Senture

What Senture does

Senture, LLC is a U.S.-based business process outsourcing (BPO) and contact center operator focused exclusively on government and public-sector clients. Founded in 2003 as a small family-owned business and headquartered in London, Kentucky, the company has grown into what it describes as the largest pure-play contact center serving the federal government, operating under a 100% U.S.-based workforce supporting 300+ languages and dialects. Since its 2021 acquisition by Teleperformance (TP), Senture has operated as a wholly-owned subsidiary while retaining operational independence and U.S.-based delivery; Teleperformance contributes a global footprint of 500,000+ employees (21,000+ in the U.S.). A second major operations hub in McAllen, Texas has grown to over 2,000 employees since its 2020 launch.

The company's product portfolio spans two main pillars. CX Services deliver omnichannel contact center operations (voice, chat, email, SMS) on a modern cloud-based Contact Center-as-a-Service (CCaaS) platform, with back-office, mailroom, document processing, and language interpretation services layered on top. Digital Services layer applied AI capabilities onto the contact center workflow, including Conversational AI, Generative AI, Agentic AI, Bot Development & Deployment, AI-driven Communications Transcription & Analysis, AI-powered IT Service Management (via ServiceNow), Cloud-as-a-Service, and Customer Experience Strategy Consulting. The firm also runs a Federal Program Support Services practice covering eligibility & enrollment, application processing, benefits administration, healthcare & clinical support, unemployment insurance adjudication, and rapid-response surge staffing.

Senture generates revenue through managed-services contracts and professional services engagements, procured primarily via formal government vehicles — most notably the GSA Multiple Award Schedule (Contract #: 47QTCA25D002X), held for over 20 years. Pricing is not publicly disclosed and is negotiated contract-by-contract against agency requirements, scope, and volume. The customer base is overwhelmingly federal and state government: General Services Administration, FBI, IRS, Department of Veterans Affairs, TSA, Federal Reserve, FEMA, Defense Health Agency (TRICARE), Office of Personnel Management, Department of State, CMS, HHS, U.S. Census Bureau, and the states of New York and Florida, among others. Reported revenue grew from approximately $12 million in 2012 to nearly $200 million in 2022 under the leadership of SVP Michael Bryant.

Name

Senture

Legal name

Senture, LLC

Website

https://senture.com

Company type

Private

Founded year

2003

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Senture is a U.S.-based, government-focused contact center and BPO operator delivering omnichannel CX, AI-enabled digital services, and federal program support exclusively to federal and state agencies, serving as a wholly-owned Teleperformance subsidiary since 2021.

Ownership category

akta.pro rank

Product category

Government Contact Center & Business Process Services

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Processing & Data Preparation (7374), Services-Mailing, Reproduction, Commercial Art & Photography (7330)

akta.pro primary industry

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)

akta.pro secondary industries

Omnichannel Patient Communications & Contact Center (Voice/SMS/Email/Chat) (HLACAEAC), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), Contact Center & Helpdesk Services (Student/Parent/Alumni Support) (EDAEALAD)

Keywords

• Government contact center
• Business process outsourcing
• Federal customer service
• Citizen engagement services
• Contact center solutions

Headquarters

HQ city

London

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Government Contact Center Services: Full-service, government-compliant contact center operations including customer service, helpdesk/technical support, and back-office services. Revenue generated through government contracts (federal, state, local) via vehicles like GSA MAS. Services include inbound/outbound call handling, omnichannel communication, case management, and crisis response.
2. Digital Modernization & AI Services: AI-powered consulting and implementation services including Conversational AI, Generative AI, Agentic AI, RPA, bot development, and cloud migration. Delivered as part of broader managed services engagements or standalone modernization projects for government agencies.
3. Back-Office & Document Processing: High-volume mailroom, document processing, and fulfillment services. Includes inbound/outbound mail handling, OCR and data capture, printing and mail merge, and fulfillment operations for government programs.
4. Language Translation & Interpretation: Comprehensive language services including translation and interpretation across 300+ languages and dialects for government programs including healthcare, disaster relief, law enforcement, homeland security, housing, and municipal services.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

Senture provides government-compliant contact center operations, AI-enabled digital modernization services, and back-office business process support to U.S. federal, state, and local agencies, as well as healthcare programs such as Medicare, Medicaid, and TRICARE. Core deliverables include omnichannel citizen engagement (voice, chat, email, SMS), eligibility/enrollment, application processing, benefits administration, mailroom/document processing, language interpretation across 300+ languages, and AI-powered tools such as Conversational AI, Generative AI, and Agentic AI, all delivered through a 100% U.S.-based workforce.

Product overview

Senture is a TP (Teleperformance) company offering a comprehensive portfolio of government-focused contact center and business process services. The core offerings include CX Services (Contact Center as a Service) delivering omnichannel customer interactions through a modern cloud-based CCaaS platform, and Digital Services providing AI-powered solutions including Conversational AI, Generative AI, Agentic AI, Bot Development & Deployment, IT Managed Services, and Cloud as a Service. Program Support Services encompass Eligibility & Enrollment, Application Processing, Benefits Administration, Appointment Scheduling, Unemployment Insurance Adjudication Support, Healthcare & Clinical Support, IT Help Desk, Taxpayer Assistance, Transportation Support, and Higher Education Support, all powered by a 100% U.S.-based workforce. Supporting services include Mailroom & Document Processing, Language Translation & Interpretation, Customer Experience Strategy Consulting, and Seasonal & Rapid Response Workforce Support. The company serves federal and state government agencies with full compliance to government security standards.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Center as a Service (CCaaS) Cloud-based contact center platform delivering voice, chat, email, workforce management, and analytics through a secure cloud infrastructure. Enables agencies to scale quickly, support remote teams, and respond to change in real time while reducing costs and improving efficiency.
• CX Services (Contact Center Services) Full-service, government-compliant contact center operations including customer service, helpdesk/technical support across all tiers, and back-office services. Works with all major CCaaS and CRM platforms with a 100% U.S.-based workforce.
• Digital Services AI-powered consulting and business process services purpose-built for government and healthcare programs, including AI Design and Implementation applying design thinking, RPA, and advanced analytics to streamline workflows and reduce operational costs.
• Conversational AI AI solution using advanced speech recognition (ASR) and text intent training to understand requests quickly and accurately. Enables real-time transcription and translation across audio and text channels, sentiment analysis, and self-service tools.
• Generative AI AI solution that automates content creation and improves response consistency across channels, ensuring accurate, timely, and clear information delivery to citizens with human oversight for quality and compliance.
• Agentic AI AI solution combining cutting-edge AI with deep industry expertise to help clients scale intelligently, enhancing customer experience and back-office performance with emotional intelligence and efficiency.
• Bot Development & Deployment Design and deployment of intelligent chat, voice, and email bots powered by NLP and machine learning, delivering consistent 24/7 real-time support across channels while improving Average Handle Time (AHT) and reducing costs.
• IT Managed Services Comprehensive IT services including IT Service Management (ITSM) via the ServiceNow platform, Managed Security Services with risk assessments and real-time monitoring, and Managed IT Infrastructure for on-premises and hybrid environments.
• Cloud as a Service Cloud consultation, migration, and management services with certified cloud experts and partnerships with world-class providers, offering improved flexibility, reliability, and efficiency while reducing IT costs.
• Communications Transcription & Analysis AI-driven communications intelligence solution for investigations, using targeted machine learning models to detect keywords, slang tied to criminal activity, emerging patterns, sentiment shifts, and network associations, with prioritized alerts and actionable insights.
• Program Support Services Comprehensive support for government programs including eligibility and enrollment, application processing, benefits administration, appointment scheduling, unemployment insurance adjudication, healthcare and clinical support, IT help desk, taxpayer assistance, transportation support, and higher education support.
• Mailroom & Document Processing Services Secure, high-volume mailroom and back-office operations combining automation technology and skilled teams to manage document handling from inbound mail and data capture to complex outbound communications and fulfillment.
• Language Translation & Interpretation Comprehensive language services including translation and interpretation solutions for healthcare, disaster relief, law enforcement, homeland security, housing, and municipal services. Supports 300+ languages and dialects.
• Customer Experience Strategy Consulting CX consulting services providing data-driven insights, collaborative engagement with on-site and virtual visits, strategic recommendations, and solutions for continuous CX optimization and sustainable growth.
• Seasonal & Rapid Response Workforce Support Rapid scaling workforce services for government program surges including open enrollment, disaster response, or urgent program launches. Stands up new contact channels and deploys trained agents within days across voice, chat, and digital platforms.

Quantifiable outcome

• 90%+ Customer Satisfaction (CSAT) scores
• +8 more outcomes

Named customers18 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

Integration1 record

AI capability8 records

Feature8 records

Partnerships

Two partnerships are on record, tiered flagship and core.

• Teleperformance (TP)flagshipStrategic or Co-development Partner · 1 January 2021Senture is a proud subsidiary of Teleperformance (TP), the world's leading provider of Customer Experience (CX) management and digital business services. The acquisition in 2021 brought Senture into a combined workforce of over 500,000 employees (21,000+ in U.S.), enabling management of billions of customer interactions annually. Senture maintains operational independence and U.S.-based infrastructure while benefiting from TP's global scale, innovation, and culture of excellence. Together, they provide best-in-class solutions to federal, state, and local government sectors.
• ServiceNowcoreTechnology or IntegrationSenture leverages the ServiceNow platform for IT Service Management (ITSM), enabling agencies to enhance incident, problem, and change management. ServiceNow integration helps transform IT operations into efficient powerhouses with reduced costs and improved service delivery.

Scale indicators19 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Maximus: Maximus is one of the largest pure-play government BPO and contact-center operators in the U.S., serving federal, state, and local agencies with health and human services programs, eligibility support, and citizen engagement — directly comparable to Senture's federal health and benefits contact-center work.
• Foundever: Foundever (formerly Sitel Group) is a major global CX/BPO provider with U.S. federal and public-sector business, operating contact centers at comparable scale to Senture and competing for similar outsourced engagement work.
• Conduent: Conduent provides large-scale business process services and digital interactions for U.S. government agencies, including transportation, healthcare, and benefits programs, with comparable citizen-facing contact-center and back-office operations to Senture.
• ICF International: ICF delivers digital services, contact-center modernization, and program support to federal civilian and health agencies, overlapping with Senture's CCaaS modernization, AI-enabled CX, and federal health program support offerings.

Emerging players

• GovCIO: GovCIO is a fast-growing federal IT and digital services firm supporting agencies like VA, CMS, and DHS with modernization, contact-center transformation, and data services — an emerging competitor for the same federal digital CX and program support opportunities as Senture.

Broad incumbents

• Teleperformance: Teleperformance is Senture's parent and the global leader in outsourced CX and digital business services; it is directly comparable as the umbrella enterprise that shares technology, AI, and operational capabilities with Senture's federal practice.
• Concentrix: Concentrix is a global CX leader with deep public-sector and healthcare experience, offering omnichannel contact-center, AI, and BPO services that overlap with Senture's federal and healthcare programs, though its portfolio is much broader and predominantly commercial.
• CGI Federal: CGI Federal is the U.S. government arm of CGI Inc., delivering IT modernization, digital services, and citizen engagement for federal agencies — adjacent to Senture's CCaaS, digital transformation, and program support work for civilian agencies.
• Leidos: Leidos is a large federal IT and services prime with significant HHS, CMS, and defense health program work, including citizen engagement and program operations that overlap with Senture's federal health and program support services.
• TTEC Holdings: TTEC is a large global CX and digital customer experience provider with government and healthcare clients, offering CCaaS, AI, and managed services comparable to Senture's core stack but with a much larger commercial mix.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/senture_llc

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles15 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 Senture