Everest Group just named Alorica a Leader in its 2026 CXM Services PEAK Matrix® Assessment for the Americas.
Everest pointed to specifics: a service portfolio that spans the entire customer lifecycle, real investment in proprietary AI, and a track record of acting like a transformation partner, not just a vendor.
Here’s what stood out:
- Full lifecycle coverage: From customer service and technical support to sales, collections, order management, and compliance, Alorica runs the whole CX operation for large enterprises, not just pieces of it.
- Proprietary AI ecosystem: PerformanceHub for AI-assisted quality and coaching, ReVoLT for real-time translation, evoAI for conversational self-service, Agent Assist for live next-best-action guidance, and AVA RTA for workforce adherence automation.
- Growing financial services: Our expansion into AI-enabled collections, fraud detection, loan and lease servicing, and card servicing platforms deepens our work with banking and financial clients.
- Strong partnerships: New alliances with Crescendo, Musubi, Sanas, LoanPro, and PayNearMe extend what we can do in automation, payments, fraud prevention, and voice technology.
- Growing advisory work: Highlighted our consulting work with CX transformation strategy, journey optimization, and CCaaS transformation support, as a sign we’re helping clients set direction, not just carry it out.
It’s not just Everest’s analysis, either. Buyers interviewed for the report praised Alorica’s client management, industry expertise, and flexibility, the kind of feedback that only comes from clients who’ve actually worked with us.
Want the full picture? Download the Everest Group assessment to see how Alorica stacks up, and where the CXM industry is headed next.
