The customer experience business process outsourcer projects $2.4 billion in 2016 revenue
Comprehensive global delivery footprint grows to 92,000 experts in 16 countries
Now with 102 customer experience centers in the United States, Alorica operates the largest domestic delivery network in the industry, helping the world’s most valuable brands serve even more U.S. consumers
Alorica, a worldwide leader in customer experience outsourcing solutions, today announced that it has completed the acquisition of Expert Global Solutions, Inc. (EGS). The resulting $2.4 billion Alorica is now the largest customer experience business process outsourcer servicing the U.S., and third largest globally.
With a talent pool of 48,000 experts in the U.S., 28,500 in the Philippines and 13,000 in Latin America, Alorica now provides the most scalable and comprehensive customer experience solutions to the U.S. market from 147 Alorica locations and more than 10 client-based, co-sourced contact centers around the globe. More than 6,000 Work-at-Home agents add flexibility and speed to Alorica’s solutions. The company executes these innovative solutions across an omnichannel platform, including voice, online, mobile and social.
Alorica applies these solutions and strategies to its diverse portfolio of clients, including the top two U.S. brands in six distinct industries. The company serves nine core verticals: communications/media, retail/e-commerce, technology, travel, transportation, utilities, government, financial services and healthcare, which is one of the fastest growing markets in need of customer engagement support. As the number one provider to the healthcare industry, Alorica’s expertise now extends beyond traditional customer service to include full life cycle revenue management and patient support delivered by registered nurses, licensed pharmacists and pharmacy technicians.
“The insanely great customer experiences we create for clients are a critical differentiator in increasingly competitive markets,” said Andy Lee, Chairman and CEO of Alorica. “These experiences are created by our passionate people and backed by our unique approach to data analytics.” The new Alorica provides customer insights by leveraging the expertise of its customer experience transformation consultants and data scientists. This industry-leading approach results in transformative solutions that help create the ultimate customer experience.
“Regardless of the vertical, service, location or channel, we’re in the people-to-people business,” said Lee, commenting on why Alorica acquired EGS. “We’ve brought together the most talented group of people around the globe to deliver on our brand promise — to transform our industry with endless passion, performance and possibilities.”