COPC
- Company typePrivate
- Founded1996
- HeadquartersWinter Park, United States
- Headcount101–250
- GTM typeB2B
- OfferingServices
COPC firmographics
Firmographics- Name
- COPC
- Legal name
- COPC Inc.
- Website
- https://copc.com
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Ownership category
- akta.pro rank
COPC industry classification
Industry- Product category
- Customer Experience Consulting
- NAICS
- Management Consulting Services (54161), Management, Scientific, and Technical Consulting Services (5416), Professional and Management Development Training (611430)
- SIC
- Services-Management Consulting Services (8742), Services-Management Services (8741), Services-Educational Services (8200)
- akta.pro primary industry
- Customer Experience (CX) & Digital Experience (BPAHAEAC)
- akta.pro secondary industries
- Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ), Service Operations & Customer Experience Operations (Queueing, SLA, COPC) (EDABAKAL), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)
Keywords
Where COPC is headquartered
LocationHeadquarters
- HQ city
- Winter Park
- HQ country
- United States
- HQ region
- North America
Offices3 records
Markets served
COPC business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Marketing or Sales, Operations, Technology or R&D, Infrastructure
Revenue model
- CX Consulting Services: COPC Inc. provides consulting engagements to assess, transform, and enable CX operations. engagements include on-site assessments, benchmarking, and implementation support for CX programs.
- Training and Certification: COPC Inc. generates revenue through public and private training classes, on-demand courses, and individual certification exams. Training programs are based on the COPC CX Standard and deliver operational excellence for CX professionals. Cancellation policy applies: full refund if cancelled 60+ days prior; 5% transfer fee if 30-60 days; 25% transfer fee if under 30 days.
- Corporate Certification: Organizations undergo the COPC certification process to earn industry-leading recognition. Certification involves baseline assessment, gap resolution, performance improvement, and validation phases.
- Research and Benchmarking: COPC Inc. provides premium benchmarking dashboards and research reports delivering timely insights about issues, strategies, and trends affecting contact centers and customer experience operations.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Multi-year contract | Foundations in AI for CX - 16 Hours |
| Subscription | Multi-year contract | Customer Experience Operations - 40 Hours |
| Subscription | Multi-year contract | Managing Outsourced Service Operations - 35 Hours |
| Subscription | Multi-year contract | High-Performance Management Techniques - 24 Hours |
| Subscription | Multi-year contract | Workforce Management - 20 Hours |
| Subscription | Multi-year contract | Service Journey Thinking - 15 Hours |
| Subscription | Multi-year contract | Quality Management - 14 Hours |
| Subscription | Multi-year contract | Data Analysis for Contact Centers - 9 Hours |
| Subscription | Multi-year contract | Lean Six Sigma Yellow Belt - 27 Hours |
| Subscription | Multi-year contract | Lean Six Sigma Green Belt - 45 Hours |
| Subscription | Annual | On-Demand Classes |
| Subscription | Multi-year contract | Private/Enterprise Training |
Go-to-market motion3 records
Distribution channels6 records
Marketing channels8 records
COPC product offering
Product offeringCore offering
COPC Inc. provides customer experience (CX) and contact center consulting, training, certification, benchmarking, and research services built around the proprietary COPC CX Standard—a performance management system for CX operations covering leadership, planning, processes, people, and performance across live agents, chatbots, and self-service channels. The firm sells multi-day training courses, individual certifications, enterprise certification engagements, and premium benchmarking dashboards to organizations operating contact centers and customer experience operations worldwide.
Product overview
COPC Inc. offers a comprehensive portfolio centered on the COPC CX Standard—a performance management system covering customer service providers, contact centers, and vendor management organizations. The core offering includes consulting services for CX transformation and certification against the standard. Supporting the standard are training programs delivered in-person, virtually, and on-demand, covering topics such as AI for CX, workforce management, quality management, service journey thinking, and Lean Six Sigma methodologies. Additional offerings include premium benchmarking dashboards, research reports, the Clearly CX community platform, and the Approved Technology Provider program. The portfolio does not function as a unified software platform but rather as a combination of standards, methodologies, professional services, and training programs.
Differentiator
Problem solved
Functional benefit
Products and services
- COPC CX Standard
- COPC CX Standard for Customer Service Providers
- COPC CX Standard for Vendor Management Organizations
- CX and Contact Center Consulting Services
- CX Technology Consulting
- Vendor Management Consulting
- COPC Corporate Certification Program
- Customer Experience Operations Training
- High-Performance Management Techniques (HPMT) Training
- Foundations in AI for CX Training
- Lean Six Sigma for Contact Centers Green Belt Training
- Lean Six Sigma for Contact Centers Yellow Belt Training
- Workforce Management Training
- Service Journey Thinking Training
- Quality Management Training
- Managing Outsourced Service Operations Training
- Data Analysis for Contact Centers Training
- Premium Benchmarking Dashboards
- COPC CX Standard Release 8.0
Quantifiable outcome
- Clients typically achieve 2x to 5x ROI within the first year of working with COPC Inc.
- +3 more outcomes
Companies that use COPC
Customer profileNamed customers52 records
Segments8 records
Ideal customer profiles3 records
COPC technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature5 records
COPC partnerships and signals
Strategic signalPartnerships
Six partnerships are on record, tiered core and minor.
- StableLogiccoreCOPC Inc. announced a new partnership with StableLogic, a leading European CX technology consulting firm, to extend COPC's CX and contact center operations expertise into the European market with a focus on technology consulting.
- Contact Centre Management Group (CCMG)coreCOPC Inc. partnered with the Contact Centre Management Group (CCMG) for the development of South Africa's contact center industry, announced September 2022.
- Approved Technology Provider (ATP) Program EcosystemcoreCOPC Inc. launched the ATP Program, recognizing technology solutions that help enterprises implement COPC CX Standard best practices. Technology providers are evaluated and certified at Platinum, Gold, and Silver tiers. Current Platinum ATP partners include Quiq (messaging platform), Livepro (knowledge management), and AmplifAI (AI-powered coaching and performance).
- Quest Learning (Malaysia)minorCOPC Inc. partnered with Quest Learning in Malaysia to offer CX management training to Malaysian enterprises, with HRDF (Human Resources Development Fund) support providing discounts for eligible companies.
- Execs In The KnowcoreCOPC Inc. partnered with Execs In The Know, a global network of customer management professionals, to co-produce the annual CXMB (Customer Experience Management Benchmark) series. The collaboration included joint consumer and corporate surveys on multichannel customer experience, with consumer reports released in fall and corporate reports released in spring. COPC Inc. also sponsored Execs In The Know events and the Customer Response Summit in Phoenix, February 2016.
- Execs In The Know (Events)coreCOPC Inc. sponsored the Customer Response Summit in Phoenix (February 23-25, 2016) organized by Execs In The Know, where corporate CXMB survey results were released. COPC co-presented findings at the event.
Scale indicators4 records
Recent moves7 records
Expansion highlights5 records
COPC competitors and assessment
Company assessmentDirect peers
- SQM Group: SQM Group is a CX benchmarking and consulting firm focused on call center first-call resolution and customer satisfaction, overlapping directly with COPC's CX benchmarking dashboards and consulting practice.
- ICMI (International Customer Management Institute): ICMI is the closest direct peer, offering CX/contact center training, certification and a member community for customer management professionals, competing head-to-head with COPC's training and certification portfolio.
Broad incumbents
- Accenture (Customer Experience practice): Accenture is a global consultancy with a large CX and contact center transformation practice, competing with COPC on enterprise CX transformation mandates while offering broader technology implementation services.
- Forrester Research: Forrester is a large global research and advisory firm with a deep CX practice (research, consulting, certification-style services), serving many of the same enterprise buyers as COPC though across a much broader portfolio.
- Bain & Company (Customer Strategy & Marketing practice): Bain's CX practice works with large enterprises on customer experience and Net Promoter System engagements, addressing similar buyer personas as COPC's consulting and certification work.
- McKinsey & Company (Customer Experience practice): McKinsey's CX and service operations practice competes with COPC for large enterprise transformation mandates, offering consulting at much larger scale and broader scope.
- Gartner: Gartner provides CX advisory, research and consulting to CIO/CCXO buyers and overlaps with COPC's enterprise customer base, though its scope spans all of IT rather than specializing in contact center operations.
Emerging players
- Customer Contact Week (CCW): CCW produces events, research and a community for contact center leaders, overlapping with COPC's Clearly CX community, research and webinar channels but without COPC's proprietary standards framework.
Others
- CXPA (Customer Experience Professionals Association): CXPA is a professional association offering CX training and the CCXP certification, adjacent to COPC's training and certification business but operating as an association rather than a commercial consultancy.
Regional players
- EEC Group (European Customer Consultancy): EEC Group is a European CX consultancy focused on operational transformation, partly overlapping with COPC's EMEA practice but anchored to regional European buyers rather than global accounts.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks5 records
Key highlights7 records
Customer concentration
COPC social profiles
Digital presenceCOPC financial estimates
Financial estimateRevenue estimate
Valuation estimate
COPC leadership team
Management profileNumber of profiles
Profiles12 records
COPC subsidiaries and ownership
Company hierarchySubsidiaries5 records
COPC funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
COPC M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about COPC
What does COPC do?
COPC Inc. provides customer experience (CX) and contact center consulting, training, certification, benchmarking, and research services built around the proprietary COPC CX Standard—a performance management system for CX operations covering leadership, planning, processes, people, and performance across live agents, chatbots, and self-service channels. The firm sells multi-day training courses, individual certifications, enterprise certification engagements, and premium benchmarking dashboards to organizations operating contact centers and customer experience operations worldwide.
Is COPC a public or private company?
COPC is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was COPC founded?
COPC was founded in 1996. It employs 101 to 250 people.
Where is COPC based?
COPC is headquartered in Winter Park, United States, in the North America region.
How does COPC make money?
Four revenue lines are on record. CX Consulting Services are the primary driver. The others are training and Certification, corporate Certification and research and Benchmarking.
Who are COPC's main competitors?
Direct peers on record are SQM Group and ICMI (International Customer Management Institute). Broad incumbents are Accenture (Customer Experience practice), Forrester Research, Bain & Company (Customer Strategy & Marketing practice), McKinsey & Company (Customer Experience practice) and Gartner. Customer Contact Week (CCW) is listed as an emerging player. CXPA (Customer Experience Professionals Association) is listed as an others. EEC Group (European Customer Consultancy) is listed as a regional player.
Does COPC have an API?
No public API is recorded for COPC.
What industry is COPC in?
COPC's product category is Customer Experience Consulting. Its primary akta.pro industry code is BPAHAEAC, Customer Experience (CX) & Digital Experience, with a secondary code of BPAAAAAJ, Customer Experience (CX) Quality, Training & Workforce Management (WFM). Its NAICS code is 54161 and its SIC code is 8742.