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Alorica Wins Tops Spot for the Second Consecutive Year in Black Book’s 15th Annual Payer Survey on Customer Experience (CX) and User Satisfaction

Published on October 17, 2024

More Than 5,200 Users Participated in Healthcare’s Most Extensive and Reputable Survey

IRVINE, Calif., October 17, 2024—  Alorica Inc., a digitally-engineered, tech-enabled global customer experience (CX) leader, ranked #1 out of 400 software firms, advisors and service vendors for its member services interface and consumer experience solutions in Black Book’s 15th Annual Payer Survey. Renowned for its unbiased, crowdsourced competitive intelligence and buyer opinion insights, Black Book Research awards the highest user experience and client satisfaction in health plan technology and outsourcing across 35 operational areas. More than 5,200 health plan users participated. Vendors were evaluated on 18 key performance indicators relevant to payers including data security measures, customer support, best-of-breed technologies and product implementations.

“Not only are we dedicated, from the leadership level to the agent level, to delivering exceptional results for our clients, but we believe in setting the standard for consistency that distinguishes us from competitors. Earning the top spot for two consecutive years reaffirms our dominant position in healthcare CX,” said Ian Liu, Alorica’s Global Market Leader for Healthcare. “Our 25-year legacy is built on a powerful combination of advanced technology, operational excellence and a best-in-class workforce.”

Alorica received top user scores in 10 of 18 KPIs focused on the client experience with notable achievements scored in strategic alignment of client goals; innovation & optimization; client relationship; trust, accountability, transparency & ethics; customization; reliability; deployment & implementation; account management support & customer care; and best of breed technology & process improvement.

Detailed methodology and category ratings are available at  Black Book Market Research . 

Alorica taking the lead in Black Book’s Annual Payer Survey for the second year in a row is another significant achievement following the company’s recent AI Breakthrough Award for its first-of-its-kind technology, Alorica ReVoLT (Real-time Voice Language Translation). This year, the company was also recognized as a Silver Stevie® award winner for Customer Service Employer of the Year in the coveted 18th Annual Stevie® Awards for Sales and Customer Service.

About Alorica  

Alorica creates insanely great digital customer experiences at scale. Our team of 100,000 solutionists, technologists and operators partner with global brands and disruptive innovators to deliver digitally charged, tailored interactions customers crave. With a track record of creating long-term loyalty, Alorica brings actionable insights, proven processes and CX leadership to transform clients’ business needs, whether they’re focused on digital optimization, customer engagement or market expansion. Through strategic partnerships with best-in-breed technology, we design, integrate, and optimize digital solutions personalized to reach clients’ most desired outcomes now and for the future. Alorica drives CX innovation for the best clients around the globe from its award-winning operations in 17 countries worldwide. To learn more, visit www.alorica.com.

About Black Book

Black Book™, its founder, management, and staff do not hold any financial interest in the vendors covered in its satisfaction surveys. Black Book publishes satisfaction and client experience rankings before notifying vendors of the results and does not charge participation, review, inclusion or consultation fees, as it directly polls vendors' clients.

Since 2010, Black Book has polled over 2.5 million users on vendor satisfaction and industry trends in healthcare software, technology, and outsourcing globally. It has earned a reputation for independent, unbiased crowdsourced surveying, expanding to IT, clinical, operations, and financial professionals, as well as physician practice administrators, nurses, consultants, executives, health plans, and hospital IT managers.

Media Contact:

Carla Perroni Aguilera
[email protected]

Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST), NMLS 950746. Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.