OmniContact

What OmniContact does

OmniContact is a Zimbabwe-based business process outsourcing (BPO) company and the customer operations division of Econet Group, delivering AI-augmented contact center, digital, and professional services to enterprise clients primarily in Africa. The company operates a core technology stack built around an AI-powered customer operations platform that combines automation with human agents for omnichannel support, incorporating proprietary features including AI Emotional Intelligence Analysis for real-time escalation risk detection, AI-Powered Routing that matches calls to agents by context and skill, Agent Copilots providing real-time coaching and next-best-action prompts, and Automated QA Systems that monitor 100% of interactions rather than relying on manual sampling. AI capabilities span text, audio (including voice biomarker analysis), video (telehealth), and structured data modalities, with explicit application of NLP, predictive analytics, process automation, anomaly detection, and knowledge retrieval across customer operations.

The company's go-to-market is a direct enterprise sales motion with consultative discovery calls and free AI and CX growth assessments, targeting financial services (primary), healthcare, insurance, education, technology, and travel and hospitality verticals. Revenue is generated through managed BPO service contracts (inbound/outbound contact center, telemarketing, surveys, lead generation), professional services engagements (back-office, helpdesk, F&A, ITO), AI and digital transformation services, and software solutions including a Recruitment Management System, Asset Management System, Learning Management System, and Business Intelligence and Analytics platform. Pricing is quote-based and custom, structured as multi-year subscription contracts, with an additional self-service airtime e-commerce line and an authorized Pearson VUE/PSI/Kryterion Test Center.

OmniContact holds ISO 27001:2022 certification and is compliant with GDPR, CCPA, and POPIA, enabling cross-border enterprise data handling. Strategic partnerships include a flagship technology alliance with Talkdesk for cloud contact center AI delivery, and the Project IGNITE social-impact initiative co-launched with UN Women Zimbabwe in July 2025 to build a digital skills and talent pipeline. The company serves enterprise clients across Africa with some international reach (e.g., UK-based Mortgagesmiths), and operates with 501-1,000 employees headquartered in Harare, Zimbabwe.

Name

OmniContact

Legal name

OmniContact

Website

https://omnicontact.biz

Company type

Private

Founded year

2018

Operating status

Operating

Headcount range

501–1,000 employees

Short description

OmniContact is a Zimbabwe-based, Econet Group-affiliated AI-augmented BPO and customer operations partner serving enterprise clients across Africa in financial services, healthcare, insurance, education, technology, and travel, delivering contact center, AI/digital, and professional services with multilingual talent.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (BPO) Services

NAICS

Telephone Call Centers (56142), Office Administrative Services (56111), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518), Professional, Scientific, and Technical Services (541)

SIC

Services-Facilities Support Management Services (8744), Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Services (8741), Services-Prepackaged Software (7372)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Technical & Product Support (Tier 0–2, Troubleshooting) (BPAAABAF), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB)

Keywords

• Business process outsourcing
• Customer experience services
• AI-powered contact center
• Omnichannel customer support
• Back-office professional services

Headquarters

HQ city

Harare

HQ country

Zimbabwe

HQ region

Africa

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO Services: Comprehensive BPO services including inbound/outbound customer support, telemarketing, surveys, tele research, and lead generation managed as ongoing service contracts
2. Professional Services: Back-office processing, helpdesk support, analytics, F&A services, and IT outsourcing delivered as professional service engagements
3. AI & Digital Services: AI and digital transformation services including automation implementation, data labeling, and digital operations support
4. Software Solutions: Software solutions including Recruitment Management System, Asset Management System, Learning Management System, and Business Intelligence & Analytics platforms

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels4 records

Core offering

OmniContact is an AI-first customer operations partner that delivers business process outsourcing (BPO) services, including inbound and outbound contact center operations, telemarketing, tele research, surveys, lead generation, and 24/7 multilingual customer support. The company augments these services with AI & digital transformation, back-office professional services, and proprietary software platforms for recruitment, asset management, learning, and business intelligence, serving enterprise clients primarily across Africa.

Product overview

OmniContact is an AI-first customer operations partner offering a unified portfolio of BPO, AI & Digital, and Professional Services, plus specialized software solutions. The core offering is BPO Services delivering omnichannel customer support, sales, and research operations across Africa. Supporting this are AI & Digital Services for automation and transformation, Professional Services for back-office and F&A operations, and a Test Center for certification exams. The software portfolio comprises four proprietary platforms — Recruitment Management System, Asset Management System, Learning Management System, and Business Intelligence & Analytics — available as tailored solutions to enterprise clients. Additionally, Project IGNITE is a social impact initiative focused on digital skills training and employment for women and youth in Zimbabwe, operated in partnership with UN Women.

Differentiator

Problem solved

Functional benefit

Brands

• Project IGNITE: A gender digital divide initiative in partnership with UN Women, empowering women and youth in Zimbabwe with digital skills, resources, and opportunities.

Products and services

• BPO Services Business Process Outsourcing services providing comprehensive inbound and outbound customer operations including research and analytics, sales services, telemarketing, surveys, tele research, 24/7 customer support, and lead generation. Targets enterprises seeking to transform service delivery through AI automation, omnichannel support, and multilingual talent.
• AI & Digital Services Cutting-edge AI and digital solutions that optimize business workflows, enhance efficiency, and elevate customer engagement. Includes digital transformation operations, AI and automation enablement, data labeling and quality services, transcription and content operations, and software/platform support for enterprise clients.

Quantifiable outcome

• Agent productivity improvement through AI copilots reducing dead air time by 30-40%
• +1 more outcomes

Named customers9 records

Segments6 records

Ideal customer profiles6 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability13 records

Feature4 records

Partnerships

Eleven partnerships are on record, tiered core, flagship and minor.

• UN Women ZimbabwecoreStrategic or Co-development Partner · 1 July 2025Joint launch of Project IGNITE to empower women and youth in Zimbabwe's digital economy through digital skills training, employment linkages, business acceleration, and women's empowerment frameworks aligned with UN SDGs.
• TalkdeskflagshipTechnology or IntegrationStrategic partnership for cloud contact center platform delivery. OmniContact combines Talkdesk's AI-powered contact center technology with local market expertise to serve financial institutions in Africa.
• CodersTrustminorStrategic or Co-development PartnerPartner in Project IGNITE initiative supporting digital empowerment and skills development for women and youth in Zimbabwe
• EcoCashcoreStrategic or Co-development PartnerPartner in Project IGNITE initiative and payment provider for airtime distribution services
• EconetcoreStrategic or Co-development PartnerParent company and strategic partner providing infrastructure, training platforms, and employment linkages. OmniContact is the BPO division of Econet Wireless Zimbabwe.
• ElevateminorStrategic or Co-development PartnerPartner in Project IGNITE initiative supporting digital empowerment programs
• Fluid AIminorStrategic or Co-development PartnerPartner in Project IGNITE initiative supporting digital empowerment programs
• Higherlife FoundationminorStrategic or Co-development PartnerPartner in Project IGNITE initiative supporting education and empowerment programs
• SaathiminorStrategic or Co-development PartnerPartner in Project IGNITE initiative supporting women's empowerment
• Steward BankcoreStrategic or Co-development PartnerPartner in Project IGNITE and long-term banking services client for call centre solutions
• WOBTminorStrategic or Co-development PartnerPartner in Project IGNITE initiative supporting digital empowerment programs

Scale indicators3 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Genpact: Global professional services firm with large BPM/BPO practice delivering digital CX, finance & accounting outsourcing, and AI-enabled operations. Comparable to OmniContact's Professional Services and AI/Digital offerings, though operating across a much broader portfolio of services.

Others

• Talkdesk: Cloud contact-center platform vendor and OmniContact's strategic technology partner. Included as an ecosystem peer because Talkdesk's own AI-CX tooling both enables OmniContact's delivery and represents a competitive vector as Talkdesk expands into managed services.

Direct peers

• Teleperformance: Global leader in outsourced customer experience management with omnichannel contact-center operations, AI-augmented agent tooling, and enterprise clients across financial services, healthcare, and telecom. Directly comparable to OmniContact in service mix (inbound/outbound, sales, collections, technical support) but operates at vastly greater scale and geographic reach.
• Concentrix: Major global CX/BPO provider with deep vertical coverage in financial services, healthcare, and technology. Closely comparable to OmniContact in verticalized CX delivery and AI-augmented agent operations, though at materially larger scale and with global delivery centers.
• Foundever (formerly Sitel/IBEX): Large global CX outsourcing provider offering omnichannel customer support, sales, and back-office services to enterprise clients. Comparable to OmniContact in core BPO/contact-center model and AI-augmented operations, with broader geographic footprint.
• Majorel: Global CX and BPO provider with strong presence in Africa and EMEA, serving financial services, telecom, and tech clients. Direct peer given similar multilingual, multi-region delivery model and comparable vertical mix to OmniContact.
• Movate: Global CX and digital services provider combining AI-driven customer support with traditional BPO offerings. Comparable to OmniContact in blended AI + human-agent delivery and in serving enterprise technology and financial services clients.
• TTEC Holdings: Global customer experience technology and services company combining AI-enabled contact-center platforms with outsourced agent operations. Overlaps directly with OmniContact's AI-first CX positioning across financial services, healthcare, and technology verticals.

Regional players

• Ison BPO: Africa-focused BPO with delivery centers across Nigeria, Kenya, and other African markets offering inbound/outbound contact-center services. Regional peer with the same African nearshore thesis as OmniContact and overlapping enterprise customer base.
• CCI South Africa (Call Centre Institute): South African-based outsourced contact-center and CX provider serving enterprise clients across the continent. Comparable to OmniContact in omnichannel voice and digital support for financial services and telecom, with a South Africa-anchored delivery model.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/omnicontact_bpo

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 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 OmniContact