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Alorica - Digital CX Services

Vendor Analysis

by Ivan Kotzev

published on Jun 19, 2018

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Report Overview:

This NelsonHall vendor assessment analyzes Alorica's offerings and capabilities in Digital CX Services.

Who is this Report for:

NelsonHall’s Digital Customer Experience Services 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 digital customer experience services 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:

In 2017 Alorica integrated the ~$1bn EGS business, performed client consolidation and site rationalization, divested of some of its third-party collections business, and added 20 new logos to reach ~600 clients globally. The company also invested in geographic expansion entering China and Japan and building its capacity in Bulgaria. 

Table of contents:

Table of contents:

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

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