Alorica

What Alorica does

Alorica is a private business process outsourcing (BPO) company founded in 1999 and headquartered in Irvine, California, that delivers AI-enabled customer experience (CX) and digital transformation services to enterprise clients. The company operates a global workforce of 100,000+ employees across 16 countries spanning North America, Latin America and the Caribbean, Asia-Pacific, and EMEA, organized around vertical specializations in Healthcare, Banking and Financial Services, Technology, Travel and Hospitality, Communications, Energy and Utilities, Public Sector, and Retail. Alorica serves marquee clients including half of Fortune's top 50 healthcare companies, a major U.S. airline, a Top 10 U.S. Bank, a top retailer, and a global technology company, with subsidiary Systems & Services Technologies (SST) managing $70 billion in portfolio servicing.

The company's technology stack centers on a proprietary AI-enabled CX platform combining its evoAI conversational AI platform, Alorica ReVoLT real-time voice language translation across 75+ languages, AI Fraud Prevention, AI Policy Moderation, User Profile Moderation, Identity Fraud Prevention with voice biometrics, Accent Harmonization, Agent Assist, and Contact Center as a Service (CCaaS). Documented technical outcomes include automation of up to 50% of customer interactions, 40% reduction in average handle time, 82% reduction in abandoned calls for a major airline, and 99.9% prior authorization quality compliance in healthcare. The platform is augmented by the Alorica Anywhere work-at-home delivery model, Connection Hubs for hybrid deployment, and a Gig Agent Workforce for surge capacity.

Alorica generates revenue primarily through managed services contracts for end-to-end CX delivery, supplemented by professional services for digital transformation advisory, managed services for financial portfolio servicing via SST, and platform licensing and reselling arrangements (including rights to deploy partner platforms such as Crescendo). Pricing is quote-based and customized by scope, volume, geographic delivery mix, and service level requirements. The go-to-market is enterprise field sales led by a Chief Revenue Officer, Chief Sales Officer, and Chief Client Officer, supported by strategic technology partnerships with Crescendo, Google Cloud, Sanas, Domu, LoanPro, and PayNearMe. Certifications include HIPAA, HITRUST, PCI-DSS, SOC 1, ISO 27001, GDPR, and CCPA.

Name

Alorica

Legal name

Alorica, Inc.

Website

https://alorica.com

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

10,001+ employees

Short description

Alorica is a private global BPO company delivering AI-enabled customer experience, digital trust and safety, and financial business services to enterprise clients across 16 countries with a workforce of 100,000+ employees, anchored by proprietary platforms evoAI and Alorica ReVoLT.

Ownership category

akta.pro rank

Product category

Customer Experience Outsourcing

NAICS

Telephone Call Centers (56142)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Claims, Disputes & Chargeback Support (BPAAABAH), Account Opening, KYC/AML & Customer Due Diligence (CDD/EDD) (FSABALAA)

Keywords

• Customer experience outsourcing
• Business process outsourcing
• Digital trust safety
• Conversational AI platform
• Loan servicing solutions

Headquarters

HQ city

Irvine

HQ country

United States

HQ region

North America

Offices59 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales, Others

Revenue model

1. Customer Experience (CX) Services: Managed services providing end-to-end customer experience solutions including digital-first, people-focused customer experiences. Revenue generated through long-term contractual relationships with enterprise clients requiring ongoing CX delivery.
2. Digital Transformation Services: Consultative services helping brands transform customer experiences through AI-enabled capabilities, analytics, and digital platforms. Includes transformation advisory services, customer journey mapping, and business process redesign.
3. Financial Business Services: Specialized loan servicing, financial portfolio management, and fraud prevention services through Alorica Financial and SST (Systems & Services Technologies) subsidiary. SST manages $70 billion in portfolio servicing.
4. Platform Licensing and Reselling: Revenue from licensing and reselling proprietary platforms including AI solutions, with licensing rights for platforms like Crescendo's AI-native CX platform to enterprise clients

Go-to-market motion3 records

Distribution channels5 records

Marketing channels6 records

Core offering

Alorica is a global business process outsourcing (BPO) company delivering end-to-end customer experience (CX) services through a 100,000+ workforce across 16 countries. The company combines proprietary AI platforms (evoAI conversational AI, Alorica ReVoLT real-time voice translation, AI Policy Moderation, AI Fraud Prevention) with human-led multilingual support across 75+ languages. It also provides financial business services including loan servicing and payment processing through its SST subsidiary, serving regulated industries such as healthcare, banking, travel, retail, technology, and public sector.

Product overview

Alorica operates as a comprehensive CX (Customer Experience) platform-plus-modules architecture. The core offering centers on evoAI, an advanced conversational AI platform enabling emotionally intuitive, context-aware customer interactions across voice and digital channels, complemented by specialized AI capabilities including real-time voice translation (Alorica ReVoLT) for 75+ languages and accent harmonization. The Digital Trust & Safety suite provides AI-powered content moderation, fraud prevention, and identity verification services. The CCaaS platform enables cloud-based multi-channel contact center operations, supported by workforce solutions including Alorica Anywhere (work-at-home), Connection Hubs (hybrid), and Gig Agent Workforce. Alorica IQ drives digital transformation innovation, while Alorica Analytics provides CX insights and quality assurance. The financial services vertical is served through SST subsidiary with loan servicing and payment processing capabilities. The platform integrates AI throughout (predictive analytics, autonomous agents, generative AI, speech/audio processing) to deliver automation rates exceeding 50% and measurable outcomes including 40% reduction in handle time.

Differentiator

Problem solved

Functional benefit

Brands

• Alorica IQ: Innovation engine connecting customer insight, technology, and operational design to deliver measurable outcomes for organizations reimagining their engagement models.
• CX2GO
• evoAI
• Alorica ReVoLT
• Making Lives Better with Alorica (MLBA)

Products and services

• Customer Experience (CX) Services Managed services providing end-to-end customer experience solutions including digital-first, people-focused customer experiences for enterprise clients, delivered through long-term contractual relationships across voice, chat, email, and digital channels.
• Digital Transformation Services Consultative services helping brands transform customer experiences through AI-enabled capabilities, analytics, and digital platforms, including transformation advisory, customer journey mapping, channel demand optimization, and business process redesign.
• evoAI Conversational AI Platform Advanced conversational AI platform delivering emotionally intuitive, context-aware customer experiences across voice and digital channels, enabling automation of up to 50% of customer interactions with 40% reduction in average handle time. Awarded Gold Globee Disruptor Award for leading conversational AI platform.
• Alorica ReVoLT (Real-Time Voice Language Translation) Real-time voice language translation technology enabling seamless multilingual customer support across 75+ languages during live phone interactions. Won 2024 Artificial Intelligence Breakthrough Award for Best AI-based Solution for Customer Service and drove 117% conversion growth for a major U.S. airline.
• CX2GO Turnkey, secure CX solution designed for fast-growing brands requiring rapid deployment of customer experience capabilities with streamlined implementation and ready-to-deploy functionality.
• AI Policy Moderation Automated content review system enabling policy creation and deployment in seconds with real-time moderation across text, images, video, and files in 30+ languages, achieving sub-10-second resolution times and greater than 50% automation rates.
• AI Fraud Prevention AI-powered fraud detection system preventing fake accounts, fraudulent reviews, counterfeit goods, and coordinated fraud rings with 99% detection accuracy, 2x increase in unique profile detection, and 520K bad actors detected annually.
• Identity Fraud Prevention (Voice Authentication) Voice biometric authentication system that verifies callers in 3 seconds using active or passive biometrics, preventing account takeovers and synthetic fraud with deepfake detection, achieving 50-90% reduction in fraud losses.
• User Profile Moderation AI-powered bad actor detection system that identifies toxic users, fake accounts, bots, and fraud rings through behavioral analysis and network connections, achieving 85% auto-resolution without human intervention and 89% fewer mistakes compared to human-only moderation.
• Contact Center as a Service (CCaaS) Cloud-based multi-channel contact center platform enabling delivery of customer experiences across voice, chat, email, and digital channels with integrated AI capabilities, secure and scalable for next-generation customer experience delivery.
• Alorica Anywhere Secure, cloud-based work-at-home CX solution providing world-class security, experience optimization, guaranteed performance, and maximum scalability for distributed customer service delivery.
• Connection Hubs Flexible, scalable hybrid workforce model combining centralized command centers with distributed work-at-home capabilities for multilingual support delivery.
• Gig Agent Workforce Supplemental labor solution addressing peaks in demand or specialty skillsets with flexible, efficient staffing for volume and seasonality challenges.
• Accent Harmonization AI technology that modifies speech patterns to reduce accent-related communication barriers during customer interactions while maintaining natural conversation flow.
• Agent Assist Real-time AI-powered support tool providing agents with contextual information, suggested responses, and knowledge retrieval during customer interactions.
• Digital Translation and Enrichment AI-powered translation and data enrichment services enabling consistent multilingual customer experiences across digital channels.
• Alorica IQ Innovation practice combining customer insight, technology, and operational design to deliver measurable AI-enabled, data-driven transformation outcomes for enterprise clients. Recognized as BIG Innovative Organization in 2026.
• Alorica Analytics Analytics suite including CX Insights, Customer Survey Analytics, and Hybrid Automated QA for data-driven customer experience optimization and decision making.
• SST (Systems and Services Technologies) Loan Servicing Financial services subsidiary managing $70 billion in portfolio servicing, providing loan servicing, payment processing, financial portfolio management, and compliance-focused customer interactions for lenders.
• Digital Trust and Safety Platform Integrated platform combining AI-driven automation with human expert oversight for content moderation and fraud prevention, encompassing user profile moderation, AI fraud prevention, identity fraud prevention, and AI policy moderation for technology and digital platform clients.

Quantifiable outcome

• 82% reduction in abandoned calls for a major U.S. airline
• +13 more outcomes

Named customers5 records

Segments8 records

Ideal customer profiles6 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

AI capability12 records

Feature12 records

Partnerships

Six partnerships are on record, tiered flagship and core.

• CrescendoflagshipStrategic or Co-development Partner · 24 June 2026Strategic partnership to deliver Crescendo's AI-native customer experience platform to Alorica's enterprise clients across live channels (voice and chat). Includes co-development of an AI-native center of excellence, licensing rights for Alorica to resell and deploy the platform, and mutual access to capabilities. Crescendo gains access to Alorica's workforce of 100,000+ agents operating in 16 countries.
• DomucoreStrategic or Co-development Partner · 11 June 2026Strategic partnership deploying AI-powered virtual agents into Alorica Financial's Loan Management System. Initial results show 48% of inquiries resolved without live agent, 87% payment success rate, and nearly $100,000 collected through AI-assisted payments in first 30 days. Companies preparing to expand solution to other portfolios and introduce outbound engagement and proactive collections strategies.
• PayNearMecoreTechnology or Integration · 23 February 2026Partnership integrating PayNearMe's PayXM platform into Alorica Financial's Systems & Services Technologies (SST) loan servicing ecosystem. Expands payment options to include debit, credit, ACH, cash, and digital wallets (Apple Pay, Cash App Pay, Venmo, PayPal, Google Pay). Goal is reducing friction and improving operational efficiency for lenders. SST manages $70 billion in portfolio servicing.
• SanascoreStrategic or Co-development Partner · 7 April 2025Strengthened investment in Sanas to cement leadership in AI-powered CX innovation. Sanas provides AI technology that enhances Alorica's capabilities for real-time voice analysis and accent harmonization in customer interactions.
• Google CloudcoreTechnology or Integration · 8 November 2024Collaboration achieving early wins with advanced AI solutions in the market through Google Cloud. Partnership focuses on leveraging Google Cloud's AI and infrastructure capabilities to deliver advanced CX solutions.
• LoanProcoreStrategic or Co-development Partner · 20 September 2024Strategic partnership to provide comprehensive platform for lending, leasing, and credit account services. Collaboration aims to enhance operational efficiency, customer service, and compliance for financial organizations and portfolio buyers.

Scale indicators21 records

Recent moves7 records

Expansion highlights7 records

Direct peers

• Teleperformance: Largest global CX/BPO outsourcer with multilingual omnichannel contact center services and digital transformation offerings. Directly competes with Alorica for enterprise CX deals across healthcare, financial services, and travel; Alorica's CRO Scott Sexton previously held executive roles at Teleperformance.
• Concentrix: Global CX and BPO leader serving Fortune 500 clients across customer care, trust and safety, and digital transformation. Direct competitor to Alorica in enterprise CX deals, particularly in technology and financial services verticals.
• Foundever (formerly Sitel/Sykes): Major CX/BPO provider serving global enterprise clients across customer experience, trust and safety, and financial services. Direct competitor with overlapping capabilities and comparable geographic footprint.
• TTEC (ttec.com): Digital CX and customer engagement services provider serving enterprise clients across healthcare, financial services, and travel. Direct competitor; Alorica COO Brian Delaney previously held COO roles at TTEC.
• Startek: Global BPO/CX company providing customer management, digital CX, and analytics services. Direct competitor serving similar enterprise verticals; Alorica CRO Scott Sexton previously held executive roles at Startek.
• Firstsource Solutions: Global BPO specializing in customer experience, financial services operations, and healthcare CX. Direct competitor; Alorica's President of India & EMEA previously served at Firstsource Solutions.
• iQor: Customer engagement and BPO services provider with operations across multiple verticals. Comparable in scale and customer base; Alorica's President & CLO Dan Montenaro previously served as CCO at iQor.

Emerging players

• TaskUs: Digital-outsourced services provider specializing in content moderation, trust and safety, customer support, and AI operations. Closely overlaps with Alorica's Digital Trust & Safety suite but at smaller scale.
• ModSquad (ModSquad/Concentrix): Digital-first customer experience and trust-and-safety services provider specializing in content moderation and community management. Closely comparable to Alorica's Digital Trust & Safety suite in offering profile and target buyers.

Broad incumbents

• Conduent: Large incumbent BPO serving transportation, healthcare, and government with CX-adjacent operations. Broader portfolio than Alorica but overlaps in customer contact center and transaction processing services.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat7 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/alorica
• Xx.com/OfficialAlorica
• Facebookfacebook.com/AloricaFanPage

Compliance7 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles17 records

Subsidiaries1 record

Funding overview

Funding rounds2 records

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A3 records

Investments3 records

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Alorica