Afni

Name

Afni

Legal name

Afni, Inc.

Website

https://afni.com

Company type

Private

Founded year

1936

Operating status

Operating

Headcount range

5,001–10,000 employees

Ownership category

akta.pro rank

Product category

Business Process Outsourcing

SIC

Services-Facilities Support Management Services (8744)

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)

Keywords

• Customer engagement services
• Contact center outsourcing
• Business process outsourcing
• Subrogation management services
• Debt collection services

Headquarters

HQ city

Bloomington

HQ country

United States

HQ region

North America

Offices6 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Customer Engagement and Contact Center Services: Afni provides inbound and outbound voice services, digital engagement (chat, messaging, social media), and back office processing for enterprise clients. Revenue is generated through service contracts with clients in telecommunications, insurance, financial services, healthcare, and other industries.
2. Subrogation and Claims Management: Full-service subrogation management including carrier-to-carrier negotiations, arbitration authoring, and uninsured recovery for insurance companies. Also includes back office transactional support, first notice of loss administration, and premium collections.
3. Collections Services: Debt collection and recovery services for past-due balances while maintaining customer relationships. Includes useful technology, helpful segmentation, and certified agents to reach the right people with the right message.
4. Licensed Sales and Insurance Services: Licensed sales representatives consult with customers on insurance needs, right fit them into policies, sell benefits, and close sales for insurance company clients.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels5 records

Core offering

Afni is a global business process outsourcing (BPO) provider that delivers multi-channel customer engagement services, including inbound and outbound voice, digital engagement (chat, messaging, social media), and back office processing, for enterprise clients across the full customer lifecycle. The company also offers specialized P&C insurance solutions (subrogation recovery, claims handling, licensed sales), third-party debt collection services, and remote customer support via its Afni@Home program. Operations are delivered from delivery centers in the United States, Philippines, and Mexico.

Product overview

Afni is a global BPO (business process outsourcing) provider offering a unified customer engagement platform with multiple service delivery configurations. The core portfolio consists of Contact Center Solutions (inbound/outbound voice, digital engagement, back office), Afni@Home remote support, P&C Insurance Solutions (subrogation, claims handling, licensed sales), and Collections services. These are supplemented by Acquisition and Growth and Care and Retention modules, a Gainshare Model pricing structure, and industry-specific solutions for Healthcare and Financial Services. The Right Performance Management (RPM) platform provides integrated analytics and AI capabilities across all services.

Differentiator

Problem solved

Functional benefit

Brands

• Afni@Home: Secure and scalable virtual customer support program enabling remote work from home locations across the United States.

Products and services

• Contact Center Solutions Multi-channel customer engagement service covering inbound and outbound voice, digital engagement (chat, messaging, social media), and back office processing to support enterprise clients across the full customer lifecycle from acquisition through retention and collections.
• Afni@Home Secure and scalable virtual support solution that enables remote customer service professionals to work from home, providing the same service delivery capability as brick-and-mortar locations, currently available across multiple U.S. states.
• P&C Insurance Solutions Full-service offering for property and casualty insurance companies that includes subrogation expertise (carrier-to-carrier negotiations, arbitration authoring, uninsured recovery), claims handling (back office, voice, chat), and licensed contact center services for policyholder engagement.
• Collections Debt recovery service for past-due balances that blends technology, segmentation, and certified agents to reach customers with appropriate messaging while maintaining regulatory compliance and protecting customer relationships.

Quantifiable outcome

• 90% of coaches and agents found the NBA coaching tool to be useful and relevant
• +3 more outcomes

Named customers6 records

Segments4 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability5 records

Feature5 records

Partnerships

Three partnerships are on record, tiered core.

• Indiana TechcoreStrategic or Co-development Partner · 1 January 2019Educational partnership offering Afni employees scholarships, tuition reimbursement, and flexible online learning through Corporate Scholarship program and Afni Leadership Certificate. The partnership enables employees to pursue degrees from associate to master's level.
• RegEdcoreTechnology or IntegrationAfni engages with market-leader RegEd to manage compliance with state licensing requirements and continuing education for their subrogation and insurance services operations.
• National Association of Subrogation Professionals (NASP)coreStrategic or Co-development PartnerAfni is a long-time member of NASP and partners on ongoing education, training, and sharing of industry information for subrogation professionals.

Scale indicators7 records

Recent moves12 records

Expansion highlights7 records

Direct peers

• Teleperformance: One of the world's largest omnichannel customer experience and contact center BPO providers, serving similar enterprise clients across telecom, financial services, and insurance. Directly comparable to Afni in core service offering and global delivery model.
• Concentrix: Global customer experience and BPO provider with extensive omnichannel contact center operations, digital engagement, and analytics capabilities. Competes head-to-head with Afni for the same enterprise telecom, insurance, and financial services contracts.
• TTEC (TeleTech Holdings): Publicly held customer experience and contact center outsourcing company offering omnichannel engagement, AI-enabled CX, and back-office services. Closely aligned with Afni's enterprise BPO model and vertical mix.
• Foundever (Sitel/Sykes): Major global CX and contact center BPO formed from the merger of Sitel and Sykes, offering voice, digital, and AI-augmented customer engagement to enterprise clients in insurance, telecom, and financial services. Direct competitor in Afni's core verticals.
• TaskUs: Publicly held digital customer experience and BPO provider specializing in trust & safety, content moderation, and CX outsourcing with significant Philippines delivery. Comparable in service mix, technology focus, and Philippine footprint.
• Alorica: Privately held global customer experience BPO serving telecom, financial services, and healthcare clients with multilingual omnichannel support. Closely matches Afni's BPO model, client verticals, and emphasis on customized enterprise solutions.
• StarTek: Global customer experience and contact center BPO with a strong presence in India and the Americas, serving telecom, financial services, and e-commerce clients. Competes with Afni in nearshore and offshore customer engagement.
• WNS Holdings: Publicly listed global BPO offering customer experience, finance & accounting, and industry-specific process services. Overlaps with Afni in CX outsourcing and back-office work, particularly in insurance and financial services.

Broad incumbents

• Genpact: Large global professional services and digital transformation firm with extensive BPO and CX operations across industries. Overlaps with Afni's contact center and back-office services but operates at significantly greater scale and breadth.

Regional players

• Majorel (now part of Teleperformance): Global CX and BPO provider with strong European and emerging-market presence serving telecom, financial services, and consumer brands. Recently merged with Teleperformance, but historically a comparable BPO competitor for many of the same enterprise verticals.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/afni
• LinkedInlinkedin.com/company/afni

Revenue estimate

Valuation estimate

Number of profiles

Profiles19 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 Afni