Alorica has entered into a stock purchase agreement to acquire Expert Global Solutions (EGS) to form a new global customer experience organization. In 2015, these businesses generated approximately $2.3 billion in revenue.
Going to market under the Alorica brand, the new Alorica will be staffed by 52,000 industry experts in North America (including 6,000 work-at-home employees) and more than 38,000 across the globe, with 26,300 based in the Philippines and 11,800 in Latin America. These professionals will be engaging customers in more than 30 languages in all channels.
"This blend of talent allows us to better serve customers because of our substantial global footprint, broad and deep vertical expertise, and industry-leading solutions. More importantly, we share the same commitment to our people, passion for our clients, and integrity in our business," said Andy Lee, founder, CEO, and chairman of Alorica, in a statement.
Bob Segert, president and CEO of EGS, said he was "proud of the transformation EGS has achieved in recent years. Our people have worked hard to earn the trust of our clients and become a valued service partner. The combination of our companies creates innovative capabilities to deliver world-class customer experiences, with an even broader suite of solutions."
The new Alorica will serve more than 600 clients, supporting customers through every channel, including voice, mobile, chat, social media and video.
"Increasingly more companies are looking for industry-specific customer experience solutions," Lee said. "With our domain expertise in nine major verticals, particularly in healthcare, communications, retail, and financial services, we'll be well-positioned to tailor the right mix of talent, capacity, analytics, and technology to deliver solutions for every client."
When the transaction is finalized, the possibilities are endless, Lee said. "Creating insanely great customer experiences that surpass expectations is what Alorica is all about. The new Alorica will make countless lives better across nearly every continent, one customer interaction at a time."
Alorica in August 2015 acquired several of West's agent services businesses for $275 million. Financial terms of the EGS deal were not disclosed.