Alorica Inc., a global customer experience (CX) provider, has been identified as a Leader in NelsonHall’s 2021 NEAT vendor evaluation for Social Media CX Services for Content Moderation, Trust and Safety. This recognition highlights Alorica’s expertise in delivering social media customer experiences on behalf of clients, including its wide range of offerings, globally scaled delivery capability, strong.
“In today’s always-on digital world, social media customer care, content moderation, online reputation management and online fraud protection have become critical to the overall customer experience,” said Chris Crowley, Chief Commercial Officer at Alorica. “
This acknowledgement from NelsonHall reaffirms the value of our best-in-class operating model that blends people and technology in a harmonious work process and environment. We handle nearly a billion social CX interactions annually for our global clients across their social networks, customer reviews, online forums and other platforms, bolstering brand safety as a result. We remain committed to protecting the trusted relationship between brands and their customers by ensuring the quality of their user environments.”
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Alorica’s positioning as a Leader in the Social Media CX Services NEAT assessment was based on specific strengths identified by NelsonHall, a leading global BPO and IT outsourcing analyst, including:
1. Strong content moderator engagement, wellbeing and resilience monitoring, and microlearning with proprietary tools
2. Significant experience in social media customer care for consumer electronics and high-tech sector
3. Market momentum and growth path in content moderation
4. Strong capability for online reputation management services, including advertiser support and marketing back-office
5. Strategic partnership with an online reputation management technology provider
Ivan Kotzev, CX Services Analyst, NelsonHall, said: “The exponential growth of user generated content and the rapid evolution of threats on social media platforms create a need for delivery improvement and constant policy update. Alorica’s trust, safety and moderation practice addresses these requirements through a combination of scale, specialized services, employee wellness and resilience expertise, and investment in continuous training.”
As a leading industry analyst, NelsonHall offers “speed-to-source” tools to assist strategic sourcing managers in saving time and money, while enhancing the quality of their sourcing decisions in business process and IT sourcing. NelsonHall’s Evaluation & Assessment Tool (NEAT) is a method by which strategic sourcing managers can evaluate vendors as part of the selection process within a sourcing project.
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