IRVINE, Calif.--(BUSINESS WIRE)--Alorica Inc., a global provider of digital customer experience (CX) solutions, has been named a Leader for the third consecutive year in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Americas Assessment 2024. As one of only six in the Leader category out of 43 CXM providers, Alorica has been distinguished for its vision of the 4th Generation of CX—characterized by a fusion of advanced technology and world-class CX expertise to create innovative outcomes that prioritize our clients' needs. Everest Group specifically highlighted our tech-enabled CX solutions, including award-winning Real-time Voice Language Translation (Alorica ReVoLT), and Alorica’s AI-powered Virtual Assistant (AVA), equipped with 75 languages to deliver speed, efficiency and accuracy.
“Not only has Alorica been recognized as a CXM Services Leader for the third consecutive year, but this year, we earned a perfect score for our vision and capabilities,” stated Mike Clifton, Alorica’s Co-CEO. “This highlights Alorica’s commitment to digital innovation and the future success of both our company and our clients. We’re proud to set the benchmark for driving transformative client impact and shape the future of CX.”
“What sets Alorica apart is our ability to truly stay focused on our clients' unique needs. As a privately held company, we’re free from the constraints of shareholder demands and lengthy approval processes, allowing us to swiftly adapt, innovate and execute with precision. This agility is a game changer for our clients,” added Max Schwendner, Alorica’s Co-CEO.
Specific Alorica strengths called out in the assessment include:
- Alorica employs over 71,000 agents to serve the Americas region, primarily providing services to the U.S., while also extending services to clients across other countries in the region such as Canada and Mexico
- It predominately serves clients in telecom and media, technology, BFSI, retail, and healthcare verticals and offers a range of CX services such as sales services, customer service, payment solutions and technical support
- It has strategically set up a comprehensive network of delivery centers, ensuring a well-balanced presence across different regions. It maintains onshore presence in the U.S. and Canada; nearshore delivery centers in Bulgaria, Colombia, the Dominican Republic, Egypt, South Africa, Uruguay, Mexico, and Guatemala; and offshore delivery capabilities in India and the Philippines, among others
- Its proprietary solution, Alorica Clear, leverages conversational AI to translate real-time voice communications into 75 languages (Alorica ReVoLT). Additionally, the solution offers accent localization and background noise cancellation capabilities ensuring seamless communication
- Alorica's Virtual Assistant, AVA, leverages advanced AI algorithms, realistic 3D, and synthetic modeling to create virtual characters capable of natural, human-like interactions with users. These digital avatars can be integrated into various mobile applications, websites, digital kiosks, and smart devices, providing a more engaging and personalized customer experience
- It has established a strong partnership ecosystem with technology providers such as Automation Anywhere, KYP.ai, Unbabel, TransPerfect, OpenAI, Genesys, Zenerate, Observe.ai, and CallMiner to bolster its offerings in automation, self-service, artificial intelligence, and agent-assist solutions
- Buyers highlighted proactive communication, ability to handle complexities, and ease of doing business as key strength areas for Alorica
To learn how a Leader delivers exceptional CX outcomes, click here for the full Everest Group profile on Alorica. Everest Group’s PEAK Matrix Assessments provide comparative evaluations of providers, locations, products and solutions. For the Americas assessment, providers were evaluated based on technology capabilities/functionality, talent resources, market success/impact and cost. Leaders were noted for consistent delivery of CXM services, client portfolio growth with high client satisfaction scores, access to a skilled talent pool, and better innovation and transition management in their engagements. Major organizations worldwide trust the group’s unbiased evaluation of factors.
“Alorica has strategically created innovative proprietary digital CX solutions by leveraging gen AI and has developed a strong partnership ecosystem with technology providers to bolster its offerings. This has helped identify Alorica as a Leader in Everest Group's Customer Experience Management (CXM) Americas – PEAK Matrix® Assessment 2024,” says Sharang Sharma, Vice President, Everest Group.
About Alorica
Alorica creates insanely great digital customer experiences at scale. Our team of 100,000 solutionists, technologists and operators partner with global brands and disruptive innovators to deliver digitally charged, tailored interactions customers crave. With a track record of creating long-term loyalty, Alorica brings actionable insights, proven processes and CX leadership to transform clients’ business needs, whether they’re focused on digital optimization, customer engagement or market expansion. Through strategic partnerships with best-in-breed technology, we design, integrate, and optimize digital solutions personalized to reach clients’ most desired outcomes now and for the future. Alorica drives CX innovation for the best clients around the globe from its award-winning operations in 17 countries worldwide. To learn more, visit www.alorica.com.
