What Amalga Group does

Amalga Group is a nearshore business process outsourcing provider founded in 2021 and operating as AMALGA LLC in the United States, with headquarters in Plano, Texas, and delivery hubs in Monterrey (40-person team) and Mexico City (12-person team), plus a U.S. presence in Salt Lake City, Utah. The company delivers dedicated, bilingual managed-services teams to mid-market and enterprise U.S. clients across five functional areas: customer experience (CX) outsourcing at fully loaded rates of $14-18 per hour; legal process intake and outsourcing; sales and SDR support; finance and accounting back-office work; and nearshore engineering team resourcing at $20,000-$45,000 per year per resource, benchmarked against U.S. engineering salaries of $105,000-$150,000.

The operating model is structured as managed services rather than body-shop staffing, supported by a proprietary AI-human case distribution layer, AI-assisted transaction processing, and AI-assisted writing tools that route and accelerate work within client engagements. Average client ramp time is 60 days, with self-reported client retention of 96%, monthly team retention of 97.8%, and annual team retention of 96.8%. The go-to-market pursues 40-50% cost savings relative to equivalent U.S.-based teams, with value reinforced by ISO 27001, HIPAA, PCI DSS, and COPC 7.0 personnel certifications, plus a SOC 2 Type II audit in progress. Named case-study customers span legal services, fleet-management SaaS, global consumer technology, national telecom, omnichannel apparel retail, U.S. digital payments, and global technology consultancy, indicating five-vertical diversification across the early customer base.

Name

Amalga Group

Legal name

AMALGA LLC

Website

https://amalgagroup.com

Company type

Private

Founded year

2021

Operating status

Operating

Short description

Nearshore BPO provider founded in 2021 delivering managed customer experience, legal process, sales, finance and accounting, and engineering outsourcing via dedicated Mexico-based teams to mid-market and enterprise U.S. clients at 40-50% cost savings versus U.S. equivalents.

Ownership category

akta.pro rank

Headquarters

HQ city

Austin

HQ country

United States

HQ region

North America

Offices4 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Managed BPO Services: Full-service nearshore BPO delivering dedicated teams that handle business functions including customer support, call centers, legal intake, sales outsourcing, finance & accounting, back office, and engineering. Revenue is generated through dedicated team staffing with managed services ownership, including QA, coaching, performance reporting, and continuous improvement. Service-level agreements and defined deliverables form the basis of the engagement model.
2. Client-Managed Teams (EOR): Employer of Record services where Amalga handles recruiting, EOR onboarding, HR, and ongoing support while clients directly manage their nearshore teams. Revenue generated through EOR service fees and talent acquisition, particularly for Engineering/IT and Finance & Accounting teams.
3. Sales SDR Team Outsourcing: Dedicated bilingual SDR teams for outbound prospecting, lead qualification, and appointment setting. Revenue model based on dedicated team staffing with performance-based outcomes tied to qualified appointments and enterprise conversion metrics.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels8 records

Core offering

Amalga Group is an American-owned nearshore BPO partner that staffs and manages dedicated, bilingual English/Spanish teams from Monterrey and Mexico City to deliver customer experience, call center, sales, legal process outsourcing, finance and accounting, nearshore software development, QA, data engineering, back-office, and IT outsourcing functions for U.S. mid-market companies. Engagements are sold as fully managed services with documented workflows, KPIs, SLAs, QA, coaching, performance reporting, and AI-assisted tooling rather than as raw staff augmentation, and operate at 40-50% lower cost than equivalent U.S.-based teams.

Product overview

Amalga Group is a nearshore BPO provider offering a portfolio of managed outsourcing services delivered by dedicated bilingual teams in Mexico, operating on U.S. time zones. The core offering is organized into four service lines: BPO (Customer Experience, Call Centers, Sales, Lead Generation, Collections), LPO (Legal Intake, Legal Call Center, Records Retrieval), Nearshore Teams (Software Development, Finance & Accounting, QA, Data Engineering, Systems Integration, Back Office, IT Outsourcing), and ITO. The company also offers a Client-Managed Teams sub-brand for clients who want direct oversight. All services are delivered as managed engagements with documented workflows, KPIs, SLAs, QA, coaching, and performance reporting — not as staff augmentation. Key differentiators include AI-assisted tools for transaction processing, writing, and case routing deployed within specific engagements; integration with client platforms (Salesforce, HubSpot, ServiceNow, Zoho, NetSuite, and client-specific CRM, dialer, case management, and finance stacks); and ISO 27001 and HIPAA compliance.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Experience Outsourcing Dedicated CX teams that handle inbound inquiries, complaints, and retention across phone, email, chat, and social media for omnichannel support, delivered by bilingual English/Spanish agents on U.S. time zones for mid-market and enterprise clients.
• Inbound Call Center Services Bilingual inbound call handling for customer service, support, and intake, with real-time routing and escalation built into client SLAs, provided as a managed service for U.S. mid-market and enterprise clients.
• Outbound Call Center Services Outbound sales, lead qualification, and retention campaigns handled by dedicated bilingual agents operating within client tools and workflows, delivered as a managed service for U.S. mid-market and enterprise clients.
• Sales Outsourcing Dedicated bilingual Sales Development Representative (SDR) teams that prospect, qualify, and book appointments for clients across multiple markets, including enterprise and mid-market outreach playbooks delivered as managed services.
• Lead Generation Outsourcing Bilingual lead qualification and outbound prospecting teams that capture, score, and route inbound and outbound leads using client-specific qualification criteria as a managed service.
• Collections Outsourcing Collections and recovery operations managed by trained bilingual agents with compliance expertise and client-aligned SLAs, delivered as a managed service for financial services, telecom, and consumer-facing clients.
• Legal Intake Services Bilingual intake specialists for law firms and Legal Process Organizations (LPOs) handling high-volume leads 24/7, including case screening, routing, and AI-assisted case distribution for optimal agent allocation.
• Legal Call Center Services Bilingual call center services for legal clients covering client intake, case follow-up, and client communication on U.S.-aligned time zones, delivered as a managed service for law firms and LPOs.
• Records Retrieval Outsourcing Medical and legal records retrieval with compliance expertise and quality monitoring, reducing turnaround times and eliminating backlogs for LPO and legal services clients as a managed engagement.
• Nearshore Software Development Dedicated nearshore engineering teams covering frontend, backend, QA, DevOps, SRE, and infrastructure deployed via EOR services and integrated into client sprint cycles and development workflows.
• Finance and Accounting Outsourcing Dedicated finance and accounting teams handling AP/AR, bookkeeping, payroll processing, bank reconciliation, vendor payments, and financial reporting with daily output tracking and AI-assisted processing, delivered as managed services.
• QA Outsourcing Nearshore QA specialists providing software testing, quality assurance, and performance validation integrated into client development and release workflows as a managed engagement.
• Data Engineering Services Nearshore data engineering teams supporting data pipeline development, ETL processes, and data infrastructure for clients across finance, legal, and technology sectors, delivered as managed engagements.
• Systems Integration Services Integration services connecting client systems, platforms, and workflows with nearshore teams trained on the client's specific tech stack, delivered as managed engagements.
• Back Office Support Data entry, document processing, and administrative support for back-office operations, managed by dedicated bilingual teams on U.S. time zones as a managed engagement.
• IT Outsourcing (ITO) L1-L3 help desk and technical support with certified specialists, including IT infrastructure management and NOC analyst services delivered as managed engagements.
• Ecommerce Customer Service Omnichannel ecommerce customer support covering order management, returns processing, live chat, and social media care, with seasonal scaling for peak volume periods, delivered as a managed service for retail and ecommerce brands.
• Telecom Call Center Bilingual customer care, technical support, and inbound sales for telecommunications clients, with COPC-based quality and performance management frameworks delivered as a managed engagement.
• Client-Managed Teams A client-managed nearshore model providing vetted professionals who report directly to the client, while Amalga handles recruiting, Employer of Record onboarding, HR, and ongoing support, with specialization in Engineering/IT and Finance & Accounting teams.
• Bilingual Answering Service (Salt Lake City) Live bilingual (English/Spanish) answering service operating from Salt Lake City, covering inbound calls with message taking, appointment scheduling, lead qualification, and custom call scripts for local SLC businesses.

Quantifiable outcome

• 92% client retention rate - clients stick around because Amalga delivers
• +13 more outcomes

Named customers8 records

Segments6 records

Ideal customer profiles7 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration9 records

AI capability6 records

Feature4 records

Scale indicators34 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Boldr: Nearshore BPO operating from the Philippines, Mexico, and South Africa, offering CX, content moderation, and back-office support. Closest direct competitor to Amalga in the boutique nearshore BPO category with a similar cost-arbitrage and managed services value proposition.
• Helpware: Nearshore outsourcing company with delivery centers in Eastern Europe, Latin America, and the Philippines, offering CX, content moderation, data annotation, and back-office services. Directly comparable on service portfolio and target mid-market buyer.
• Peak Support: Boutique nearshore BPO provider delivering CX, back-office, and technical support teams from the Philippines and Latin America. Comparable to Amalga in mid-market focus, dedicated-team model, and outcome-driven SLAs.
• SupportNinja: Nearshore BPO providing customer support, sales, and back-office teams from the Philippines, Central America, and the US. Closely comparable on dedicated-team CX model and tech/SaaS client base.

Broad incumbents

• Alorica: Global customer experience and BPO provider with delivery centers across the Americas, Asia, and EMEA. Comparable on call center and CX outsourcing services with similar mid-market and enterprise client mix.
• Foundever: Global CX and BPO provider formed from the merger of Sitel and Sykes, serving enterprise clients across customer experience, sales, and technical support. Direct overlap in CX and contact center services at the enterprise tier.
• Teleperformance: Global leader in digital business services and omnichannel CX outsourcing with hundreds of thousands of agents worldwide. Major broad incumbent in the same space where Amalga's Operations Director previously worked; competes head-to-head for enterprise outsourcing contracts.
• TTEC: Large customer experience and digital transformation BPO serving enterprise clients across CX, sales, and digital services globally. Comparable on customer experience outsourcing and CX-led managed services, but at much greater scale.
• Concentrix: One of the largest global BPO and customer experience providers with hundreds of thousands of employees across CX, digital, and industry-specific solutions. Broad incumbent competitor where Amalga's Operations Director previously worked; competes for the same enterprise CX and back-office RFPs.

Emerging players

• Hugo (formerly NexRep): Tech-enabled nearshore BPO platform focused on CX and back-office teams for SaaS and digital-first companies. Comparable boutique positioning and focus on AI-augmented delivery; smaller and earlier-stage than Amalga.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks7 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/amalga-group
• Instagraminstagram.com/amalgagroup

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles8 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 Amalga Group