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Alorica - CMS in Telecommunications/Cable/Satellite

Vendor Analysis

by Vicki Jenkins

published on Oct 28, 2014

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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 ~20k personnel globally and operates 40 contact centers in five countries: the U.S., the Philippines, Dominican Republic, Brazil and Honduras.

Who is this Report for:

NelsonHall's CMS in telecommunications/cable/satellite industry sector profile on Alorica is a comprehensive assessment of Alorica's telecommunications/cable/satellite sector customer management services (CMS) offerings and capabilities, designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the telecommunications/cable/satellite 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 telecommunications/cable/satellite 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 telecommunications/cable/satellite sector customer base, including the company's targeting strategy and examples of current contracts
  • Analysis of the company's telecommunications/cable/satellite sector CMS offerings and key service components
  • Analysis of the company's delivery organization including the geography of delivery locations used for telecommunications/cable/satellite sector clients.

Key Findings & Highlights:

In 2005, it co-designed its concierge offering, a high-touch support model, while expanding its delivery to include the Philippines and Dominican Republic; at this time it had 5k employees. Since 2010 it has acquired PRC and Ryla, expanded to ~20k employees, and has doubled its delivery capability from the Dominican Republic. It has also co-sourced technology centers and product labs in the U.S. and Brazil, and expanded its delivery to Honduras.

The majority of Alorica's CMS telecommunications/cable/satellite agents are based in the U.S. The company provides CMS in support in a range of offerings including:

  • Customer care
  • Technical support
  • Sales
  • Retention
  • Back office.

Alorica has delivery centers in support of its telecommunications/ cable/satellite customers in the U.S., the Philippines, the Dominican Republic and Honduras.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Centers for Telecommunications/Cable/Satellite Clients
  • Partnerships
  • Proprietary Technology
  • Pricing
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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