“We are honored to be recognized as an industry leader, and in our opinion, attribute it to our forward-thinking business strategy and operational excellence,” said Andy Lee, CEO of Alorica. “Starting off with a clear vision is critical, and without the right execution, that vision becomes impossible to achieve. Coming out of an epic year that accelerated adoption of transformative service models, we will continue to invest in optimizing our best-in-class teams and solutions to ensure consistent delivery of unparalleled employee and customer experiences.”

Alorica’s mission of creating insanely great customer experiences is driven by expanding and upskilling its workforce, deploying advanced digitization strategies and executing award-winning processes to deliver on behalf of global brands. The company leverages its expertise in talent management, globally-scaled operations and integration of machine learning, big data and automation to empower its employees. As a technology integrator, Alorica provides clients with flexible deployment models in the development of digital and operational solutions. As a result of Alorica’s unwavering vision and execution, the leading BPO has captured key CX opportunities in both traditional and emerging services including content moderation, concierge services, gaming support and fraud programs.

For Ability to Execute, Alorica was positioned the highest, which according to Gartner, “summarizes factors such as the vendor’s financial viability, market responsiveness, product development, sales channels and customer base.”

Lee added, “Our valued partners are facing a time of rapid transformation, and our unique approach to engagement provides strategic, operational and financial alignment with their business needs. As one of the world’s largest customer experience providers, we have the global scale, high-performance track record, industry-leading talent and innovative service offerings to deliver differentiated service experiences to our clients.”

Gartner is one of the world’s leading research & advisory firms and the Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. BPOs were evaluated based on 15 criteria including customer experience, market strategy, product/service, operations and innovation among others. The research enables companies to get the most from market analysis in alignment with their unique business and technology needs. 

To learn more on why Alorica has been recognized as a Leader, download a complimentary copy of the report here: Gartner 2021 Magic Quadrant for Customer Service BPO

Source: Gartner, How Markets and Vendors Are Evaluated in Gartner Magic Quadrants; Cecile Drew, Ed Cordin, Laura Clymer, David Black, Julie Thomas; December 3, 2020

Gartner Disclaimer:

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

By Alithea De Jesus

Converge ICT Solutions, Inc., the country’s fastest-growing pure end-to-end fiber internet service provider, continues to ramp up its customer support services through outsourcing from FBC Asia Pacific and Pilipinas Teleserv, Inc, among its partners. Despite the challenges the pandemic has brought many industries, Converge ICT continues to forge ahead in its expansion. Along with it is the positive impact of creating jobs for Filipinos.

“As we grow our business, we want to make sure that our subscribers continue to have an excellent aftersales customer experience,” said Converge ICT Founder and Chief Executive Officer Dennis Anthony Uy. “We continue to grow our team but we recognize that we can scale quickly by partnering with BPOs so we can quickly fill in the growing demand of our customers. Consequently, some of the BPOs we chose have been long-time clients already. I think growth is better felt when it is shared.”

Converge ICT had to accelerate its customer experience resource augmentation and optimize its service delivery systems with the surge of demand for broadband services at the onset of the pandemic. Along with its aggressive network expansion, its customer support capabilities needed to improve to address the growing consumer requirements.

“We are very fortunate to have Converge ICT Solutions as our client. Their over-all capability as a service provider enables our group to offer more services. That will definitely allow us to provide more jobs to Filipinos, even during this time of the pandemic,” shared Siva Subramaniam, Founder and Chief Executive Officer of FBC Asia Pacific. “I’ve been in the Philippines for 13 years now. My partners and I started our company as an avenue to primarily help single moms, to aid them to get stable jobs as they work from home. As the years went on, our company grew. Now, we have expanded to become a BPO company. In setting up the company, our objective was to provide Faster, Better, Cheaper services, which is synonymous with our company name of FBC, and be a value-adding partner for Converge. I’m happy to say that we are helping not just single moms, but everyone for that matter. Converge ICT has been an integral part of our progress as we built our company. Their customer-first thinking and, more importantly, the reliability of their network allowed us to offer more and grow our business even at this time. Now, we are happy to extend our services to them, as well. I can’t emphasize enough how thankful I am to Converge.” added Siva.

Pilipinas Teleserv, Inc. Managing Director, Jun Yupitun, on the other hand, said that “The mutually beneficial partnership we forged with Converge ICT allows our organization support and grow our workforce, and secure their employment and means of living. As you all know, most of other BPOs experienced challenges during this COVID-19 situation, but the big opportunity came from Converge ICT, whom we have been happy and able to support as they continuously show commitment and dedication in addressing our needs as clients. We have been proactive in providing helpful solutions to Converge ICT to further improve the customer journey.”

Aside from improving call center services to address the growing consumer demands, Converge ICT has been aggressive in increasing its crew of fiber optic technicians. This ensures serviceable applications are installed and activated right away.

For more information, visit the Converge website at www.convergeict.com