Alorica a Customer Experience Management Leader

Increasingly, brands are aware that they need to not only meet the expectations of customers but exceed them. Since most companies won’t have the expertise to do so on staff, they are turning to business process outsourcing (BPO) companies that have a track record for customer excellence.

Customer experience (CX) solutions provider Alorica is one of those companies, having been acknowledged as a Leader in Everest Group’s Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix Assessment 2022. The PEAK Matrix Assessments provide comparative evaluations of providers, locations, products, and solutions. Major organizations worldwide trust the group’s unbiased evaluation of factors, including vision, capabilities/functionality, talent availability, market success/impact, and cost.

Alorica is a BPO company that offers a number of CX solutions powered by a range of contact center  and workforce management tools and technology from vendors like Verint (News - Alert). It’s services include agent assist, automated discovery, content moderation, interaction analytics, journey mapping, knowledge management, RPA/RDA, and virtual assistant. The company has more than 250 clients across a range of vertical industries. 

Alorica’s Leader position in the PEAK Matrix Assessment highlights the company’s strategic approach in delivering for its diverse clientele and supporting its 100,000 employees.

"As one of the world’s largest digital CX companies, being recognized in the first PEAK Matrix Assessment for the Americas is testimony to our success as an Outcomes as a Service (OaaS) provider and validates our continued investments into best-in-class talent, operational excellence and solution-focused playbooks,” said Alorica CEO Greg Haller in a statement.

By mining the data it gathers from its 2+ billion interactions, Alorica’s solution allows users to take action on the insights and drive transformation, enabling clients’ businesses to grow. Being positioned in the top category of the PEAK Matrix reinforces that the company is leading the industry forward into the future, according to Haller.

Alorica noted that its place in the PEAK Matrix Assessment caps out a year of accolades: the company was also named a Leader in the 2022 Gartner (News - Alert) Magic Quadrant for Customer Service BPO for the second consecutive year and received a 2022 Stevie Award for Best Use of Technology in Customer Service as well as a placement in Ragan’s Top Places to Work for the Large Employer category.

Edited by Erik Linask