Full Potential Solutions

What Full Potential Solutions does

Full Potential Solutions (FPS) is a private business process outsourcing firm founded in 2017 and headquartered in Kansas City, Missouri, with an additional office in Waltham, Massachusetts. The company delivers customer experience and back-office support services to enterprise clients, spanning customer care, customer acquisition, retention and lifetime-value programs, and executive assistance, with vertical exposure concentrated in retail, insurance, financial services, and telecommunications. Named reference customers include a publicly-traded telecom, a fintech unicorn, a gig-economy leader, and a B2B SaaS firm, indicating an enterprise-grade, direct-sales go-to-market rather than SMB self-serve distribution.

The firm's service delivery rests on a proprietary "Full Potential Solutions Platform" that combines real-time business intelligence and analytics, omnichannel routing, AI-driven conversations, and tight integration with Amazon Connect (where FPS is an AWS Select Consulting Partner) and Salesforce. The platform is offered alongside traditional managed BPO seats and discrete professional services, with three revenue streams: managed services (the dominant component, billed on a seat or FTE basis), professional services (Amazon Connect implementation, Salesforce development), and SaaS subscription for the FPS Platform itself. Operational footprint spans the United States, the Philippines, India, and Colombia, supporting a 24/7 global delivery model with onshore/offshore cost arbitrage.

FPS is led by co-founders Amit Basak (Chairman and President), Steve Kezirian (CEO), and Jason Kibilko (SVP, Systems and Technology), with a formalized executive bench including a VP of IT/SEC and a VP of People and Culture. The company is MBE certified and holds PCI DSS Level 1 and SOC 2 Type II, with ISO 27001 reportedly in progress. The operating philosophy emphasizes above-market compensation (cited at 15-20% above industry norms), values-based culture, and continuous-improvement mechanics such as daily agent scorecards, all designed to drive retention in a labor-intensive delivery model.

Name

Full Potential Solutions

Legal name

Full Potential Solutions, LLC

Website

https://fpsinc.com

Company type

Private

Founded year

2017

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

Full Potential Solutions is a private BPO firm providing customer experience, customer acquisition, retention, and back-office outsourcing to enterprise clients across retail, insurance, financial services, and telecom, delivered through a 4,000+ agent workforce in the US, Philippines, India, and Colombia, supported by an AWS- and Salesforce-integrated platform with AI-driven conversation capabilities.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (BPO) Customer Experience Services

NAICS

All Other Support Services (561990), Custom Computer Programming Services (541511), Computer Systems Design and Related Services (54151)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), CRM Managed Services & Support (BPAEAGAD), iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)

Keywords

• Customer experience outsourcing
• Business process outsourcing
• Contact center services
• Omnichannel customer support
• Amazon Connect consulting

Headquarters

HQ city

Kansas City

HQ country

United States

HQ region

North America

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO Services: Full Potential Solutions generates revenue through comprehensive Business Process Outsourcing services including customer service and support, technical support and help desk services, back-office operations, data processing and management, sales and marketing support, and financial and accounting services. Services are provided on a contract basis with duration aligned to client needs.
2. Professional Services: Consulting services including Amazon Connect implementation, Salesforce development, and technology integration projects provided pursuant to Statements of Work. Available as bespoke professional services projects or subscription services.
3. SaaS Subscription: Full Potential Solutions Platform provided on a Software as a Service (SaaS) basis with subscription pricing. AWS Select Consulting Partner offering Amazon Connect available as subscription service in addition to professional services.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels5 records

Core offering

Full Potential Solutions is a Business Process Outsourcing (BPO) firm that designs, deploys, and manages customer experience (CX) programs for enterprise and mid-market clients. Its core offering bundles the proprietary Full Potential Solutions SaaS Platform (AI-driven analytics, omnichannel CX, AI conversations) with globally delivered human agent services spanning customer care, retention, acquisition, and back-office support. The company also provides professional services for Amazon Connect implementations and Salesforce customization as an AWS Select Consulting Partner.

Product overview

Full Potential Solutions is a Business Process Outsourcing (BPO) company offering a comprehensive customer experience (CX) platform and services portfolio. The core offering combines the proprietary Full Potential Solutions Platform (a SaaS-based CX technology solution) with three integrated service pillars: CX Technology & Analytics (Business Intelligence & Analytics, Omnichannel CX, AI Driven Conversations), CX Services (Customer Care & Support, Customer Retention & LTV, Customer Acquisition), and Back Office Solutions (Back Office Support, Executive Assistance). The company also provides specialized implementation services for Amazon Connect and Salesforce, and employs a proprietary Gemba continuous improvement methodology. The platform bundles virtual and human agents integrated through best-of-breed technology tools to achieve operational efficiency goals while maximizing customer lifetime value (LTV) relative to customer acquisition cost (CAC).

Differentiator

Problem solved

Functional benefit

Products and services

• Business Intelligence & Analytics Data-driven analytics service providing business intelligence insights to drive continuous improvement, grow market share, and increase profitability for enterprise and mid-market BPO clients.
• Omnichannel CX
• AI Driven Conversations
• Customer Care & Support
• Customer Retention & LTV
• Customer Acquisition
• Back Office Support
• Executive Assistance
• Full Potential Solutions Platform (SaaS)
• Amazon Connect Implementation Services Professional services for implementing and supporting Amazon Connect contact center technology, including omnichannel customer service implementation, IVR, and automated outbound dialing. Delivered as an AWS Select Consulting Partner.
• Salesforce Development Services

Quantifiable outcome

• Improved agent productivity by 20%
• +5 more outcomes

Named customers3 records

Segments3 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration5 records

AI capability8 records

Feature4 records

Partnerships

Three partnerships are on record, tiered core and minor.

• Amazon Web Services (AWS)coreTechnology or IntegrationAWS provides cloud infrastructure for processing and storing customer data. FPS is an AWS Select Consulting Partner with specialized expertise in Amazon Connect implementation. The partnership enables FPS to offer sophisticated contact center solutions with natural language chatbots, IVR, and automated voice authentication.
• Virlanie FoundationminorOthersFPS BPO Operations Team participates in International Day for Street Children activities at Virlanie Foundation in Manila, Philippines, demonstrating community engagement and social responsibility.
• Mapua Malayan CollegeminorStrategic or Co-development PartnerIndustry-academe partnership focused on honing employment-ready skills and career paths for students. Partnership announced March 16, 2023 in Davao, Philippines.

Scale indicators10 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Startek: Global CX solutions provider with delivery centers across the Americas, Philippines, and India, offering customer management, digital CX, and analytics — closely comparable to FPS's geographic footprint and service portfolio.
• Teleperformance: The largest global CX/BPO operator, delivering omnichannel customer care, technical support, and back-office services to enterprise clients across 80+ countries. Directly comparable to FPS on service mix, customer segments, and global delivery model — though materially larger in scale.
• Concentrix: Major CX/BPO competitor offering customer experience, digital, and analytics services across the same enterprise verticals as FPS (telco, fintech, retail). Comparable business model with similar omnichannel, AI-driven service positioning.
• TaskUs: Tech-enabled BPO specializing in digital CX, content moderation, and AI operations for enterprise clients including social media, fintech, and gig-economy leaders. Overlaps with FPS on the gig-economy and fintech customer logos and the digital-CX go-to-market motion.
• TTEC Holdings: Global CX/BPO and digital customer experience provider with a hybrid human + technology model very similar to FPS. Operates large-scale contact centers and enterprise CX platforms for telco, financial services, and tech clients.

Emerging players

• iQor: Tech-enabled CX/BPO focused on digital customer engagement, analytics, and AI-driven automation. Comparable to FPS in combining proprietary technology with global delivery, though operating at smaller scale than the top-tier incumbents.
• Liveops: Cloud-based contact center and CX outsourcing provider with a flexible, distributed agent model. Comparable to FPS on the technology-forward delivery approach and on serving enterprise CX programs, though smaller and more US-centric.

Broad incumbents

• Foundever: Formed from the combination of Sitel Group and SYKES, Foundever is a top-tier global CX/BPO incumbent with 170+ sites. Directly competes with FPS for enterprise CX outsourcing deals and represents the type of scaled player FPS must outmaneuver.
• Alorica: Privately-held global CX solutions provider with large delivery in the Philippines and the Americas. Competes with FPS in digital-first customer care and CX outsourcing for enterprise clients in telecom, financial services, and retail.
• Majorel: Global CX and BPO provider (now part of Teleperformance) with strong offshore delivery in the Philippines, India, and Colombia — directly comparable geographies to FPS's delivery network.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/FPSRecruiting
• Facebookfacebook.com/fullpotentialsolutions
• Instagraminstagram.com/fullpotentialsolutions

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles9 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 Full Potential Solutions