FCR

What FCR does

FCR (First Call Resolution), founded in 2005 in Roseburg, Oregon, was a domestic U.S.-based contact center and business process outsourcing provider focused on serving digitally native, startup, and hypergrowth companies with customer support, back-office, technology support, managed services, revenue generation, and trust and safety operations. In 2019, FCR was acquired by TTEC, a global customer experience technology and services company, and in 2024-2025 was relaunched as TTEC Agility, an independent brand within TTEC Engage.

TTEC Agility delivers customer experience through a combination of human talent and AI-enabled technology, drawing on a portfolio of inherited TTEC platforms including TTEC ADDI (AI-powered automation and decision support), TTEC Clarity (contact center analytics), TTEC Perform (performance management), TTEC RealSkill (workforce skill matching), TTEC Insights (analytics), TTEC Intelligent Fraud Automation, and Conversational Clarity. These platforms sit alongside service lines such as AI-Enhanced Services, Customer Care Outsourcing, Back Office, Remote CX, Managed Services, Technology Support, Revenue Generation, and Trust and Safety, plus an integrated ecosystem partnership with Zendesk for client platform interoperability.

The business model is B2B professional services outsourcing sold through direct enterprise sales targeting digitally native and hypergrowth firms. Pricing is quote-based and not publicly disclosed. Geographic delivery leverages TTEC's existing multi-region footprint (Global, EMEA, APAC, Canada) while retaining FCR's U.S. operational base and cultural positioning as agile and founder-friendly. Revenue is not separately disclosed at the FCR/TTEC Agility sub-brand level, as the unit reports within the consolidated, publicly traded parent TTEC.

Name

FCR

Legal name

TTEC

Website

https://gofcr.com

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

FCR (First Call Resolution), now rebranded as TTEC Agility, is a domestic contact center and business process outsourcing provider acquired by TTEC in 2019. It delivers AI-enhanced customer experience services including customer care, back office, trust and safety, and revenue generation for digitally native, startup, and hypergrowth firms.

Ownership category

akta.pro rank

Product category

Customer Experience Outsourcing

NAICS

Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Programming Services (7371)

akta.pro primary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

akta.pro secondary industries

Digital Process Automation (DPA) & Orchestration Suites (HDAEAHAF), Digital Experience Monitoring & Management (DEX/DEM, AIOps for EUC) (BPAEAIAF)

Keywords

• Customer experience outsourcing
• Contact center services
• Business process outsourcing
• Digital customer support
• CX managed services

Headquarters

HQ city

Roseburg

HQ country

United States

HQ region

North America

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. CX Outsourcing Services: Provides digitally enabled talent and contact center services including customer care, back office support, managed services, and technology support. Revenue generated through service contracts with enterprise clients seeking CX transformation.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

FCR (now operating as TTEC Agility) provides contact center, customer experience (CX), and business process outsourcing solutions for digitally native companies and hypergrowth firms. The company blends human talent with proprietary AI-enabled technology platforms to deliver scalable, modular CX and back-office services across customer care, revenue generation, trust & safety, and technology support.

Product overview

FCR (First Call Resolution), now rebranded as TTEC Agility, operates as a customer experience (CX) management services company offering a platform-plus-services model. The core offering combines AI-enabled technology platforms including TTEC ADDI, TTEC Clarity, TTEC Perform, TTEC RealSkill, TTEC Insights, TTEC Let Me Know, TTEC Intelligent Fraud Automation, and Conversational Clarity with human talent services. These platforms are delivered alongside professional services including AI-Enhanced Services, Back Office Support, Customer Care Outsourcing, Managed Services, Remote CX, Revenue Generation, Technology Support, and Trust & Safety. The integrated solution targets digitally native companies and hypergrowth firms seeking to optimize customer experience with speed and precision. TTEC Agility functions as an independent brand within TTEC Engage, leveraging strategic partnerships with ecosystem providers like Zendesk to deliver scalable CX outcomes.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Care Outsourcing End-to-end customer care contact center services delivered via omnichannel voice, chat, email, and social support for digitally native and growth-stage companies.
• Back Office Support Services Outsourced back-office processing and operational support delivered alongside front-office CX engagements.
• Revenue Generation Services Sales and revenue-generation support, including inside sales, lead qualification, and customer retention motions executed by agents.
• Trust & Safety Services Content moderation, fraud review, and trust & safety operations for digital platforms and online marketplaces.
• Technology Support Services Tiered technical and product support services for technology companies' end users, including troubleshooting and case resolution.
• Remote CX Services Remote-work customer experience delivery model, enabling distributed agent teams to serve clients without centralized contact center facilities.
• AI-Enhanced CX Services CX delivery augmented by artificial intelligence tooling such as chatbots, agent assist, and workflow automation, blending human agents with AI capabilities.
• Managed CX Services Fully managed, end-to-end CX program outsourcing where FCR/TTEC Agility assumes operational responsibility for client customer experience functions.
• TTEC ADDI Proprietary AI-based platform listed among TTEC Agility's technology offerings for CX operations.
• TTEC Clarity Proprietary technology platform listed among TTEC Agility's technology offerings.
• TTEC Perform Proprietary performance / workforce technology platform listed among TTEC Agility's technology offerings.
• TTEC RealSkill

Segments2 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature1 record

Partnerships

One partnership is on record.

• ZendeskcoreTechnology or IntegrationTTEC Agility maintains an ecosystem of strategically aligned partners including Zendesk, providing clients with integrated CX solutions and platform interoperability to propel clients towards impactful, scalable, and sustainable CX outcomes.

Scale indicators2 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Foundever (formerly Sitel Group): Large global CX outsourcing and contact center operator serving digital and tech-forward brands. Direct overlap in outsourced customer care, trust & safety, and digital-first CX delivery for digitally native clients.
• Alorica: Privately held global BPO and CX provider with strong presence in digital customer experience, tech support, and back-office services. Highly comparable on outsourced CX delivery for tech and digitally native clients.
• Concentrix: Major global CX/BPO and customer lifecycle services provider with deep technology and AI capabilities. Competes for the same digitally native and enterprise CX outsourcing RFPs as TTEC Agility at much larger scale.
• Teleperformance: World's largest customer experience management and digital BPO company with global delivery across 90+ countries. Closest large-cap peer in outsourced contact center, CX consulting, and AI-augmented support services for digital and enterprise clients.
• TTEC Holdings: Public parent company of TTEC Agility and one of the largest global CX/BPO operators. Direct operator of the same business at scale, making it the most structurally comparable reference point for revenue model, technology stack, and end markets, while being much broader in scope.

Others

• Zendesk: CX software platform vendor and named strategic partner to TTEC Agility. Adjacent rather than competing, since Zendesk sells the software stack while TTEC Agility delivers the outsourced service on top of it.

Direct peers

• SupportNinja: Outsourced customer support and back-office services firm focused on tech and SaaS companies. Direct peer in providing AI-augmented and human-powered CX for digitally native firms.
• ModSquad: Digital-first CX, content moderation, and community management outsourcing firm that specifically serves digital, social, and tech brands. Closest peer in terms of digitally native focus and modular outsourced CX delivery.
• PartnerHero: CX outsourcing and customer support specialist built specifically for high-growth tech and digitally native companies. Direct overlap in target customer (startups/hypergrowth) and outsourced support delivery model.

Emerging players

• Arise (a Concentrix Company): Work-from-home and gig-based customer contact center platform serving digital-first brands. Comparable on distributed remote CX delivery and tech-enabled outsourcing, with a more network-driven model.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks1 record

Key highlights6 records

Customer concentration

• Xx.com/1callres
• Facebookfacebook.com/gofcr
• LinkedInlinkedin.com/company/first-call-resolution-llc

Revenue estimate

Valuation estimate

Number of profiles

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 FCR