What MAP Communications does

MAP Communications, founded in 1990 and headquartered in Chesapeake, Virginia, is a privately held, 100% employee-owned provider of live phone answering, virtual receptionist, and call center services. The company operates cloud-based answering platforms staffed by U.S.-based agents across multiple call centers, delivering 24/7 coverage with bilingual English/Spanish support, custom call scripting, and real-time analytics via its MyMAP dashboard and CogniSent mobile app. Its product portfolio is organized around three core lines — Phone Answering Services, Virtual Receptionist Services, and Call Center Services — with sub-products spanning after-hours coverage, call overflow, message dispatch, appointment scheduling, lead capture, BPO, technical help desk, product recall support, whistleblower hotlines, and alarm monitoring.

MAP serves a heterogeneous customer base ranging from local small businesses to Fortune 500 enterprises (including General Electric, Canon, DuPont, Georgia Pacific, Associated Press, and WebMD), with a primary segmentation by vertical that spans medical/healthcare, contractors/field services, property management, attorneys, franchises, and emergency restoration. The company differentiates on a regulatory stack that includes HITRUST (the first answering service to achieve it), SOC 2 Type 2, PCI DSS, HIPAA, GDPR, and CCPA, supported by integrations with Salesforce, HubSpot, Calendly, Google Calendar, Clio, Rocket Matter, Athenahealth, Epic, TigerConnect, Mobile Heartbeat, Zoho, and Zapier. It monetizes primarily through usage-based billing (per-minute, with telecom, compliance, technology, and holiday surcharges) under month-to-month terms, augmented by a free 7-day trial for self-serve acquisition and phone-based enterprise sales. The company employs 101-250 people, with Grant Sibley identified as CFO & Director, and reports no venture, private equity, or institutional ownership.

Name

MAP Communications

Legal name

Map Communications, Inc.

Website

https://mapcommunications.com

Company type

Private

Founded year

1990

Operating status

Operating

Headcount range

101–250 employees

Short description

MAP Communications is a 100% employee-owned, U.S.-based provider of 24/7 phone answering, virtual receptionist, and call center services for small businesses through Fortune 500 enterprises across healthcare, legal, contractor, and property management verticals.

Ownership category

akta.pro rank

Product category

Inbound Call Center Services

NAICS

Telephone Answering Services (561421), Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Services-Management Services (8741)

akta.pro primary industry

Emergency, After-Hours & Hotline Contact Centers (BPAAAAAK)

akta.pro secondary industries

IT Service Desk & End-User Support (L1/L2) (BPAAACAA), Appointment Setting, Dispatch & Scheduling Centers (BPAAAAAD)

Keywords

• Call answering services
• Virtual receptionist services
• Inbound call center
• After-hours answering
• Emergency dispatch services

Headquarters

HQ city

Chesapeake

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Call Answering Services: Usage-based billing where customers pay only for the time agents spend actually speaking with callers. No flat rates, no wasted minutes. Additional fees for telecom, compliance/regulation, technology, and holidays.
2. Virtual Receptionist Services: Subscription-style service with month-to-month terms. Billing based on call minutes used. Flexible plans customizable to call volume and coverage hours.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels5 records

Core offering

MAP Communications provides 24/7 live phone answering, virtual receptionist, and inbound call center services delivered by U.S.-based, employee-owned agents using custom scripts. Services cover after-hours coverage, bilingual (English/Spanish) support, appointment scheduling, call overflow, message dispatch, on-call and emergency routing, lead capture and qualification, customer support, technical help desk, BPO, and alarm monitoring, billed on a usage-based, per-minute model with month-to-month terms and a free 7-day trial.

Product overview

MAP Communications offers a unified call answering and virtual receptionist platform designed for businesses of all sizes. The core product portfolio consists of three main service lines: Phone Answering Services (featuring 24/7 live call handling, after-hours coverage, bilingual support, call overflow, and message dispatch), Virtual Receptionist Services (offering appointment scheduling, call screening, and intelligent call routing), and Call Center Services (providing enterprise-scale customer support, lead capture, BPO, and technical help desk). The platform also includes specialized Alarm Monitoring Services. All services leverage U.S.-based employee-owned agents using customized scripts, with integrations to Calendly, Google Calendar, HubSpot, Salesforce, Clio, Rocket Matter, and Zapier. The offering operates on a pay-per-minute model with month-to-month flexibility and is distinguished by HITRUST, HIPAA, SOC 2, and PCI DSS certifications.

Differentiator

Problem solved

Functional benefit

Products and services

• Phone Answering Services 24/7 live telephone answering service with U.S.-based receptionists who handle inbound calls using customized scripts tailored to each client's brand voice, policies, and procedures. Includes message taking, call routing, and urgent call escalation for businesses of all sizes.
• 24 Hour Answering Service Round-the-clock telephone answering coverage ensuring calls are answered at any hour, including nights, weekends, and holidays, by live agents rather than voicemail.
• After Hours Answering Service Specialized coverage for calls received outside regular business hours, enabling businesses to maintain availability without staffing internal reception during off-peak times.
• Bilingual Answering Service Phone answering service with operators fluent in English and Spanish, enabling businesses to serve diverse customer bases without language barriers.
• Call Overflow Answering Service Supplementary call handling capacity that activates when internal staff are overwhelmed by high call volumes, ensuring no calls go unanswered during peak periods.
• Live Answering Service Real-time call handling by human receptionists rather than automated systems, ensuring each caller receives personalized attention and professional service.
• Message Dispatch Service Service focused on accurately capturing caller information and delivering messages to designated recipients through specified channels based on client preferences.
• On-Call Answering Service Coverage for businesses with on-call personnel such as medical practices, service technicians, or emergency responders, with protocols for routing urgent calls to available staff.
• RSVP Answering Service Specialized service for managing event registrations, confirmations, and responses, capturing attendee information and maintaining accurate counts for event organizers.
• Virtual Receptionist Services Live virtual reception service where trained agents act as an extension of the client's team, handling calls with customized scripts, performing appointment scheduling, screening calls, and routing urgent matters to appropriate personnel.
• Call Center Services Enterprise-scale inbound call center solution with 24/7 availability, CRM integration, real-time reporting, and U.S.-based agents trained to handle customer support, lead capture, order taking, and technical support for larger teams.
• BPO Call Center Services Business process outsourcing services where Map handles defined business functions such as customer service or order processing on behalf of the client company.
• Business Continuity Call Center Services Redundant call handling solution ensuring business communications continue uninterrupted during disruptions, natural disasters, or infrastructure failures.
• Customer Support Call Center Services Dedicated customer service team handling inquiries, complaints, and support requests with customized scripts and client brand alignment.
• Direct Response Call Center Services Call handling optimized for marketing campaigns and direct response advertising, capturing leads and converting inquiries into sales opportunities.
• Disaster Recovery/Emergency Response Call Center Services Specialized call center service activated during emergencies or natural disasters to handle crisis communications, urgent inquiries, and resource coordination.
• Ecommerce Call Center Services Call handling for online retailers including order taking, product inquiries, return processing, and post-sale support.
• Inbound Call Center Services Core inbound call handling with professional receptionists answering calls, providing information, and routing inquiries to appropriate departments.
• Order Taking Call Center Services Specialized service for capturing and processing customer orders via phone, including payment collection and order confirmation.
• Outsourced Call Center Services Full outsourcing of call center operations to Map's team, allowing businesses to eliminate internal call center infrastructure while maintaining quality service.
• Product Recall Call Center Services Specialized crisis communication service for product recalls, handling high call volumes from concerned customers with pre-prepared scripts and documentation.
• Sales Lead Capture & Qualification Lead generation service where agents qualify prospects by gathering key information and scoring leads against client-defined criteria before forwarding qualified opportunities.
• Technical Support & Help Desk Tier-1 technical support service handling common troubleshooting, ticket creation, and escalation management for IT and product support.
• Virtual Call Center Services Cloud-based call center solution enabling businesses to manage distributed teams and remote agents while maintaining centralized quality control and reporting.
• Whistleblower Hotline Services Anonymous reporting hotline service for corporate compliance, allowing employees to report concerns confidentially with documented intake and escalation protocols.
• Alarm Monitoring Services Specialized call handling service for security and alarm monitoring companies, managing emergency dispatch requests and routine notifications.

Named customers10 records

Segments8 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

Feature4 records

Partnerships

Eight partnerships are on record, tiered core.

• ZapiercoreTechnology or IntegrationIntegration partnership allowing connection with thousands of applications through Zapier's automation platform. Enables customers to connect Map Communications with their existing business tools.
• SalesforcecoreTechnology or IntegrationCRM integration enabling call data synchronization with Salesforce customer records. Supports sales workflows and keeps CRM in sync.
• HubSpotcoreTechnology or IntegrationCRM integration for inbound call handling and lead capture. Synchronizes call data and customer interactions with HubSpot platform.
• CalendlycoreTechnology or IntegrationScheduling integration allowing Map receptionists to book appointments directly into Calendly calendars for seamless appointment management.
• Google CalendarcoreTechnology or IntegrationCalendar integration enabling appointment scheduling and synchronization with Google Calendar for real-time schedule management.
• CliocoreTechnology or IntegrationLegal practice management integration supporting law firm workflows. Enables efficient legal client intake and matter management.
• AthenahealthcoreTechnology or IntegrationHealthcare integration for medical practices. Enables appointment scheduling and patient communication within Athenahealth's EHR platform.
• EpiccoreTechnology or IntegrationMajor EHR integration for large healthcare organizations. Supports appointment scheduling and patient data management within Epic systems.

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Abby Connect: Abby Connect provides virtual receptionist and answering services with U.S.-based agents, primarily serving legal, financial, and medical SMBs — directly comparable to MAP's vertical mix and service model.
• Smith.ai: Smith.ai combines live virtual receptionists with AI and chatbot technology for SMBs in legal, consulting, and home services — directly comparable to MAP's virtual receptionist and contractor offerings, with a more AI-forward product angle.
• Ruby Receptionists: Ruby Receptionists is a virtual receptionist and live chat service for SMBs, with U.S.-based receptionists, custom call scripting, and CRM integrations — a close functional peer to MAP's virtual receptionist product line.
• Davinci Virtual: Davinci Virtual offers virtual receptionist, live answering, and a broader suite of virtual office services for SMBs and professionals — overlapping with MAP's virtual receptionist and small-business segments.
• VoiceNation: VoiceNation is a U.S.-based 24/7 live answering service with HIPAA-compliant options, serving medical, legal, and small-business customers — a near-direct competitor in MAP's primary verticals.
• Answering Service Care: Answering Service Care is a 24/7 live answering service targeting SMBs and professionals across healthcare, legal, and contractor verticals — overlapping almost entirely with MAP's primary segments and pricing model.
• PATLive: PATLive is a U.S.-based live answering service and virtual receptionist provider serving SMBs and mid-market businesses, with a near-identical usage-based pricing model and 24/7 agent coverage — directly comparable to MAP's answering-service core offering.
• LexReception: LexReception is a legal-specific answering and intake service, mirroring MAP's attorneys/legal vertical with bilingual 24/7 coverage and Clio integration — directly comparable on legal-vertical specialization.

Emerging players

• Five9: Five9 is a cloud contact-center software provider offering AI-powered virtual agents and workforce engagement — adjacent to MAP as a technology enabler and an emerging competitive threat via AI-driven automation of inbound call handling.

Broad incumbents

• TTEC: TTEC (TeleTech) is a global customer experience BPO and contact-center operator serving enterprise customers at scale — a broad incumbent that competes with MAP's enterprise call-center BPO offering as part of a much larger portfolio.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/MAPCommInc

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

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 MAP Communications