ROI CX Solutions

What ROI CX Solutions does

ROI CX Solutions is a privately held business process outsourcing (BPO) firm founded in 2008 and headquartered in American Fork, Utah, specializing in omnichannel customer experience and contact center services delivered through a global delivery network spanning 8 countries and roughly 5,500 employees. The company offers inbound and outbound voice support, SMS, live chat, email, video chat, and back-office BPO across 17 verticals including healthcare, banking and financial services, insurance, eCommerce, retail, utilities, government, legal, technology, hospitality, property management, real estate, automotive, education, and media and communications, with 21+ language support and 24/7/365 coverage delivered through onshore US sites, nearshore Latin American sites, and offshore Philippines, Tunisia, and South Africa operations.

The technology stack layers AI features (Agent Assist, Real-Time Speech Analytics, Generative AI, AI Automated Quality Assurance, VOC Insights, AI Agent Coaching, and AI-Assisted Training) on top of third-party Contact Center as a Service (CCaaS) platforms from Genesys and Five9, governed by a Human-in-the-Loop (HITL) service model in which trained agents review and quality-control AI-assisted workflows. Compliance posture includes SOC 2 Type II, HIPAA/HITRUST, PCI DSS, and ISO 27001 certifications, enabling work with regulated buyers. The company also offers AI as a Service (AIaaS), AI Implementation, and AI Data Annotation Outsourcing, positioning adjacent to AI services beyond pure labor BPO.

ROI CX Solutions sells primarily through enterprise direct sales with quote-based, customized pricing on multi-year contracts, targeting both small businesses requiring as few as five agents and global enterprises requiring thousands. The firm does not disclose revenue, has no known institutional investors or parent company, and is classified as founder/management-owned. Growth has historically been organic, supplemented by acquisitions, with the most recent disclosed transaction being the September 2024 acquisition of Active Telesource and prior Inc. 5000 recognition in 2022.

Name

ROI CX Solutions

Legal name

ROI CX Solutions

Website

https://roicallcentersolutions.com

Company type

Private

Founded year

2008

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

ROI CX Solutions is a privately held BPO and omnichannel contact center firm that delivers AI-augmented customer experience, voice, chat, SMS, and back-office support across 17 verticals from a global delivery network spanning 8 countries, serving both SMBs and large enterprises on multi-year contracts.

Ownership category

akta.pro rank

Product category

Contact Center and BPO Outsourcing Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Custom Computer Programming Services (541511)

SIC

Services-Telephone Interconnect Systems (7385), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

Keywords

• Call center outsourcing
• Business process outsourcing
• Omnichannel customer support
• AI contact center solutions
• Inbound outbound support

Headquarters

HQ city

American Fork

HQ country

United States

HQ region

North America

Offices14 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO and Call Center Outsourcing Services: Full suite of BPO services including call center outsourcing, customer experience management, omnichannel support, and back-office support. Revenue generated through service fees for contact center solutions serving enterprises and SMBs globally

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels4 records

Core offering

ROI CX Solutions provides omnichannel customer experience and call center outsourcing services, delivering inbound, outbound, voice, email, chat, SMS, and back-office support through its own global contact center operations. Service delivery combines AI-powered tools (agent assist, real-time speech analytics, generative AI, automated QA, VOC insights) with a human-in-the-loop operating model where trained agents oversee AI outputs and handle complex or escalated interactions.

Product overview

ROI CX Solutions is a business process outsourcing (BPO) company offering a unified platform combining AI-powered customer experience solutions with human-in-the-loop service delivery. The core offering centers on AI & Technology Services including Agent Assist, Real-Time Speech Analytics, AI Automated Quality Assurance, VOC Insights, Generative AI, and AI Agent Coaching, which work together with the omnichannel Contact Center as a Service (CCaaS) platform to provide intelligent call routing, workforce optimization, and comprehensive analytics. The portfolio includes specialized services like AI Implementation, AI as a Service (AIaaS), Human in the Loop (HITL), and AI Data Annotation for organizations needing AI augmentation without in-house expertise. Channel-specific services span SMS Text Messaging, Live Chat Support, and traditional Inbound/Outbound Contact Center Solutions, all powered by a Contact Center Workforce Optimization (WFO) platform. The company also provides BPO services including Staff/Seat Leasing, Lead Qualification, and Customer Experience Management (CXM) for end-to-end outsourcing needs.

Differentiator

Problem solved

Functional benefit

Products and services

• AI & Technology Services Comprehensive suite of AI-powered customer experience solutions including chatbots, predictive analytics, intelligent call routing, and real-time speech analytics for contact centers. Sold to businesses seeking to augment customer experience operations with AI tooling.
• Omnichannel Customer Support Integrated customer service across voice, email, live chat, SMS, and social media with unified customer context and seamless channel transitions. Designed for enterprises and SMBs needing consistent CX across digital and traditional channels.
• Contact Center as a Service (CCaaS) Cloud-based contact center platform providing flexible, scalable customer experience infrastructure with integrated AI capabilities and workforce management tools. Targeted at organizations adopting cloud contact center operations.
• Contact Center Workforce Optimization (WFO) Workforce optimization platform combining forecasting, scheduling, performance management, and quality assurance tools to maximize agent productivity and service levels. Used by contact center leaders to plan and manage staffing.
• Virtual Contact Center Solutions Cloud-based virtual contact center infrastructure enabling remote agent deployment with full omnichannel capabilities, workforce management, and AI integration. Designed for distributed and remote agent workforces.
• Call Center Outsourcing Full-service call center outsourcing including inbound and outbound services, lead generation, telemarketing, surveys, and cross-selling/upselling campaigns. Core outsourced support offering for clients across SMB and enterprise segments.
• BPO & Business Support Services Business process outsourcing services including back office support, revenue cycle management, workforce management, and management consulting. Used by clients seeking to outsource non-core operational processes.
• Customer Experience Management (CXM) Comprehensive customer experience management outsourcing focusing on satisfaction, retention, and loyalty through multi-channel support and analytics. Targeted at organizations seeking end-to-end CX program ownership.
• Inbound Contact Center Solutions Inbound call handling services managing high volumes with trained agents for customer service, technical support, and inquiry handling. Designed for clients with significant inbound call demand.
• Lead Qualification Services Outbound lead generation and qualification services to identify, score, and qualify potential customers for sales teams. Used by B2B and B2C sales organizations to supplement pipeline generation.
• Staff / Seat Leasing Employee outsourcing and seat leasing services providing scalable staffing solutions with trained agents for call center and business support functions. Used by clients needing flexible staffing capacity.
• SMS Text Messaging Support Enterprise-grade two-way SMS customer support enabling secure, compliant, agent-assisted messaging integrated with voice, email, and CRM systems for omnichannel experience. Suitable for regulated industries needing compliant text communications.
• Live Chat Support Real-time web chat services including text, video, and chatbot capabilities with 24/7 monitoring and live agent management for customer support. Targeted at eCommerce, SaaS, and service businesses with digital customers.
• AI as a Service (AIaaS) Managed AI services providing businesses access to AI-powered customer experience tools without requiring in-house AI expertise, including implementation and ongoing optimization. Used by organizations lacking internal AI resources.
• AI Data Annotation Outsourcing Professional data annotation services for training AI models, including labeling, classification, and quality verification of datasets for machine learning applications. Targeted at AI development teams needing human-labeled training data.
• AI Implementation Services Professional services for integrating AI-driven automation, predictive analytics, and customer support tools into existing contact center operations with minimal disruption. Targeted at operations leaders adopting AI in-house.
• Human in the Loop (HITL) Services Service model combining automation with human oversight where AI handles routine tasks while trained agents review, QA, and manage complex or escalated interactions. Targeted at clients who want AI speed without sacrificing quality or empathy.

Quantifiable outcome

• Higher customer satisfaction scores reported by existing clients
• +2 more outcomes

Named customers1 record

Segments17 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability8 records

Feature20 records

Partnerships

Two partnerships are on record, tiered core.

• GenesyscoreTechnology or IntegrationIntegration partnership for omnichannel contact center platform enabling intelligent call routing and customer experience management across voice and digital channels
• Five9coreTechnology or IntegrationIntegration partnership for cloud contact center solutions providing CCaaS (Contact Center as a Service) capabilities with AI-powered customer interactions

Scale indicators6 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• TaskUs: Mid-size digital-focused BPO providing omnichannel customer support, content moderation, and AI-related services (data annotation, trust & safety) to enterprise clients. Directly comparable in scale, vertical mix, and AI-augmented service positioning to ROI CX.
• IBEX: Omnichannel contact center and BPO with global delivery centers in the US, Philippines, Jamaica, Nicaragua and Pakistan. Comparable mid-market scale, multi-shore footprint, and CX outsourcing focus targeting similar enterprise verticals.
• Startek: Global customer experience BPO with delivery across the Americas, Asia and Africa serving similar verticals (telecom, financial services, healthcare, eCommerce). Similar size, multi-shore model, and CX/AI investment thesis.
• Alorica: Privately held global CX outsourcing provider with multi-country delivery and a stated digital/AI transformation agenda. Closely matches ROI CX's omnichannel, AI-assisted, multi-vertical enterprise focus at comparable scale.

Broad incumbents

• Teleperformance: World's largest contact center outsourcer with hundreds of thousands of employees globally. Competes directly with ROI CX in omnichannel CX and AI-driven customer operations but at vastly greater scale and broader geographic reach.
• Concentrix: Global CX and BPO giant with a full technology stack (including its own CX platform) serving many of the same verticals as ROI CX. Competes for the same enterprise outsourcing RFPs but offers a much broader portfolio including digital transformation and analytics.
• Foundever (formerly Sitel/Sykes): Large global CX and digital BPO resulting from the merger of Sitel and SYKES, now owned by Group Acticall. Competes directly with ROI CX across customer care, technical support, and AI-augmented CX, with materially greater scale and geographic footprint.
• TTEC (TeleTech): Global CX technology and services company combining its own CX platform (Genesys, Amazon Connect partnerships) with onshore/offshore agent services. Directly competes for enterprise CX outsourcing deals in the same verticals as ROI CX.

Others

• TELUS International (now TELUS Digital):

Emerging players

• Liveops: US-headquartered virtual (work-from-home) contact center platform serving insurance, healthcare, retail and fintech. Comparable focus on flexible, scalable customer support and AI-assisted agent tooling, but with a domestic-only delivery model and smaller scale.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat7 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/365ROI
• Facebookfacebook.com/ROICallCenterSolutions
• LinkedInlinkedin.com/company/roi-call-center-solutions

Compliance4 records

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&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about ROI CX Solutions