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Alorica - CMS in High Tech
Vendor Analysis
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.