Gartner Recognizes Alorica Within Its Magic Quadrant For Customer Management Contact Center BPO

Customer Management or ‘CM’ has become a very important aspect of business processes within enterprises of all sizes and capabilities. While new solutions have been arriving at the market almost every day, the better ones among them need to be recognized and honored for their contribution towards raising the overall standards of the sector.

Gartner (News - Alert), Inc., a business research and analysis firm has recognized Alorica, a provider of customer management outsourcing solutions within its Magic Quadrant for ‘Customer Management Contact Center BPO Worldwide.’ This company offers an integrated customer experience across various service channels and has attained this feat for the second time in a row, entering the ‘visionaries’ quadrant’ this time.

Magic Quadrant is designed for customer management, contact centers, and business process outsourcing services, and each year assesses these providers on a number of levels. The rapidly evolving technical scenarios and dynamically changing customer requirements compel the providers to keep enhancing its strategies accordingly. Gartner Inc. had listed 18 companies across the globe this year, and Alorica was one of them.

“Once again, Alorica has been recognized by Gartner on the Magic Quadrant for customer management services,” commented Amit Shankardass, chief marketing officer at Alorica. “This is a great honor for the company. Alorica continues to focus on creating opportunities for our clients, our employees and in the communities we serve.”

Primarily, there are a few basic requirements that any customer management contact center BPO service provider must possess for being included within the Magic Quadrant by Gartner. Some of them are CM contact center BPO business expertise, organizational expertise, and industry expertise; experience in multi-CM vendor/product environment; technical excellence; CM contact center BPO program and project management expertise; ability for innovation and capabilities to deliver CM contact center BPO services through onshore, near-shore or offshore service delivery model.

Not only this, the provider must also be able to offer a range of services through voice channel and a number of other streams such as web self-service, email response, web chat and IVR self-service as well.

“Our innovative and results-oriented solutions that improve the customer experience are precisely the reasons why we believe we are defined as a visionary in our industry,” added Shankardass. “The capability of our Alorica Analytics tool and our unique AloriCares program are examples of our inventive solutions that enable our clients to be leaders in their industry.”

In May 2012, Alorica was named by TMC (News - Alert) on its ‘Customer Interaction Solutions 27th Annual Top 50 Teleservices Agencies Ranking.’ The company secured the 2nd spot in the U.S. Domestic inbound category and the 4th spot in the Overall Global rankings, and won this awards for consecutive years.