Alorica Inc. (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 an aggregate of 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. The combined company will integrate strengths from both companies with an emphasis on transforming the customer experience through data-driven insights.
Andy Lee, founder of Alorica, will be CEO and Chairman of the new organization, based in Irvine, Calif. He will also be the majority shareholder. “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.”
Bob Segert, President and Chief Executive Officer of EGS, addressed the acquisition, saying: “I’m 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. For these and future clients, the timing of the acquisition is also critical. “Increasingly more companies are looking for industry-specific customer experience solutions,” said Lee. “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.”
This acquisition is subject to customary closing conditions, including applicable regulatory requirements. The companies expect to complete the transaction with regulators’ approval by early Q3 2016. When the transaction is finalized, the possibilities, says Lee, are endless: “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.”
EGS’ shareholders will continue to be meaningful minority shareholders in Alorica. EGS is a portfolio company managed by One Equity Partners (OEP). OEP is a leading middle-market private equity firm with $4.3 billion under management and offices in New York and Chicago, and advisory offices in Frankfurt and São Paulo.
Credit Suisse and M/Cap Advisors acted as financial advisors to Alorica and Latham & Watkins LLP served as Alorica’s legal counsel. J.P. Morgan Securities LLC acted as sole financial advisor to One Equity Partners and Dechert LLP served as EGS’ legal counsel. In conjunction with this transaction, Credit Suisse, Bank of America Merrill Lynch, Bank of the West, BNP Paribas and Wells Fargo provided financing commitments to expand Alorica’s term loan and revolving credit facility to $1.1 billion. McGuireWoods LLP served as counsel to Alorica and its subsidiaries in connection with the financing.
About Alorica
At Alorica, we only do one thing — we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 53,000 employees in 71 locations across the globe. Intrigued? Learn more at www.alorica.com.
About Expert Global Solutions
Expert Global Solutions (EGS) is a global customer service organization, delivering leading outsourced solutions, for customer and financial care. Serving the world’s leading companies, EGS helps decision-makers delight their customers and deepen brand engagement. With revenues of $1.1B, EGS has over 40,000 employees in more than 70 locations across 11 countries.
