What Simetrix Solutions does

Simetrix Solutions is a private Business Process Outsourcing provider specializing in outsourced customer operations, technical support, and back-office functions for mid-to-large enterprises. The company positions itself around an operator-led delivery model in which assigned operators hold direct program ownership rather than serving as escalation points, supported by a proprietary real-time visibility platform branded as Live XLA (Experience Level Agreement). Named verticals served include telecommunications, fintech and banking, SaaS, healthcare, automotive roadside, insurance, gaming, and ecommerce retail, with a stated emphasis on regulated industries requiring HIPAA, TCPA, and KYC compliance handling.

The core technology is a real-time quality monitoring and analytics platform that analyzes 100% of scoped customer interactions rather than the 3-5% sampling typical of traditional BPO vendors. The XLA Dashboard produces a composite score weighted across CSAT (25%), FCR (20%), Sentiment (20%), NPS (15%), Resolution Quality (10%), and CES (10%), and the simetrix.app portal exposes live program, agent, and queue metrics to clients. AI-Powered Insights layer NLP, anomaly detection, and predictive analytics on top of the interaction stream to surface revenue attach opportunities, save-recovery coaching recommendations, and compliance alerts. The platform is deployed across 13 countries with 20+ language coverage and a stated 10-business-day SOW-to-live timeline.

Commercially, Simetrix operates a direct enterprise field-sales motion with no channel partners, sells multi-year custom engagements with pricing not publicly disclosed, and uses a 30-minute CX Operations Review with a 48-hour written gap summary as a structured diagnostic for prospects evaluating BPO replacement. The company is ISO 9001 and ISO 27001 certified, is led by CEO Gerti Haxhiu, and was founded in 2010 with a headcount in the 501-1000 range and operations centered in Fair Lawn, New Jersey.

Name

Simetrix Solutions

Legal name

Simetrix Solutions

Website

https://simetrix-solutions.com

Company type

Private

Founded year

2010

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Simetrix Solutions is a private BPO provider offering outsourced customer operations, technical support, and back-office services with a proprietary real-time XLA platform that scores 100% of customer interactions. It serves mid-to-large enterprises across telecom, fintech, SaaS, healthcare, and other verticals globally.

Ownership category

akta.pro rank

Product category

Customer Experience Outsourcing

NAICS

Telephone Call Centers (56142), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

Services-Management Services (8741), Services-Engineering, Accounting, Research, Management (8700)

akta.pro primary industry

Digital Experience Monitoring & Management (DEX/DEM, AIOps for EUC) (BPAEAIAF)

akta.pro secondary industries

Financial Planning & Analysis Support (Budgeting, Forecasting, Management Reporting) (BPAAAGAJ), Digital Employee Experience (DEX) & IT Experience Management (ITXM) Platforms (HDAEALAL)

Keywords

• Customer experience outsourcing
• BPO services
• Contact center outsourcing
• Technical support outsourcing
• Back-office support services

Headquarters

HQ city

Fair Lawn

HQ country

United States

HQ region

North America

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO Customer Operations: Outsourced customer support, technical support, and back-office operations services. The company charges for operational delivery of customer service functions with real-time quality monitoring included.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels3 records

Core offering

Simetrix Solutions is a Business Process Outsourcing (BPO) provider delivering outsourced customer support, technical support, and back-office operations with operator-led management. Its core differentiator is a proprietary real-time quality monitoring platform that analyzes 100% of customer interactions (rather than the industry-standard 3-5% sample), delivering live Experience Level Agreement (XLA) scoring across CSAT, FCR, Sentiment, NPS, Resolution Quality, and CES metrics via its simetrix.app dashboard.

Product overview

Simetrix Solutions offers an outsourced customer operations platform combining operator-led management with real-time AI-powered visibility. The core platform analyzes 100% of customer interactions in real time, delivering live XLA (Experience Level Agreement) scoring across CSAT, FCR, sentiment, NPS, resolution quality, and CES metrics. The product suite includes the simetrix.app real-time visibility portal, the XLA Dashboard for composite scoring, AI-Powered Insights for revenue and coaching recommendations, and full-service customer support/technical support/back-office operations. The company differentiates through complete interaction analysis (vs. 3-5% sampling) and same-day dashboards delivered to clients on day one.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Support Operations

Quantifiable outcome

• 93rd percentile industry ranking for Live XLA score (vs 85.0 target, achieving 85.9)
• +4 more outcomes

Named customers1 record

Segments5 records

Ideal customer profiles1 record

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability5 records

Feature4 records

Scale indicators7 records

Recent moves6 records

Expansion highlights5 records

Emerging players

• Cresta: Generative AI platform for contact centers providing real-time agent coaching, quality scoring, and conversation analytics. Comparable technology peer for the AI capabilities underlying Simetrix's real-time XLA scoring.
• Observe.AI: AI contact center platform that scores 100% of customer interactions for quality, sentiment, and agent performance. Direct technology peer to Simetrix's Live XLA platform, focused on selling into contact centers (including BPOs) rather than running delivery itself.
• SupportLogic: CX analytics platform using NLP to surface churn intent, sentiment, and case health signals across support interactions. Comparable technology peer for the churn-intent and experience-level scoring that Simetrix markets within its XLA composite.

Direct peers

• TaskUs: Tech-enabled BPO specializing in customer support, content moderation, and back-office services. Highly comparable to Simetrix as a digitally-forward outsourced customer operations provider targeting enterprise clients with AI-augmented delivery.
• Foundever: Customer experience BPO formed from Sitel and IBEX, serving telecom, fintech, healthcare and consumer brands. Direct competitor in outsourced customer support and back-office operations with similar scale.
• Startek: Global customer experience BPO with delivery across the Americas, Philippines, India, and South Africa. Comparable as an enterprise customer support outsourcer targeting telecom, financial services, and consumer verticals.

Broad incumbents

• Teleperformance: Largest publicly listed customer experience BPO with multilingual omnichannel delivery worldwide. Competes head-to-head for enterprise customer support programs in the same regulated verticals Simetrix serves.
• Concentrix: Global Fortune 500 customer experience BPO with thousands of enterprise programs across telecom, fintech, healthcare, and SaaS. Direct competitor for the same enterprise CX outsourcing RFPs Simetrix targets, but at much larger scale.
• TTEC Holdings: Global CX technology and BPO provider pairing digital CX software with outsourced customer service operations. Closely comparable business model combining proprietary technology (TTEC Digital) with delivery services.
• Telus International: Diversified digital customer experience and BPO provider with enterprise clients across tech, games, communications, and fintech. Direct enterprise competitor for outsourced customer support programs with comparable global delivery footprint.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

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 Simetrix Solutions