Vendor Analysis
published on Oct 28, 2014
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.
