Network Communications

What Network Communications does

Network Communications S.A. (NETCOM) is a Panamanian value-added reseller and systems integrator specializing in unified communications and contact center solutions, with headquarters in Panama City and its principal contact center operation in Costa Rica. The company holds Avaya Platinum Partner designation for Central America and the Caribbean, with 27+ years of operating history and a stated base of more than 400 customers across financial, healthcare, telecom, retail, government, industrial, and education sectors. Its partner ecosystem extends beyond Avaya to include Cisco, NICE, Jabra, Polycom, and Plantronics, supplemented by distribution agreements with Scansource, NETXUSA, Anixter, Westcon, and Comstor. The company is COPC-, ITIL-, and PMP-certified in operations and project delivery, with a 99.99% SLA backed by geographically redundant data centers.

NETCOM operates a diversified revenue model across five pillars: technology renting/leasing (subscription-based, hardware included), cloud services (Virtual-Contact and NetBilling, usage-based), networking and connectivity solutions, professional services (implementation, maintenance, consulting, training), and call center outsourcing. The call center operation in Costa Rica runs 1,200+ agents, anchored by Apple Inc.'s shared services center contract won in 2015, which has scaled from an initial 384 agents. The INNOVA training facility supports internal certification and customer enablement.

The company monetizes through recurring technology-renting subscriptions, usage-based cloud billing, and time-and-materials professional services. Its go-to-market is anchored by Avaya and Cisco platform resale, supplemented by direct BPO delivery in Costa Rica and integrator-led implementation across the region. Named enterprise customers include Apple Inc. and COOPENAE, alongside the broader base of 400+ accounts across Central America and the Caribbean.

Name

Network Communications

Legal name

Network Communications S.A

Website

https://netcom.com.pa

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Network Communications (NETCOM) is a Panamanian value-added reseller and systems integrator for Avaya and Cisco unified communications and contact center solutions, operating a 1,200+ agent Costa Rica BPO anchored by Apple Inc. across Central America and the Caribbean.

Ownership category

akta.pro rank

Product category

Unified Communications and Contact Center Integration

NAICS

All Other Telecommunications (5178), Wired and Wireless Telecommunications (except Satellite) (5171), Wired and Wireless Telecommunications Carriers (except Satellite) (51711)

SIC

Telephone Communications (No Radiotelephone) (4813), Services-Telephone Interconnect Systems (7385), Communications Services, Nec (4899), Services-Equipment Rental & Leasing, Nec (7359)

akta.pro primary industry

Cloud PBX & Hosted Telephony (HDAIAHAB)

akta.pro secondary industries

Network, Infrastructure & Data Center Integration (BPAEAAAK), Cloud Connectivity & Interconnect (Cloud On-Ramps, IX, Cross-Connects) (HDAIAFAF)

Keywords

• Unified communications solutions
• Contact center services
• Technology system integration
• Telephony and VoIP platforms
• Call center outsourcing

Headquarters

HQ city

San José

HQ country

Costa Rica

HQ region

Latin America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Technology Renting/Leasing: Monthly rental payments for hardware, software, and services under an open and flexible leasing model. Includes supply of latest-generation platforms, implementation, administration, and maintenance services bundled into a single monthly payment.
2. Cloud Services: Subscription-based cloud services for Contact Center and phone control that allow customers to grow or reduce operations monthly based on their needs. Variable expense model.
3. Call Center Outsourcing: Bilingual (Spanish/English) inbound, outbound, chat, email, SMS, social media contact center services delivered from Costa Rica facility with COPC-certified personnel.
4. Professional Services: Implementation, maintenance, consulting, technical training and certification services for Avaya and Nortel platforms, COPC contact center management, and workforce management.
5. Connectivity Solutions: Supply, installation and maintenance of wired, fiber optic and wireless network infrastructure solutions using Cisco and Avaya technologies.

Pricing tiers

Go-to-market motion1 record

Distribution channels4 records

Marketing channels5 records

Core offering

Network Communications (NETCOM) sells, integrates, and supports Avaya-based unified communications, IP telephony, video conferencing, and multichannel contact center platforms for SMEs and large enterprises across Central America and the Caribbean. The company also delivers cloud-hosted contact center services (Virtual-Contact, NetBilling), a technology renting/leasing program bundling hardware, software, and maintenance into a single monthly payment, and bilingual call center outsourcing services from a 1,200+ agent Costa Rica facility.

Product overview

Network Communications (NETCOM) offers an integrated portfolio of telecommunications and contact center solutions built primarily on AVAYA platforms. The core offerings include AVAYA IP Office for small-to-medium enterprises (up to 2000 users) and AVAYA AURA Communication Manager for large enterprises (up to 36,000 users), providing unified communications, IP telephony, video conferencing, and mobility. Contact center solutions span AVAYA AURA Contact Center, Call Center Elite, Experience Portal, Workforce Optimization, and Social Media Manager for multichannel customer engagement. Video collaboration is delivered via Avaya Scopia. Cloud-based services include Virtual-Contact (multichannel contact center on demand) and NetBilling (telephony billing and control). Complementary services include technology leasing (Renting Tecnológico), a training center (INNOVA), and full call center outsourcing with over 1200 agent positions in Costa Rica.

Differentiator

Problem solved

Functional benefit

Products and services

• AVAYA IP Office Modern unified communications platform providing basic telephony, IP telephony, mobility, video conferencing, call center, and recording capabilities for small-to-medium businesses, scalable up to 2,000 users.
• AVAYA AURA Communication Manager Enterprise-grade unified communications and collaboration platform delivering voice, video, messaging, and customer contact applications across a single network, supporting up to 36,000 users with high-availability architecture and geographic redundancy.
• Virtual-Contact On-demand multichannel contact center cloud service providing voice, email, chat, SMS, voice portals (IVR), call recording, social media monitoring, and outbound campaigns, with monthly scalability and the customer's own or NETCOM-provided telephone lines.
• NetBilling Cloud-based telephony billing and control service that provides organizations with visibility into telephone consumption, traffic patterns by hour and day, line utilization, and scheduled automated report distribution to stakeholders.
• Renting Tecnológico (Technology Renting) Technology leasing service providing new-generation platforms with implementation, administration, and maintenance bundled into a single monthly payment, eliminating large capital investments and allowing customers to expand the contract or upgrade hardware and software over time.
• Servicios de Call Center (Call Center Outsourcing) Full-service contact center outsourcing with AVAYA platforms for inbound, outbound, chat, email, SMS, social media, voice and screen recording, and IVR with voice recognition and text-to-speech, delivered from Costa Rica with COPC-certified personnel and over 1,200 agent positions.
• Centro de Entrenamiento y Certificación INNOVA Training and certification center with modern laboratories and educational partnerships offering certifications on AVAYA platforms, ITIL, PMP, and COPC, delivered by certified engineering professionals.

Quantifiable outcome

• 99.99% infrastructure availability guaranteed through redundancy
• +3 more outcomes

Named customers2 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature6 records

Partnerships

Three partnerships are on record, tiered core and minor.

• AvayacoreTechnology or IntegrationPartner Platinum and Partner Services Expert of AVAYA for Central America and the Caribbean region. NETCOM is a highly specialized channel for implementation and maintenance services for Unified Communications and Contact Center on AVAYA platforms including IP Office, Aura Communication Manager, Aura Contact Center, and Scopia Video Infrastructure.
• CiscocoreTechnology or IntegrationTechnology partner for networking solutions including wired, fiber optic, and wireless network infrastructure. Cisco solutions integrated with Avaya platforms for enterprise connectivity.
• KenwinminorImplementation/ SI/ Consulting PartnerCO PC-certified consulting partner that provides training on High Performance Contact Center Management Models. Partnered with NETCOM for industry education events.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Genesys: Major cloud and on-premises contact center / CX platform vendor competing head-to-head with the Avaya AURA Contact Center stack that NETCOM integrates; comparable as an alternative enterprise contact center suite customers may choose instead of NETCOM's offering.
• Mitel: Competitor unified communications vendor (on-prem and cloud PBX) targeting the same SME and mid-market segments as NETCOM's Avaya IP Office deployments; comparable product/market positioning.

Broad incumbents

• Avaya: Global vendor of the unified communications and contact center platforms (IP Office, Aura) that NETCOM resells, implements and supports as a Platinum Partner; comparable because it defines the product category and competitive context NETCOM operates in.
• Cisco: Provider of the networking, collaboration (Webex) and contact center solutions that NETCOM resells and integrates alongside Avaya; comparable because Cisco's collaboration portfolio overlaps NETCOM's IP telephony, video and connectivity scope.
• Teleperformance: Large global BPO/contact center outsourcing operator with nearshore Costa Rica operations; comparable to NETCOM's 1200+ agent BPO vertical as a competitor for outsourced customer support contracts.
• Concentrix: Global customer experience / BPO provider with significant Costa Rica and Latin America delivery centers; competes with NETCOM for outsourced contact center work similar to the Apple engagement.

Emerging players

• RingCentral: Cloud-native UCaaS provider whose subscription model competes directly with NETCOM's Virtual-Contact and IP Office offerings for SMEs and enterprises seeking cloud-first telephony.
• Five9: Cloud contact center vendor competing with NETCOM's multichannel contact center solutions; comparable for enterprise customers evaluating cloud CCaaS versus Avaya-based on-prem deployments.

Regional players

• Sonda: Large Latin American IT services and systems integrator operating across the region; comparable to NETCOM as a regional integrator delivering enterprise communications, networking and managed services to large organizations.
• Grupo ANC (formerly Alhambra/ANC): Latin American contact center BPO operator with nearshore delivery; comparable regional competitor to NETCOM's Costa Rica-based bilingual (Spanish/English) call center services.

Market position

Strengths1 record

Weaknesses5 records

Competitive moat4 records

Key risks5 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/NETCOM-338638405761

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 Network Communications