customer care and sales.

It offers services in:

  • Sales generation
  • Customer care
  • Technical support
  • Collections
  • Back-office CMS/fulfillment.

Login to get full access: