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Alorica - Customer Experience Services in Travel, Transport, and Hospitality

Vendor Analysis

by Ivan Kotzev

published on Jan 09, 2018

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Report Overview:

This NelsonHall assessment analyzes Alorica's offerings and capabilities in customer experience services in the travel, transport, and hospitality sector.

Who is this Report for:

NelsonHall’s Customer Experience Services in Travel, Transport, and Hospitality profile on Alorica is a comprehensive assessment of Alorica’s offerings and capabilities designed for: 

  • Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS 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 customer experience services in travel, transportation, and hospitality 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 sites. 

Key Findings & Highlights:

Alorica Inc. (Alorica) is a private BPS provider specialized in customer experience services. It was founded in 1999 and is headquartered in  Irvine, California. Alorica has been supporting the travel and hospitality  segment since 2004; its first client was a U.S. airline.

Currently, the company provides customer care, technical support, sales and reservations, loyalty management, ticketing and fulfillment services, baggage tracking, premium segment support, collections, as well as specialized services such as roadside assistance support, travel insurance services, disruption management, and baggage tracking management. 

Alorica has ~5.8k travel and hospitality agents in 23 delivery locations across seven countries, providing support in English, Spanish, and Portuguese. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Commercial Model
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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