Alorica Inc., a global leader in customer experience (CX) and digital transformation services, has been named a Leader across all four market segments in NelsonHall’s 2026 CX Services in Travel, Transportation & Hospitality NEAT evaluation: Overall, Revenue Generation Capability, CX Improvement Capability and Cost Optimization Capability. In this comprehensive assessment, NelsonHall, a leading global analyst firm for business process services, recognized Alorica for its proven ability to support high-stakes traveler interactions, deploy AI-enabled and multilingual CX at scale, and deliver measurable improvements in revenue generation, customer experience and cost efficiency. With 25+ years of Travel & Hospitality experience, the company specializes in disruption management, fraud prevention, omnichannel traveler support and operational transformation, managing approximately 15 million travel-related interactions annually across 75 languages.

NelsonHall’s assessment highlighted Alorica’s ability to drive significant operational improvements for airlines, hospitality groups and travel platforms. The company has delivered an 82% reduction in abandoned calls and more than 40% cost savings for a major U.S. airline; improved total cost-to-serve by 15–20% for an international carrier; and generated more than $2 million in operational efficiencies for a leading delivery platform. Alorica’s Travel & Hospitality business continues to grow at more than 25% year-over-year organically, driven by sector-specific operating models, advisory-led engagement and strong demand for resilient, AI-enabled CX operations.

Alorica’s integration of advanced AI into frontline CX operations was also noted as a key strength in the assessment. Its proprietary real-time voice language translation platform (Alorica ReVoLT) transformed multilingual CX for a leading global hospitality company, driving 117% conversion growth, 34% revenue improvement and 97% translation accuracy. Complementary innovations such as AVA RealTime Assistant and AI-driven agent assist equip frontline teams with real-time insights that improve accuracy, reduce handle time and elevate consistency across traveler interactions.

Ivan Kotzev, Lead CX Analyst, NelsonHall, said: “The travel sector is experiencing significant volatility, a mixture of strong growth in certain segments and mounting external disruptions. In this business environment, derisking and revenue acceleration are essential paired requirements for travel brands. Alorica’s applied AI approach to CX, including real‑time voice translation, AI‑enabled agent and automation capabilities, and expertise in trust, compliance, and fraud prevention, enables travel brands to deliver transformed CX operations at scale.”

With more than 100,000 employees across 16 countries, Alorica delivers 24/7 support for many of the world’s largest airlines, hotel groups, travel marketplaces and logistics providers. The company is ranked #1 by 90% of its Travel, Transportation & Hospitality clients, reflecting strong performance and longstanding partnerships across the sector. Recent expansion in India and Cairo has strengthened multilingual capacity, surge-readiness and business continuity for global brands.

The 2026 NEAT results reinforce Alorica’s position as a trusted partner for organizations seeking immediate operational gains and future-ready CX transformation across the traveler journey. Learn more at alorica.com/industries/travel-hospitality.

About Alorica

Alorica is a global leader in customer experience and digital transformation services, empowering brands worldwide to create meaningful connections with their customers. With 100,000+ solutionists across 16 countries, the company draws on 25+ years of deep managed services expertise and performance excellence—combined with advanced analytics, automation and AI-enabled capabilities—to build long-term customer loyalty and drive operational efficiency. Alorica reinforces its commitment to a people-focused culture through its industry-leading employee satisfaction scores, Great Place to Work^® certifications, and employee-led nonprofit, Making Lives Better with Alorica (MLBA). For more information, visit www.alorica.com.

About NelsonHall

NelsonHall is the leading global analyst firm dedicated to helping organizations understand the 'art of the possible' in digital operations transformation. With analysts in N. America, Europe and Asia Pacific, NelsonHall provides buy-side organizations with detailed, critical information on markets and vendors (including NEAT assessments) that helps them make fast and highly informed sourcing decisions. And for vendors, NelsonHall provides deep knowledge of market dynamics and user requirements to help them hone their go-to-market strategies. NelsonHall conducts rigorous, primary research and is widely respected for the quality, depth, and insight of its analysis.

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