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Alorica - CMS in High Tech

Vendor Analysis

by NelsonHall Analyst

published on Nov 23, 2015

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Report Overview:

Alorica is a privately held firm headquartered in Irvine, California, which began operations in 1999 as a technology services company. It entered the customer management services (CMS) market in 2003, with its first client from the telecommunications industry sector. Across all industries it employs ~48k personnel globally and operates 73 contact centers in the U.S., the Philippines, Dominican Republic, Brazil, Mexico, Jamaica, and Honduras. 

Who is this Report for:

NelsonHall’s CMS in high tech industry sector profile on Alorica is a comprehensive assessment of Alorica’s high tech sector customer management services (CMS) offerings and capabilities, designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the high tech sector 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 high tech sector CMS offerings, capabilities, and market and financial strength, 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 CMS high tech sector customer base, including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s high tech sector CMS offerings and key service components
  • Analysis of the company’s delivery organization including the geography of delivery locations used for CMS high tech sector clients. 

Key Findings & Highlights:

In March 2015, Alorica acquired West Corporation’s Agent Services business for $275m in cash. In 2014, the agent services business generated ~$580m in revenues, and Alorica anticipates $1.2bn in combined revenues for 2015, making it a top 10 CMS player globally.

Alorica has ~3.2k dedicated agents supporting its CMS high tech clients from its global delivery centers in the U.S., Dominican Republic, Brazil, and the Philippines.

Alorica provides a range of offerings to the high tech sector, including: 

  • Customer care
  • Sales
  • Repair and refurbishment
  • Installation and connectivity
  • Technical support
  • Corporate helpdesk and escalations
  • Warranty support
  • Renewals management.

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