ESMT

What ESMT does

ESMT is a privately held IT and consulting firm, founded in 2010, that specializes in cloud contact center and customer experience solutions for mid-to-large enterprise customers, with a particular emphasis on financial services and insurance. The company operates as a specialist partner for Genesys, reselling, implementing, and supporting Genesys Cloud CX and Genesys Engage across Latin America and the United States, and delivers a portfolio of AI-augmented modules on top of that platform — including Agent Copilot, Empathy Detection, Predictive Routing, Journey Flows, and next-generation virtual agents — alongside deeper integrations such as Salesforce + Genesys. ESMT's service offering layers Professional Services (consulting, strategy, migration from legacy systems), Software Development & Integrations, Training, and ongoing Technical Support (managed services, 24/7 operational support) on top of recurring Genesys platform licensing.

ESMT generates revenue through a mix of Genesys license resale (recurring subscription economics), professional services engagements (consulting, implementation, migration, custom development), and managed support contracts, with pricing handled via custom quotes on a deal-by-deal basis rather than published rate cards. Go-to-market is primarily direct enterprise field sales augmented by digital demand generation through the CXBlog, LinkedIn, Instagram, Facebook, YouTube, and structured demo-request CTAs. The company maintains regional headquarters in Miami and Mexico City and additional offices in Colombia, Venezuela, Chile, Brazil, and Guatemala, supported by local legal entities (ESMT Consulting S.A.S in Colombia, ESMT BRASIL CONSULTING LTDA in Brazil).

The company's stated positioning — comprehensive advisory from strategy conceptualization through 24/7 operational support, team-based delivery rather than single-consultant engagement, and absorption of costs to guarantee client ROI — points to a relationship-oriented, services-led motion rather than a product-led SaaS model. ESMT's competitive narrative is built on Genesys partnership depth, multilingual on-the-ground delivery across LatAm, and 500+ completed projects across the Americas and Asia, though no revenue, headcount trend, or funding history is disclosed in the available data.

Name

ESMT

Legal name

ESMT

Website

https://esmtcx.com

Company type

Private

Founded year

2010

Operating status

Operating

Headcount range

51–100 employees

Short description

ESMT is a Genesys specialist partner that resells, implements, and supports Genesys Cloud CX and Genesys Engage contact center platforms for enterprise customers — primarily in financial services — across Latin America and the United States, augmented by AI modules and professional services.

Ownership category

akta.pro rank

Product category

Cloud Contact Center Consulting

NAICS

Computer Systems Design Services (541512), Custom Computer Programming Services (541511)

SIC

Services-Computer Integrated Systems Design (7373), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Technical & Product Support (Tier 0–2, Troubleshooting) (BPAAABAF)

Keywords

• Cloud contact center
• Customer experience solutions
• Genesys platform implementation
• Contact center consulting
• AI customer service

Headquarters

HQ city

Miami

HQ country

United States

HQ region

North America

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Professional Services: Consulting and advisory services for designing and implementing Genesys contact center solutions. Includes strategy conceptualization, solution design, implementation, and migration from legacy systems or other platforms to Genesys Cloud or Engage
2. Software Development & Integrations: Custom tool development and system integrations focused on improving company operations and customer experience. Includes CRM integrations and customization of Genesys solutions for specific business needs
3. Training Services: Knowledge transfer to client teams for optimal and productive management of Genesys tools and technologies. Includes training on Genesys platform usage and contact center best practices
4. Technical Support: Ongoing technical support, maintenance, and proactive supervision to guarantee optimal platform functioning. Includes advisory services to maximize platform utilization
5. Genesys Platform Licensing: Resale and facilitation of Genesys Cloud CX and Genesys Engage platform licenses to enterprise customers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels6 records

Core offering

ESMT is a Genesys specialist partner that resells, designs, implements, and supports cloud contact center solutions built on the Genesys Cloud CX platform. The company provides end-to-end customer experience services including strategy consulting, platform implementation and migration from legacy systems, custom software development and CRM integrations, training, and 24/7 technical support across Latin America and the US market.

Product overview

ESMT is a Genesys partner offering a comprehensive customer experience solution built on the Genesys Cloud CX platform. The portfolio consists of a core cloud contact center platform augmented by AI-powered modules including Agent Copilot (real-time agent assistance), Empathy Detection (emotional analysis), Predictive Routing (AI-based agent-customer matching), Journey Flows & Journey Analyzer (customer journey management), Self-Service bots (voice/text), Workforce Management, and Reporting & Analytics. The company supplements its technology offerings with Professional Services, Software Development & Integrations, Training, and Support services. The solution is complemented by a customer-facing Support Portal (portal.esmtcx.com) for knowledge base access and documentation.

Differentiator

Problem solved

Functional benefit

Products and services

• Genesys Cloud CX Platform

Quantifiable outcome

• 39% of consumers have less patience for customer service compared to pre-pandemic levels, highlighting urgency for efficient AI-powered customer service
• +1 more outcomes

Segments2 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

AI capability11 records

Feature8 records

Partnerships

One partnership is on record.

• GenesyscoreTechnology or IntegrationESMT is a specialist partner for Genesys Cloud CX and Genesys Engage platforms. They design, implement, and maintain cloud-based contact center solutions using Genesys technology. ESMT provides professional services including migrations from legacy systems and other platforms to Genesys, custom integrations with CRM systems, ongoing support, and training services.

Scale indicators3 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Concentrix: Global CX and BPO giant offering cloud contact center implementations including Genesys, omnichannel support, and AI services — a much larger competitor in the same customer experience and contact center services space as ESMT.
• Genesys: Core CCaaS platform vendor whose Cloud CX and Engage products ESMT resells and implements. Direct overlap in customer experience capabilities, though Genesys owns the underlying IP and partner ecosystem.
• Teleperformance: Global digital business services and BPO leader with deep LATAM presence and cloud contact center capabilities — competes for the same enterprise CX outsourcing and Genesys-adjacent engagements.
• TTEC: Global CX technology and services company offering cloud contact center, AI, and managed services — overlaps with ESMT in enterprise customer experience solutions and Genesys ecosystem delivery.
• TELUS International: Digital CX and IT services provider with strong LATAM operations, offering contact center and AI solutions — directly comparable in regional footprint, CX focus, and enterprise delivery model.
• Five9: Cloud CCaaS platform vendor competing head-to-head with Genesys Cloud CX — represents both an alternative technology choice for ESMT's prospects and an adjacent competitor in the cloud contact center space.
• NICE: Enterprise CCaaS and CX AI vendor (NICE CXone) competing with Genesys — overlaps with ESMT in contact center technology, AI-powered routing, and workforce engagement solutions.
• NTT Data: Global IT services and systems integrator with CX practice and LATAM presence — competes for large enterprise Genesys implementation and managed services deals.
• 8x8: Cloud CCaaS and UCaaS platform provider competing with Genesys in mid-market and enterprise — alternative technology choice that ESMT prospects may select.
• Avaya: Legacy and cloud contact center vendor with significant LATAM installed base — ESMT's migration services often target Avaya customers moving to Genesys Cloud, making it a key adjacent competitor.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@esmtcx
• Facebookfacebook.com/esmtcx
• LinkedInlinkedin.com/company/esmtcx
• Instagraminstagram.com/esmtcx
• Xx.com/Esmtcx

Revenue estimate

Valuation estimate

Number of profiles

Subsidiaries2 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 ESMT