What Percepta does

Percepta is a customer experience (CX) outsourcing company exclusively focused on the automotive and mobility industry, operating as a joint venture between TTEC Holdings and Ford Motor Company since 2000. The company delivers end-to-end CX solutions across nine primary service lines — customer care, technical support, EV support, fleet and commercial vehicles, revenue generation, back-office optimization, CX optimization, brand extension and strategy, and CX journey mapping — supported by enabling modules for operational excellence, quality assurance, workforce management, CX technology, data and analytics, learning services, and talent services.

The core technology layer is DAISY (Data Analytics Insight System), a proprietary analytics platform that uses secure generative AI practices to analyze 100% of customer interactions across 17+ languages, delivering voice-of-customer analytics, sentiment analysis, trend and predictive modeling, root cause analysis, and knowledge impact optimization. DAISY is paired with the Own the Contact (OTC) operating model, which assigns a single multiskilled associate to each case end-to-end across all channels to eliminate handoffs and accelerate resolution. Supporting programs include Academy Bay (ABay), a guided onboarding and training environment, and Perci Perks, an award-winning employee recognition and rewards program. Percepta also manages 135,000+ articles in client knowledge bases and authors 45,000+ new pieces annually across 24 languages.

The business model is enterprise B2B, with revenue generated through long-term multi-year outsourcing contracts priced per program and scoped by services, volume, language coverage, and geography. Core revenue streams include managed CX services (customer care, technical support, EV support, fleet services, warranty administration), revenue generation services with subscription lifecycle and telematics revenue optimization built on recurring-revenue mechanics, plus professional services in learning and knowledge and talent acquisition. Customers span automotive OEMs and EV manufacturers, dealers and service networks, and fleet and mobility leaders. Percepta operates globally across 13+ countries and 60 markets, with headquarters in Dearborn, Michigan, and a recently opened European service hub in Valencia, Spain.

Name

Percepta

Legal name

Percepta LLC

Website

https://percepta.com

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Percepta is a customer experience outsourcing company exclusively serving the automotive and mobility industry via a 25-year joint venture between TTEC Holdings and Ford Motor Company, delivering end-to-end CX, EV support, fleet, and revenue-generation services to OEMs, dealers, and fleet operators across 13+ countries and 60 markets.

Ownership category

akta.pro rank

Product category

Automotive Customer Experience Outsourcing

NAICS

All Other Support Services (561990)

SIC

Services-Management Services (8741)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Returns, Refunds & Warranty Support (RMA) (BPAAABAD), Customer Experience (CX) & Service Excellence (EDABACAB)

Keywords

• Automotive customer experience
• CX outsourcing services
• EV customer support
• Fleet management services
• Contact center solutions

Headquarters

HQ city

Köln

HQ country

Germany

HQ region

Europe

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Customer Experience Outsourcing Services: Managed services providing end-to-end CX solutions including customer care, technical support, EV support, fleet services, warranty management, and back-office optimization for automotive OEMs, dealers, and fleet operators. Revenue generated through long-term BPO contracts with enterprise automotive clients.
2. Revenue Generation Services: Subscription lifecycle management, telematics revenue optimization, and subscription sales/enablement services that help automotive brands grow recurring revenue from connected services and subscriptions. Programs include lead generation, cross-sell/upsell, retention, and win-back strategies.
3. Learning and Knowledge Services: Training delivery, instructional design, and knowledge management services including needs assessments, scenario-based modules, knowledge base optimization, and workforce management solutions.
4. Talent Services: Staffing and talent acquisition services helping automotive brands scale CX teams through sourcing, screening, and managing workforce that integrates into client operations.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels10 records

Core offering

Percepta is a B2B customer experience (CX) outsourcing company that delivers end-to-end managed services for the automotive and mobility industry, including omnichannel customer care, technical support, EV support, fleet and commercial vehicle services, revenue generation, back-office optimization, and CX optimization. The company also provides enabling services such as workforce management, quality assurance, learning and development, talent acquisition, and data analytics through its proprietary DAISY platform. Core customers are automotive OEMs, dealer networks, fleet operators, and mobility service providers globally.

Product overview

Percepta is a customer experience (CX) company and joint venture between TTEC Holdings and Ford Motor Company, specializing in automotive and mobility CX solutions for over 25 years. The company operates a platform of integrated service offerings organized into core customer-facing services (Customer Care, Technical Support, EV Support, Fleet/Commercial Vehicles, Revenue Generation, Back-Office Optimization, CX Optimization) and enabling modules (Operational Excellence, Quality Assurance, Workforce Management, CX Technology, Data & Analytics, Learning Services, Talent Services). The portfolio is anchored by DAISY, a proprietary analytics platform, and supported by operating models like Own the Contact and programs like Perci Perks (rewards) and Academy Bay (onboarding). Services span sales, service, technical support, and fleet operations across 15 countries and 60 markets.

Differentiator

Problem solved

Functional benefit

Brands

• Perci Perks: Employee rewards and incentive program that has won multiple awards including Gold Stevie Award for Incentive, Rewards, or Recognition Provider of the Year.
• DAISY

Products and services

• Customer Care Services Omnichannel customer support covering sales, service, warranty, and recall interactions with empathy and precision across multiple channels. For automotive OEMs, dealer networks, and mobility providers.
• Technical Support Technical support for EVs, telematics, in-vehicle systems, and connected vehicle technologies including App Resolution Center and Telematics Support Hub. For automotive OEMs managing connected vehicle fleets.
• EV Support Specialized support for electric vehicle owners covering charger installation, pre-sale education, diagnostics, real-time troubleshooting, and EV adoption guidance. For EV manufacturers and OEMs.
• Fleet and Commercial Vehicles Comprehensive fleet support including uptime optimization, remote diagnostics, driver performance analytics, and fleet electrification services. For commercial fleet operators and rental companies.
• Revenue Generation Subscription lifecycle management, telematics revenue optimization, lead generation, and sales enablement programs that grow recurring revenue. For automotive brands seeking subscription revenue growth.
• Back-Office Optimization Precision operations including warranty administration, recall processing, and back-office support that scales with demand. For automotive OEMs managing warranty and recall operations.
• CX Optimization Customer experience optimization across the full ownership journey with data-driven strategies and continuous improvement. For automotive brands seeking end-to-end CX transformation.
• Learning Services Training and development programs including Academy Bay (ABay) onboarding, scenario-based interactive modules, and automotive-focused training from foundational to advanced technical levels. For automotive clients building CX workforce capability.
• Talent Services Talent acquisition and management services building high-performing CX teams with coaching, growth mindset development, and industry depth. Includes strategic hiring services sourcing, screening, and managing talent that plugs directly into client workflows. For automotive brands scaling CX teams.

Quantifiable outcome

• 60-point NPS increase over 4 years through Own the Contact model
• +18 more outcomes

Named customers3 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability8 records

Feature4 records

Partnerships

Two partnerships are on record, tiered core.

• TTEC Holdings, Inc.coreStrategic or Co-development PartnerTTEC Holdings is a joint venture partner in Percepta, providing cutting-edge CX technology and human-centered innovation. Percepta operates as a joint venture between TTEC and Ford Motor Company, with TTEC powering the technology engine while Percepta brings 25 years of automotive CX expertise.
• Ford Motor CompanycoreStrategic or Co-development PartnerFord Motor Company is the other joint venture partner in Percepta, established to reimagine the customer journey in automotive. Percepta leverages Ford's automotive ecosystem knowledge and brand relationships to deliver CX services to the broader automotive industry.

Scale indicators15 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Foundever (formerly Sitel Group/SYKES): Major global CX outsourcing provider with automotive industry clients including fleet and OEM support. Comparable scale and CX delivery model to Percepta with broader industry coverage.
• Genpact: Global professional services firm with significant CX and digital operations practice serving automotive and mobility clients. Adjacent competitor offering analytics-driven CX transformation similar to Percepta's DAISY capabilities.
• WNS Holdings: Digital CX, analytics, and business process management provider competing for enterprise outsourcing contracts. Offers comparable customer journey analytics and AI-enabled CX capabilities to Percepta's portfolio.
• Concentrix Corporation: Large global BPO and customer experience services provider serving automotive, technology, and consumer industries. Direct competitor in enterprise CX outsourcing with broader vertical coverage and greater scale (~$6B revenue).
• Teleperformance: World's largest customer experience management company with extensive automotive vertical practice. Competes with Percepta for enterprise CX contracts with global delivery capabilities across 80+ countries.
• Majorel (now part of Teleperformance): Global CX outsourcing provider with strong automotive vertical presence prior to Teleperformance acquisition. Competed directly with Percepta for OEM CX contracts across Europe and Americas.
• TTEC Holdings: Parent joint venture partner in Percepta and a direct competitor for automotive CX deals outside the JV structure. Provides overlapping technology, talent, and CX capabilities that Percepta benefits from internally.

Direct peers

• StarTek Inc. Digital CX solutions provider serving automotive, communications, and financial services verticals. Competes with Percepta for omnichannel customer engagement contracts targeting similar enterprise buyer profiles.
• IBEX Limited: Mid-sized CX outsourcing and digital services provider with automotive and consumer industry clients. Direct competitor for enterprise CX programs with similar omnichannel delivery model.
• Alorica: Global CX outsourcing company competing directly for enterprise BPO contracts across automotive, tech, and financial services. Comparable delivery model and customer base to Percepta's enterprise B2B sales motion.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/Percepta
• LinkedInlinkedin.com/company/percepta
• Xx.com/perceptallc

Revenue estimate

Valuation estimate

Number of profiles

Profiles13 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Percepta