Contact Center

What Contact Center does

Contact Center Sp. z o.o., founded in 1999 and headquartered in Warsaw, is a Polish business process outsourcing (BPO) provider specializing in customer experience (CX) and contact-center services. The company operates 11 regional offices across Poland and employs approximately 3,000 multilingual consultants, serving more than 100 enterprise clients across finance, insurance, telecommunications, IT, energy, FMCG, retail, e-commerce, healthcare, automotive, and the public sector. Its client roster includes ING, mBank, PZU, Orlen, CEZ, Toyota Motor Poland, Red Bull, and the National Health Fund (NFZ). The company is wholly owned by Grupa Kapitałowa Arteria and operates as the core of the Arteria Customer Experience (Arteria CX) division, which provides clients a single point of contact for complementary IT, logistics, marketing, and document-archive services.

The technology stack combines human-led multichannel service delivery (phone, email, chat, SMS, social media, in 20+ languages) with an AI automation layer comprising a Voicebot, a Chatbot, an ASR-BOT that analyzes up to 100% of recorded conversations for quality assurance, and an Intelligent Knowledge Base using LLM-like retrieval mechanisms deployed on-premises for data security. The company is ISO 27001 certified for information security management. Quantified outcomes cited include 85% of queries handled automatically, 98% customer satisfaction, an average 20% reduction in client operating costs, and case-study results such as a 200% lift in sales-campaign effectiveness and a 90% voicebot resolution rate in an energy-sector meter-reading deployment.

The business model is enterprise B2B managed services. Revenue is generated through outsourcing contracts (customer service, telesales, lead generation, market research, debt collection, helpdesk/servicedesk) typically priced on a volume- and scope-based managed-services basis, complemented by professional services and recurring automation/AI deployment. Pricing is not publicly disclosed. Go-to-market is sales-led, executed through dedicated account managers and project teams, supported by direct enterprise sales, regional offices, and the Arteria CX cross-sell ecosystem. Geographic presence spans Poland, the Baltic states (Lithuania, Latvia, Estonia), and South Africa.

Name

Contact Center

Legal name

Contact Center Sp. z o.o.

Website

https://contactcenter.pl

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

101–250 employees

Short description

Contact Center Sp. z o.o. is a Polish BPO provider delivering AI-augmented, multilingual customer-experience outsourcing across phone, chat, email, and social channels. It serves 100+ enterprise clients in finance, insurance, energy, retail, telecom, and automotive as part of the Arteria Customer Experience division.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (Customer Experience Services)

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Services-Help Supply Services (7363), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

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

akta.pro secondary industries

General Customer Service & Contact Center Operations (BPAAAAAA), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK), CRM Managed Services & Support (BPAEAGAD)

Keywords

• Customer service outsourcing
• Call center services
• BPO services
• Customer experience management
• Multilingual contact center

Headquarters

HQ city

Warsaw

HQ country

Poland

HQ region

Europe

Offices8 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Outsourcing Services: Comprehensive BPO (Business Process Outsourcing) services including customer service, telemarketing, sales support, and market research delivered as managed services contracts with dedicated teams.
2. Professional Services: Consulting, training, and implementation services for customer experience optimization, process automation, and sales effectiveness.
3. Automation Solutions: Implementation and deployment of voicebots, chatbots, and AI-powered automation tools as part of comprehensive service packages.

Go-to-market motion2 records

Distribution channels3 records

Marketing channels7 records

Core offering

Contact Center Sp. z o.o. provides comprehensive business process outsourcing (BPO) and customer experience services for enterprise clients across multiple industries. The company delivers inbound and outbound customer service, hotline support, omnichannel communication, helpdesk/servicedesk, telesales, lead generation, marketing research, debt collection, and multilingual support in 20+ languages. AI-powered automation tools (voicebots, chatbots, ASR-BOT, intelligent knowledge base) are integrated with human-led service delivery across 11 Polish locations and selected international markets.

Product overview

Contact Center operates as a comprehensive BPO/call center services provider offering a unified platform of customer experience services. The core offering includes inbound/outbound call handling, telesales, and customer service across multiple channels. AI-powered automation modules (Voicebot, Chatbot, ASR-BOT) complement human-led services. The company provides specialized vertical solutions for finance, insurance, telecom, energy, FMCG, retail, healthcare, and automotive sectors. Services are delivered in over 20 languages with a single-point-of-contact model integrating with the Arteria Group ecosystem.

Differentiator

Problem solved

Functional benefit

Products and services

• Comprehensive Customer Service (Kompleksowa obsługa klienta) Multi-channel customer service covering inbound calls, complaint handling, service desk, helpdesk, and information services designed to help enterprise clients build and maintain lasting customer relationships.
• Hotline Service (Obsługa infolinii) Professional telephone hotline service handling incoming calls, inquiries, requests, and complaints with high availability and quick response times for enterprise clients.
• Omnichannel Customer Service (Obsługa w modelu omnichannel) Integrated multi-channel customer communication across phone, email, chat, SMS, and social media providing consistent customer experience for enterprise clients.
• Helpdesk Technical support and problem resolution service for customers and internal staff, minimizing wait times and increasing satisfaction.
• Servicedesk Centralized IT service management handling incidents, problems, and service requests with comprehensive support for enterprise clients.
• Sales of Products and Services (Telesales) Telesales and outbound sales services including customer acquisition, product and service sales, and B2B sales campaigns for enterprise clients.
• Lead Generation Identification and qualification of potential customers through targeted telemarketing campaigns designed to fill enterprise sales pipelines.
• Appointment Scheduling (Umawianie spotkań) Phone-based meeting scheduling for sales representatives, optimizing calendars and increasing transaction completion rates for enterprise clients.
• Marketing Research (Badania marketingowe) Market research, customer satisfaction surveys (NPS, CSAT), CATI telephone interviews, and campaign effectiveness analysis for enterprise clients.
• Debt Collection (Windykacja należności) Debt collection and receivables management services including monitoring, soft collection, and payment recovery for enterprise clients.
• Process Automation (Automatyzacja procesów) AI-driven process automation including voicebots, chatbots, and intelligent IVR systems deployed for enterprise customer service optimization, handling up to 85% of queries automatically.
• Voicebot Automated voice communication bot handling simple and repetitive inquiries, order processing, and information delivery through voice interaction for enterprise clients.
• Chatbot Automated text-based communication bot for handling simple inquiries and standard order processing via chat interfaces for enterprise clients.
• ASR-BOT (Automated Speech Recognition) Automated speech recognition bot with evaluation capabilities, analyzing and grading up to 100% of hotline conversations for quality assurance purposes.
• Multilingual Customer Support (Obsługa Multilingual) Multi-language customer service delivered in over 20 languages with local market specificity and cultural considerations for international enterprise clients.

Quantifiable outcome

• 85% of customer queries handled automatically with 98% satisfaction rate
• +5 more outcomes

Named customers19 records

Segments8 records

Ideal customer profiles7 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability7 records

Feature5 records

Partnerships

Two partnerships are on record, tiered core and minor.

• Arteria Customer Experience (Arteria CX)coreStrategic or Co-development Partner · 1 June 2026Contact Center is a key component of Arteria Customer Experience, a specialized division within Arteria Capital Group. This structure provides access to complementary services including IT, logistics, marketing, and document archiving through the single point of contact model.
• Fundacja The Best AgeminorStrategic or Co-development Partner · 1 June 2026Contact Center served as a substantive partner (partner merytoryczny) in the creation of the report 'Siła doświadczenia w erze AI' (The Power of Experience in the AI Era). The report focuses on leveraging the potential of mature employees and multigenerational workforce strategies in customer experience.

Scale indicators13 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Concentrix: Major global CX/BPO provider offering customer service, sales and digital customer experience across verticals including financial services, healthcare and telecom. Direct competitor for large enterprise CX outsourcing deals.
• Transcom Worldwide: European-headquartered CX/BPO provider with multilingual omnichannel delivery for telecom, financial services and retail clients. Similar in geographic profile to Contact Center's Polish and pan-European footprint.
• Teleperformance: Global leader in outsourced customer experience management with omnichannel contact center operations and AI-augmented agent services. Directly comparable as a multinational BPO delivering voice, chat and digital CX across regulated verticals.
• Foundevere (formerly Sitel Group / IBEX): Global CX/BPO operator with multilingual contact center delivery across Europe, Americas and Asia. Comparable in offering BPO customer service, sales support and digital CX to mid-to-large enterprises.
• Majorel (now Concentrix Luxembourg): European-led CX/BPO operator with strong presence in DACH, CEE and emerging markets, offering voice, digital and AI-enabled customer service. Highly comparable regional peer with similar vertical mix.
• TTEC Holdings: Customer experience technology and services company combining AI/analytics platforms with outsourced contact center operations. Closely aligned with Contact Center's human-plus-AI hybrid delivery model.

Broad incumbents

• Genpact: Global professional services firm with a sizeable customer experience and contact center practice alongside digital transformation and finance/accounting BPO. Larger incumbent competing for enterprise CX mandates.
• Webhelp (now Concentrix): European-origin CX/BPO group now part of Concentrix, with deep multilingual and nearshore delivery in CEE comparable to Contact Center's Poland-centric model. Larger incumbent overlapping on telecom, banking and retail CX.
• Arvato (Bertelsmann): Broad BPO and customer service arm of Bertelsmann operating across financial services, healthcare, retail and public sector. Larger, more diversified incumbent that overlaps with Contact Center in customer care but offers a much wider portfolio.

Regional players

• Procontact (Polish BPO): Polish-domestic contact center and BPO provider serving finance, telecom and retail clients in Poland. A like-for-like domestic peer competing for the same enterprise customers as Contact Center within the Polish market.

Market position

Strengths4 records

Weaknesses1 record

Competitive moat6 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/ArteriaCXContactCenter
• LinkedInlinkedin.com/company/contact-center-sp.-z-o.o.
• Instagraminstagram.com/acx_contact_center

Compliance1 record

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 Contact Center