Call Center

What Call Center does

Call Center Colombia is a Bogotá-based BPO and contact center services provider founded in 2010, organized as a privately held company with 51-100 employees that explicitly positions itself as a boutique operation prioritizing personalized client relationships over high-volume agent pools. The company delivers outsourced sales, service, collections, lead generation, and customer experience operations for mid-market and enterprise clients across Colombia and selectively across Mexico, Costa Rica, Panama, Peru, Chile, and US-based offshore engagements, using a hybrid delivery model in which more than 70% of personnel work remotely via cloud infrastructure.

Its core technology is a proprietary omnichannel contact center platform that unifies telephony, WhatsApp Business API (integrated natively without third-party connectors), email, chat, and an embedded CRM into a single agent desktop. The platform includes regulatory automation for Colombian Law 2300 of 2023 (time-window blocking, RNE integration, cross-channel frequency controls) and Law 1581 of 2012 data protection, plus a no-code visual flow builder, real-time SLA and analytics dashboards, database validation and enrichment tooling, and a CATI survey system. Its AI layer, branded GlorIA 360, offers AI-powered voice and chat conversational agents, lead scoring automation, 24/7 PQR/PQRSD handling, and AI-driven medical appointment scheduling for EPS/IPS healthcare providers.

The company monetizes across four streams: managed BPO outsourcing services with dedicated agents assigned exclusively per client; subscription licensing of the proprietary omnichannel platform on per-agent or per-campaign terms; ancillary professional services including training, consulting, and digital marketing; and a small e-commerce hardware line (Plantronics and Logitech headsets) sold through its online store. Go-to-market is direct and consultative via a commercial contact page and a prominent WhatsApp Business line, with content marketing and SEO on industry topics supporting demand generation. Customer segments concentrate on distribution and retail, healthcare/EPS, insurance, and general services verticals within Colombia, with offshore US-focused BPO as a secondary segment.

Name

Call Center

Legal name

Call Center Colombia

Website

https://callcentercolombia.com

Company type

Private

Founded year

2010

Operating status

Operating

Headcount range

51–100 employees

Short description

Call Center Colombia is a Bogotá-based BPO and contact center services provider delivering outsourced omnichannel customer engagement and a proprietary AI-enabled software platform to mid-market and enterprise clients in healthcare, insurance, retail, and general services across Colombia and Latin America.

Ownership category

akta.pro rank

Product category

BPO Contact Center Services

NAICS

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

SIC

Services-Help Supply Services (7363), Telephone Communications (No Radiotelephone) (4813), Services-Computer Programming Services (7371)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Order Management & Customer Fulfillment Support (BPAAAAAE), General Customer Service (Order/Account/Inquiries) (BPAAABAA), Billing, Payments & Account Administration Centers (BPAAAAAF), Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)

Keywords

• BPO outsourcing services
• Omnichannel contact center
• AI voice agents
• WhatsApp business API
• Call center software

Headquarters

HQ city

Bogotá

HQ country

Colombia

HQ region

Latin America

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 Outsourcing Services: End-to-end business process outsourcing including outbound/inbound call handling, lead generation, sales conversion, customer service, debt collection compliance, and database management. Delivered by dedicated agents assigned exclusively to each client, operating in hybrid (70%+ remote) model.
2. Software Platform Licensing: Licensing of the proprietary omnichannel platform (Call Center Colombia) to clients, with flexible per-agent or per-campaign pricing models. Includes WhatsApp Business API, CRM, AI bot capabilities, and analytics bundled in the platform subscription.
3. Hardware Sales: Sale of call center equipment (headsets, USB phones) through the company's e-commerce store. Products include Plantronics Blackwire C3220 ($202,000 COP), Plantronics Blackwire C3210 USB ($160,000 COP), and Logitech H570e MONO ($145,000 COP).
4. Training & Consulting Services: Capacitación programs for contact center agents in sales, service, and collections skills, as well as operational consulting engagements for diagnosis, design, and implementation of contact center processes.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels5 records

Core offering

Call Center Colombia provides BPO/outsourced contact center services and licenses its proprietary omnichannel contact center platform, which integrates AI voice and chat bots (GlorIA), WhatsApp Business API, embedded CRM, real-time analytics, and automated compliance with Colombian regulations such as Ley 2300 and the Registro de Números Excluidos (RNE). It also delivers complementary services including consulting, training, B2B digital marketing, telephone surveys (NPS/CATI), database updating, AI medical appointment scheduling, and AI lead scoring, while reselling Plantronics and Logitech headsets for agent workstations.

Product overview

Call Center Colombia operates as a BPO and contact center solutions provider offering a portfolio of AI-powered products and services. The core offering is the Plataforma Omnicanal de Contact Center — a unified platform integrating telephony, WhatsApp Business API, email, chat, and native CRM into a single agent desktop. Key AI products include GlorIA 360 (voice + chat omnichannel AI), GlorIAchat (WhatsApp chatbot multi-agent), AI voice agents, and AI automation for PQR/PQRSD handling and lead scoring. The company also provides operational services including outsourcing/BPO, consulting, training, digital marketing, database management, NPS telephone surveys, and medical appointment scheduling.

Differentiator

Problem solved

Functional benefit

Brands

• GlorIA 360: AI platform for call centers combining voice and chat omnichannel capabilities
• GlorIA Colombia
• GlorIA Colombia
• GlorIAchat
• Agentes de voz con IA

Products and services

• Plataforma Omnicanal de Contact Center Proprietary omnichannel contact center platform unifying voice, chat, WhatsApp Business API, email, real-time analytics and an embedded CRM in a single agent desktop for BPOs and in-house contact centers.
• GlorIA 360 — Voz + Chat Omnicanal AI-driven voice and chat automation suite for call centers, allowing automated handling of inbound and outbound interactions across channels.
• GlorIAchat — WhatsApp Chatbot AI Multiagente Multi-agent WhatsApp Business AI chatbot for handling customer service, sales and operational conversations on WhatsApp at scale.
• Agentes de Voz con IA AI voice agents that automate inbound and outbound phone calls, integrated with the omnichannel platform and CRM.
• GlorIA — Automatización PQR/PQRSD 24/7 AI automation product that handles complaints and petitions (PQR/PQRSD) for regulated entities on a 24/7 basis using GlorIA conversational AI.
• Lead Scoring Automático con IA Automated AI lead scoring product that qualifies and prioritizes incoming leads for sales teams based on conversational data.
• Envíos Masivos (SMS y Mensajes de Voz) Mass SMS and pre-recorded voice message broadcast platform for outbound campaigns and customer notifications.
• Outsourcing y BPO End-to-end BPO and contact center outsourcing service providing dedicated human agent teams for inbound customer service, outbound calling, sales, and back-office operations, with dedicated-agent model.
• Call Center de Ventas Outsourced sales call center service, providing dedicated agents for outbound and inbound sales campaigns on behalf of clients.
• Consultoría Consulting service for contact center strategy, omnichannel platform selection and operational improvement.
• Capacitación Training service for client internal teams on contact center operations and platform use.
• Marketing Digital B2B B2B digital marketing services supporting lead generation and demand generation for clients' contact center and sales initiatives.
• Actualización de Bases de Datos Database updating service using contact center agents and supporting tools to clean, validate and refresh client customer databases.
• Encuestas Telefónicas NPS y CATI Automated telephone survey service for NPS measurement and CATI-style market research using the company's contact center platform.
• Agendamiento Médico con IA AI-powered medical appointment scheduling service for clinics and EPS providers using GlorIA conversational AI.
• Plantronics Blackwire C3220 Headset Binaural USB headset (Plantronics / Poly Blackwire C3220) resold via the company's online store for contact center agent workstations.
• Plantronics Blackwire C3210 USB Headset Monaural USB headset (Plantronics / Poly Blackwire C3210) resold via the company's online store for contact center agent workstations.
• Logitech H570e MONO Headset Monaural USB headset (Logitech H570e Mono) resold via the company's online store for contact center agent workstations.

Quantifiable outcome

• 20–35% reduction in Average Handle Time (AHT) through omnichannel unification
• +4 more outcomes

Segments6 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability5 records

Feature10 records

Scale indicators6 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Avaya: Enterprise telephony and contact center platform vendor with voice/IVR and AI agent offerings. Comparable on the telephony platform layer that Call Center Colombia's proprietary stack competes with, especially in regulated enterprise environments.
• Zendesk: Global customer service SaaS platform with growing AI agent and WhatsApp messaging capabilities. Comparable on the software side of Call Center Colombia's stack — same buyers, similar channel-unification and automated compliance narratives.
• Genesys: Enterprise CCaaS platform vendor offering omnichannel routing, AI, and workforce engagement. Call Center Colombia's proprietary platform competes for the same budget, particularly with clients that prefer buying software standalone rather than bundled with BPO services.
• Freshworks (Freshdesk): SMB-to-enterprise CX SaaS suite with built-in omnichannel, AI bots, and analytics. Comparable as an alternative platform path for clients who prefer buying best-of-breed CX software standalone rather than Call Center Colombia's bundled software + services model.
• Stefanini Group: Brazilian IT and BPO conglomerate with LATAM-wide delivery, including Colombia. Overlap on omnichannel customer service and AI-enabled support, plus a much broader IT services portfolio.

Direct peers

• 24-7 Intouch: Multilingual contact center outsourcer with strong nearshore/offshore delivery across the Americas. Comparable BPO model, including AI-augmented CX and bilingual ES/EN service for US enterprise clients.
• Atento: Brazil-rooted multinational BPO and CX outsourcing provider with major operations across Latin America, including Colombia. Comparable on outbound/inbound voice, collections compliance, and omnichannel service delivery for enterprise clients.
• Teleperformance: World's largest customer experience management company, with major LATAM operations including significant Colombian presence. Competes head-to-head with Call Center Colombia for outsourced contact center engagements and AI-augmented CX work in Spanish/English.
• Concentrix: Global CX solutions and BPO provider with extensive LATAM delivery, including Colombia and Costa Rica. Comparable on multilingual customer service, sales, and digital-first omnichannel support for enterprise clients across financial services, healthcare, and retail.
• Konecta: Spain- and LATAM-headquartered BPO/contact center operator running tens of thousands of multilingual agents across the Americas, Spain, and Africa. Directly comparable to Call Center Colombia on omnichannel outsourcing, sales/lead generation, and customer service delivery, though at vastly greater scale.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xwa.link/0ifp8w

Compliance2 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&A

Investments

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

Frequently asked questions about Call Center