ContactUS

What ContactUS does

ContactUs Communications, LLC is a US-headquartered business process outsourcing firm that designs, operates, and supports contact center solutions for enterprise clients. Founded in 2011 and headquartered at 3700 Fishinger Blvd in Columbus, Ohio, the company employs 1,001-5,000 people and operates through a combination of US-based centers (Columbus OH, Grindstone PA), four nearshore countries (Belize, Dominican Republic, Colombia, Trinidad & Tobago), and a work-from-home workforce spread across more than 21 US states, with over 90% of employees working remotely. The company is structured as a privately held LLC under founder/management ownership with no disclosed external institutional capital.

The core product is MotionCX, a proprietary cloud-based Contact Center as a Service (CCaaS) platform that unifies customer profiles, AI-driven workflows, omnichannel routing (voice, email, chat, SMS, social), case management, and a visual workflow builder. MotionCX is complemented by a portfolio of AI and analytics modules: MoodAI for sentiment and frustration scoring, an AI Operations Suite covering augmented agent tooling, conversation summarization, intelligent routing, speech transcription, and ML-based workforce forecasting, Digital Canvas for secure remote desktop virtualization, FORMS for QA management, and a Data & Insights layer that supports Microsoft Power BI visualization. The technology stack integrates natively with Microsoft Dynamics, the Microsoft Power Platform, Twilio, and a broad set of messaging channels (WhatsApp, Facebook Messenger, WeChat, Telegram, Kik, GroupMe). API access via REST is documented for custom integrations.

Commercially, ContactUs generates revenue through three streams: managed contact center BPO services (voice, email, chat, SMS, social media support delivered via domestic and nearshore agents), MotionCX CCaaS platform subscriptions, and professional services for CX transformation. Pricing is quote-based and tailored to client requirements rather than publicly listed, and enterprise engagements typically span multi-year contracts. The go-to-market is enterprise-focused and consultative, organized around 11 vertical industries (Automotive, Banking & Finance, CPG/Food & Beverage, Energy & Utilities, Healthcare, Insurance, Media, Retail & E-Commerce, Technology, Telecom, Travel & Hospitality). The company is led by CEO Bob Bryan, President & COO Trevor Friesen, CFO Mark Studer, CRO Mike Bowling, and CIDO Will Souder. No revenue figures, funding rounds, named enterprise customers, or third-party AI benchmarks are publicly disclosed in the available source material.

Name

ContactUS

Legal name

Contact Us Communications, LLC

Website

https://cusc.com

Company type

Private

Founded year

2011

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

ContactUs Communications is a US-based, privately held contact center BPO that delivers omnichannel customer experience services and the proprietary MotionCX CCaaS platform to enterprise clients across 11 vertical industries, supported by domestic, nearshore, and remote workforce operations.

Ownership category

akta.pro rank

Product category

Contact Center Outsourcing / Business Process Outsourcing (BPO) Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

Telephone Communications (No Radiotelephone) (4813), Services-Computer Programming, Data Processing, Etc. (7370), Services-Facilities Support Management Services (8744)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

Keywords

• Contact center outsourcing
• Customer experience management
• CCaaS platform
• Sentiment analysis software
• Nearshore BPO services

Headquarters

HQ city

Hilliard

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

Revenue model

1. Contact Center Outsourcing (BPO): Full-service BPO providing contact center operations including voice, email, chat, SMS, and social media support. Services delivered through domestic US and nearshore locations with both in-office and work-from-home agents.
2. CCaaS Platform (MotionCX): Cloud-based contact center platform subscription providing AI-powered case management, omnichannel routing, CRM integration, and analytics capabilities.
3. Professional Services: Consultative approach providing strategic guidance, technology implementation, training, and ongoing optimization services for CX transformation.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels3 records

Core offering

ContactUs Communications provides managed contact center outsourcing (BPO) services spanning voice, email, chat, SMS, and social media support, delivered through domestic US and nearshore operations plus work-from-home agents. Underpinning these services is a proprietary cloud-based Contact Center as a Service (CCaaS) platform called MotionCX, which unifies customer profiles, omnichannel routing, AI-driven workflows, and case management. The platform is supplemented by proprietary add-ons including MoodAI (sentiment analysis), Digital Canvas (remote desktop virtualization), FORMS (QA management), and an AI Operations suite with chatbots and speech-to-text transcription.

Product overview

ContactUs Communications provides a unified CCaaS platform architecture centered on MotionCX, complemented by specialized AI, analytics, and business solutions modules. MotionCX serves as the core Contact Center as a Service platform offering omnichannel customer experience management, integrated case management, and AI-powered self-service capabilities. The product portfolio includes MoodAI for sentiment analysis, an Artificial Intelligence suite with augmented agent and AI operations capabilities, Data & Insights providing analytics across Employee, Company, and Client platforms, Digital Canvas for remote work virtualization, Smart-Shoring BPO services with nearshore and domestic contact center options, the Ambassador Program for employee onboarding, and FORMS for QA management and customer feedback. These solutions integrate with CRM systems and leverage Microsoft Power BI for reporting while supporting omnichannel communications across platforms including WhatsApp, Twilio, and social media channels.

Differentiator

Problem solved

Functional benefit

Brands

• MotionCX: A fully integrated, cloud-based CCaaS (Contact Center as a Service) platform that empowers service representatives to deliver better, more personalized customer experiences.
• MoodAI
• Digital Canvas
• FORMS
• Ambassador Program

Products and services

• MotionCX Cloud-based Contact Center as a Service (CCaaS) platform that unifies customer profiles, provides omnichannel routing across voice, chat, email, messaging, and social channels, and delivers AI-driven workflows for personalized customer experiences with case management, automated routing, and integrated surveys. Targets enterprise clients seeking self-managed or augmented contact center capabilities.
• MoodAI AI-powered sentiment analysis tool that measures customer sentiment and employee state of mind during interactions by capturing, transcribing, processing, and analyzing communications from email, phone, or SMS to generate sentiment scores, frustration indicators, topic identification, and actionable recommendations. Used by contact center teams to improve service quality and agent performance.
• Digital Canvas Desktop virtualization technology providing seamless, secure access to work environments from any device, anywhere. Enables organizations to implement remote work solutions without sacrificing security, optimizing connectivity and virtual environment health for distributed contact center agents.
• FORMS (QA Management) Customer feedback platform enabling effortless creation and management of personalized assessment forms to evaluate the quality of customer interactions. Includes QA Analysis Forms, Personalized Customer Quizzes, and instant insights for performance improvement. Designed for contact center quality assurance teams.
• Smart-Shoring BPO Services Business process outsourcing (BPO) contact center services with physical centers across nearshore locations (Belize, Dominican Republic, Colombia, Trinidad & Tobago) and U.S. domestic sites (Columbus OH, Grindstone PA) plus work-at-home options across 21 U.S. states. Provides voice, email, chat, SMS, and social media support for enterprise clients.
• Digital CX Services Customer experience service spanning multiple communication channels including Voice, Email, Chat, SMS Messaging, Notifications, and Social Media. Provides channel selection guidance, tool determination, and implementation optimization for enterprise clients.
• Artificial Intelligence Suite Suite of AI services including Augmented Agent (conversation summarization, customer/agent assist chatbots, sentiment analysis, customer self-service) and AI Operations (topic/disposition farming, workforce forecasting, speech transcription, intelligent routing) powered by machine learning and NLU.
• Data & Insights Analytics platform with three customized views: Employee Platform for workspace optimization and presence management, Company Platform for strategic dashboards and KPIs, and Client Platform for experience metrics and customer journey analysis. Includes real-time dashboards, customizable reporting, and CRM integrations.
• CRM Platform Customer relationship management module integrated with MotionCX that unifies customer interactions across all channels with 360-degree customer profiles, contact history, predictive analytics, and integration with existing software and data systems.

Segments11 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability13 records

Feature5 records

Partnerships

Four partnerships are on record, tiered core.

• Microsoft DynamicscoreTechnology or IntegrationNative integration with Microsoft Dynamics CRM platform, enabling unified customer data and workflows within the MotionCX CCaaS platform.
• Microsoft Power PlatformcoreTechnology or IntegrationIntegration with Microsoft Power Platform including Power Apps and Power Automate for workflow automation and custom application development.
• Microsoft Power BIcoreTechnology or IntegrationBusiness intelligence and analytics integration using Microsoft Power BI to generate data visualizations and customer insights from contact center operations.
• TwiliocoreTechnology or IntegrationNative integration with Twilio communications platform for voice, SMS, and messaging capabilities within the MotionCX omnichannel routing solution.

Scale indicators5 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Alorica: Privately held digital CX and BPO company with nearshore operations in Latin America and the Philippines; comparable mid-sized competitor targeting similar enterprise verticals and offering AI-enabled agent solutions.
• Foundever: Major CX/BPO provider (formerly Sitel/Sykes) with significant nearshore presence in the Americas; comparable to ContactUs in service mix, vertical focus, and Americas-centric delivery strategy.
• TaskUs: Public digitally native BPO with strong nearshore presence in the Philippines, India, and the Americas; serves digital-native and enterprise clients across similar verticals (tech, fintech, healthcare) and competes directly on omnichannel agent services.
• Concentrix: Public Fortune 500 customer experience/BPO company serving regulated verticals (banking, healthcare, telecom) with nearshore and offshore delivery; directly overlaps with ContactUs's vertical coverage and omnichannel agent-based model.
• Teleperformance: Largest global CX/BPO operator with omnichannel contact center services across 80+ countries; directly comparable to ContactUs's managed BPO Smart-Shoring model, but at significantly greater scale and global footprint.
• TTEC (ttec): Customer experience technology and services company combining TTEC Digital (CCaaS consulting) with TTEC Engage (managed BPO); directly competes with both halves of ContactUs's MotionCX + BPO offering.

Broad incumbents

• NICE CXone: Enterprise CX suite combining CCaaS, workforce engagement, analytics, and AI; comparable to MotionCX plus FORMS QA, with the financial scale and R&D budget to outpace a mid-market platform like ContactUs.
• Genesys: Enterprise CCaaS platform leader with AI-powered orchestration, workforce engagement, and cloud contact center suite; comparable to the MotionCX platform portion of ContactUs but at vastly larger scale and broader feature depth.
• Five9: Public cloud CCaaS vendor with strong AI/GenAI roadmap and large enterprise install base; competes with MotionCX for self-managed CCaaS opportunities and indirectly with ContactUs BPO via partner-led services.

Emerging players

• Helpware: Mid-market BPO/contact center provider with nearshore delivery across Eastern Europe and LATAM plus US operations; smaller than ContactUs but similar operating model targeting tech, SaaS, and digital-first clients.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/contactusinc
• Facebookfacebook.com/contactuscommunications
• LinkedInlinkedin.com/company/contactus-communications

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 ContactUS