Contact Center 411
Contact Center 411 is a privately held, vendor-neutral contact center consulting firm founded in 2011, advising enterprise and government clients on operations, technology, outsourcing, and customer experience via partner-led, custom-quoted engagements delivered by a virtual US-based team.
- Company typePrivate
- Founded2011
- HeadquartersPhoenix, United States
- Headcount1–10
- GTM typeB2B
- OfferingServices
What Contact Center 411 does
Contact Center 411 is a privately held, vendor-neutral management consulting firm founded in 2011 and headquartered by mail at a Phoenix, Arizona PO box, operating as a virtual organization with partners and associate consultants distributed across the United States. The firm advises enterprise and government clients on all aspects of contact center operations, technology, and customer experience, spanning assessments (operations, customer experience, technology, consolidation), outsource advising, basic operations (workforce management, virtual contact centers, business process optimization, interim management, executive leadership development, business continuity), technology optimization, metrics and measurement, organizational change support, and emergency preparedness. Its delivery model is partner-led: founding partners and senior associates engage directly with each client from scoping through execution rather than handing projects to junior staff, and engagements are custom-quoted on multi-year contracts rather than sold on published price tiers.
Revenue is generated entirely through professional consulting services fees, with no software product, subscription, licensing, or marketplace component disclosed. The customer base is composed almost exclusively of large enterprises and federal agencies across healthcare (UnitedHealth Group, Allina Health, Amgen), financial services (Capital One, Allstate, Lincoln Financial), government (US Departments of the Interior and Veterans Affairs, US Patent and Trademark Office), consumer goods and automotive (Toyota, General Motors, Autozone), hospitality and travel (Starwood/Marriott, Wyndham, InterContinental, Frontier Airlines, Air Transat), technology (AT&T, Convergys, Agilent), and other sectors. The competitive differentiators the firm cites are (a) 20-40+ years of operator experience held by each partner, (b) an explicit lack of exclusive vendor agreements that informs technology and outsourcing recommendations, and (c) a proprietary, time-tested assessment methodology. Approximately 30 named logos are referenced across the marketing site and supporting source material, but the firm discloses no revenue, employee counts beyond a 1-10 range, funding rounds, or owners beyond the four founding partners (Noel Colaço, Brian Golden, Kirby McLennan, and Elliott Winit, the last of whom retired from full-time role in 2023).
Contact Center 411 firmographics
Firmographics- Name
- Contact Center 411
- Legal name
- Contact Center 411
- Website
- https://contactcenter411.com
- Company type
- Private
- Founded year
- 2011
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Short description
- Contact Center 411 is a privately held, vendor-neutral contact center consulting firm founded in 2011, advising enterprise and government clients on operations, technology, outsourcing, and customer experience via partner-led, custom-quoted engagements delivered by a virtual US-based team.
- Ownership category
- akta.pro rank
Contact Center 411 industry classification
Industry- Product category
- Contact Center Management Consulting
- NAICS
- Management Consulting Services (54161), Other Management Consulting Services (541618), Administrative Management and General Management Consulting Services (541611)
- SIC
- Services-Management Consulting Services (8742), Services-Management Services (8741)
- akta.pro primary industry
- Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)
Keywords
Where Contact Center 411 is headquartered
LocationHeadquarters
- HQ city
- Phoenix
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
Contact Center 411 business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Marketing or Sales, Technology or R&D, Others
Revenue model
- Professional Consulting Services: Project-based consulting engagements including assessments, implementation support, and ongoing advisory services. Fees based on scope of engagement with partners directly involved throughout project lifecycle.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Custom consulting engagements |
Go-to-market motion1 record
Distribution channels1 record
Marketing channels4 records
Contact Center 411 product offering
Product offeringCore offering
Contact Center 411 is a vendor-neutral professional consulting firm that advises enterprise and government organizations on contact center operations, technology, and customer experience. Engagement teams — led by founding partners with 20+ years of operational experience — deliver assessments, outsource advising, technology optimization, metrics and measurement, business continuity planning, and interim management for clients across healthcare, financial services, hospitality, transportation, utilities, and federal agencies.
Product overview
Contact Center 411 is a vendor-neutral consulting firm offering a portfolio of professional services for contact center optimization. The company provides seven core service lines: Assessments (operations, customer experience, technology, consolidation), Outsource Advising, Basic Operations, Technology optimization, Metrics & Measurements, Staying Current, and Emergency Preparedness. The Basic Operations service encompasses six sub-service modules including Workforce Management, Virtual Contact Centers, Business Process Optimization, Interim Management, Executive Leadership Guide, and Business Continuity Management. Contact Center 411 positions itself as a full-service consulting practice supporting all aspects of contact center operations, technology, and customer experience, with expertise spanning performance improvement, technology innovation, outsourcing strategies, and business continuity planning.
Differentiator
Problem solved
Functional benefit
Products and services
- Assessments Consulting service offering customized assessments for contact centers, including Contact Center Operations Assessment, Customer Experience Assessment, Technology Assessment, and Consolidation Opportunity Assessment. Uses a tailored approach rather than one-size-fits-all methodology, targeting enterprise and government organizations seeking independent evaluation of operations, experience, and technology.
- Outsource Advising Consulting service helping organizations evaluate outsourcing options, develop RFPs, manage vendor selection, negotiate contracts, and oversee implementation of outsourced contact center operations. Designed for enterprises evaluating or transitioning to outsourced contact center delivery.
- Basic Operations Comprehensive consulting covering workforce management, virtual contact centers, business process optimization, interim management, executive leadership guidance, and business continuity management for contact center operations. Intended for organizations seeking hands-on operational advisory across day-to-day contact center functions.
- Technology Technology optimization consulting that analyzes business processes integrating staff and technology investments, develops requirements, and supports product selection and implementation of new contact center technologies. Aimed at organizations modernizing or replacing contact center platforms.
- Metrics & Measurements Consulting service helping contact centers identify and focus on the right performance metrics, ensure alignment across organizational levels, and enable continuous improvement through scorecard evaluation. Targets operations leaders seeking measurement-driven performance improvement.
- Staying Current Consulting service addressing organizational demands such as consolidation, expansion, strategic planning, merger and acquisition consolidation, and site selection for contact centers. Built for organizations navigating growth, M&A, or restructuring.
- Emergency Preparedness Business Continuity Management (BCM) consulting helping organizations prepare for and respond to business-disrupting events, pandemics, and disasters through comprehensive planning, testing, and execution strategies. Targets enterprises and government agencies needing contact center resilience planning.
Quantifiable outcome
- Consolidation programs typically yield 10-20% savings in total customer service operating budget
- +1 more outcomes
Companies that use Contact Center 411
Customer profileNamed customers30 records
Segments5 records
Ideal customer profiles5 records
Contact Center 411 technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature3 records
Contact Center 411 partnerships and signals
Strategic signalPartnerships
Three partnerships are on record, tiered minor.
- PACE AssociationminorProfessional association affiliation for contact center professionals. Listed as affiliated organization providing industry networking and professional development resources.
- DBI NetworkminorIndustry network affiliation for contact center consulting professionals. Listed as affiliated organization supporting industry knowledge sharing and professional standards.
- CCNG (Customer Care Navigation Group)minorCustomer contact industry association affiliation. Listed as affiliated organization providing industry resources and professional networking opportunities.
Scale indicators2 records
Recent moves5 records
Expansion highlights4 records
Contact Center 411 competitors and assessment
Company assessmentBroad incumbents
- Accenture: Global professional services firm with a large Customer Experience and contact-center transformation practice offering strategy, technology implementation and managed services — directly overlaps with CC411's assessments, outsource advising, and technology optimization offerings.
- KPMG Advisory: Big Four advisory firm with customer experience, customer operations and CIO advisory practices serving enterprise clients on contact-center transformation, compliance and customer strategy — competes for the same CX mandate.
- McKinsey & Company: Global management consulting firm with a Customer Experience and operations practice serving Fortune 500 clients on contact-center strategy, technology modernization and outsourcing — same enterprise buyer and similar vendor-neutral advisory stance, but vastly larger scale.
- IBM Consulting: Global consulting arm of IBM with customer experience, call center, and customer engagement offerings spanning advisory, technology implementation and managed services — multiple CC411 partners came through IBM, evidencing direct practice overlap.
- TTEC: Large digital customer experience provider offering CX consulting, technology advisory and managed contact-center services — overlaps with CC411's assessments, technology optimization and outsource advising, but bundled with BPO delivery.
- Capgemini: Global consulting and digital services firm with a Customer Experience and contact-center technology practice — and a known training ground for several CC411 consultants — providing comparable strategy, technology, and transformation advisory.
- Deloitte: Big Four advisory firm with a Human Capital/Customer & Marketing practice and dedicated Contact Center Transformation services — competes for the same enterprise CX, technology and WFM consulting mandates.
- Concentrix: Global customer experience and BPO provider with a consulting and advisory arm offering contact center design, technology selection and transformation — directly comparable to CC411's outsource advising and basic operations work, though at much larger scale.
- Boston Consulting Group: Global management consulting firm with customer journey, operations and technology practices serving large enterprises on service operations and digital/AI transformation — competes for the same enterprise customer-experience mandate.
- Bain & Company: Global strategy consultancy with a customer experience and operations practice advising enterprise clients on CX, service operations and digital transformation — overlaps with CC411's strategic assessment and outsourcing advisory work.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat3 records
Key risks5 records
Key highlights7 records
Customer concentration
Contact Center 411 social profiles
Digital presenceContact Center 411 financial estimates
Financial estimateRevenue estimate
Valuation estimate
Contact Center 411 leadership team
Management profileNumber of profiles
Profiles14 records
Contact Center 411 funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Contact Center 411 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 Contact Center 411
What does Contact Center 411 do?
Contact Center 411 is a vendor-neutral professional consulting firm that advises enterprise and government organizations on contact center operations, technology, and customer experience. Engagement teams — led by founding partners with 20+ years of operational experience — deliver assessments, outsource advising, technology optimization, metrics and measurement, business continuity planning, and interim management for clients across healthcare, financial services, hospitality, transportation, utilities, and federal agencies.
Is Contact Center 411 a public or private company?
Contact Center 411 is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Contact Center 411 founded?
Contact Center 411 was founded in 2011. It employs 1 to 10 people.
Where is Contact Center 411 based?
Contact Center 411 is headquartered in Phoenix, United States, in the North America region.
How does Contact Center 411 make money?
One revenue line is on record: professional Consulting Services.
Who are Contact Center 411's main competitors?
Broad incumbents on record are Accenture, KPMG Advisory, McKinsey & Company, IBM Consulting, TTEC, Capgemini, Deloitte, Concentrix, Boston Consulting Group and Bain & Company.
Does Contact Center 411 have an API?
No public API is recorded for Contact Center 411.
What industry is Contact Center 411 in?
Contact Center 411's product category is Contact Center Management Consulting. Its primary akta.pro industry code is HDAIAHAF, Contact Center (CCaaS) & Customer Engagement Voice. Its NAICS code is 54161 and its SIC code is 8742.