Complete Call Solutions

What Complete Call Solutions does

Complete Call Solutions is a privately held U.S.-based contact center and business process outsourcing (BPO) provider founded in 2008 and headquartered in Omaha, Nebraska. The company operates three call centers — in Omaha, Denver, and Lawrence — plus warehouse and distribution facilities in Santa Clara and Atlanta, employing between 51 and 100 people and delivering 24/7/365 multi-channel customer engagement services to enterprise and mid-market clients. Named customers include Crate & Barrel, National Geographic, The Metropolitan Museum of Art, and Zara, and the company is HIPAA and PCI-DSS certified, enabling healthcare and payment-handling engagements.

The company's product portfolio spans inbound and outbound phone, email, SMS, social media, live chat, and IVR channels, supported by proprietary technology including the CCS Advanced Voice Portal (AVP), CCS Customer Experience Platform (CXP), and a customized CRM tool built on a .NET framework. Operational capabilities include a CCS Tek Lab for technical support training with MCSE-certified engineers, a predictive dialer for outbound programs, automated speech recognition with voice biometrics, an enterprise email management system rated to handle up to 10 million emails per month, and a customizable reporting and dashboard layer. Agents must maintain 90%+ quality scores and pass training at 92%+, with 24/7 Single Point of Contact (SPOC) account management for each engagement.

Complete Call Solutions generates revenue primarily through hourly billing under Dedicated and Blended agent engagement models, with a Shared agent model priced on actual time used for lower-volume or variable programs. Three revenue streams are explicit: BPO managed services (hourly dedicated agents), usage-based shared agent services, and transaction-fee sales acquisition and lead generation (with more than 70% of contacts tied to sales acquisition). Pricing is quote-based and not publicly disclosed. Go-to-market is sales-led with enterprise field-sales targeting, supported by a website-driven quote-request funnel and direct phone outreach. The company self-positions as a premier boutique partner exclusively based in the U.S., with four decades of combined leadership experience, and competes on quality, customization, and onshore delivery rather than scale or price.

Name

Complete Call Solutions

Legal name

Complete Call Solutions

Website

https://completecallsolutions.com

Company type

Private

Founded year

2008

Operating status

Operating

Headcount range

51–100 employees

Short description

Complete Call Solutions is a U.S.-based boutique BPO and contact center provider founded in 2008, offering inbound/outbound phone, email, IVR, SMS, social media, and technical support to enterprise and mid-market clients from call centers in Omaha, Denver, and Lawrence.

Ownership category

akta.pro rank

Product category

Contact Center / Business Process Outsourcing Services

NAICS

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

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), CRM Managed Services & Support (BPAEAGAD)

Keywords

• Contact center services
• Business process outsourcing
• Customer relationship management
• Inbound call center
• Outbound telemarketing

Headquarters

HQ city

Omaha

HQ country

United States

HQ region

North America

Offices5 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Business Process Outsourcing (BPO): Full-service contact center BPO providing customer service, technical support, sales, and fulfillment services. Revenue generated through hourly billing for dedicated agent services where clients pay per hour for each associate needed to handle contact volume.
2. Shared Agent Services: Flexible shared agent model where clients pay only for actual time spent communicating with customers. Ideal for lower call volumes or businesses needing flexibility to handle spikes. Agents represent multiple accounts simultaneously.
3. Blended Model: Combination of dedicated and shared agents. Dedicated agents handle core volume while shared agents handle rollover and off-hours. Certain interactions routed only to dedicated agents to reduce per-interaction costs.
4. Sales Acquisition & Lead Generation: Outbound B2B sales and lead generation services. More than 70% of CCS contacts are related to sales acquisition. Also capitalizes on upsell/cross-sell opportunities in customer care and technical services environments.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels3 records

Core offering

Complete Call Solutions is a U.S.-based contact center and business process outsourcing (BPO) provider delivering multi-channel customer engagement services—including inbound and outbound phone support, email management, IVR, SMS, social media, live chat, technical support, sales acquisition, lead generation, and small-scale fulfillment—through Dedicated, Shared, and Blended agent engagement models. Services are supported by proprietary platforms including the CCS Advanced Voice Portal (AVP), the CCS Customer Experience Platform (CXP), a .NET-based custom CRM, and CCS Enterprise Email Management, delivered from call centers in Omaha, Denver, and Lawrence.

Product overview

Complete Call Solutions provides a multi-channel contact center solutions platform with three service delivery models: Dedicated, Shared, and Blended. The core product portfolio centers on their proprietary CCS Advanced Voice Portal (AVP) and CCS Customer Experience Platform (CXP) for IVR and multi-channel management, paired with CCS Enterprise Email Management for high-volume email handling. Core service offerings include Phone/Call Center Services, SMS, Social Media Services, and a Customized CRM Tool built on .NET. Their solutions span Customer Service, Technical Support (featuring the Tek Lab), Outbound Calling, Fulfillment, Sales Support, Direct Response, and Business Process Outsourcing (BPO). Operational add-ons include Reporting Services, Quality Assurance Services, Training Services, Account Management with 24/7 SPOC, Multilingual Services (internal support in 4 languages plus 120 via third party), and CSAT scoring. The company operates exclusively U.S.-based call centers in Omaha, NE, Denver, CO, and Lawrence, KS.

Differentiator

Problem solved

Functional benefit

Products and services

• Phone / Call Center Services Inbound and outbound call center services including skill-based routing, ACD, toll-free/vanity numbers, and live call handling delivered through Dedicated, Shared, and Blended engagement models for enterprise and mid-market clients.
• CCS Enterprise Email Management High-volume enterprise email management solution that automates capturing, routing, interpretation, and response to customer inquiries with intelligent message handling and scripted answers, proven to handle up to 10 million emails per month and increase agent productivity by up to 75%.
• CCS Advanced Voice Portal (IVR) 100% standards-based IVR platform for deploying conversational interactive voice response applications on-premises, in the cloud, or via hybrid deployment, supporting automated speech recognition and voice biometrics authentication.
• CCS Customer Experience Platform (CXP) Multi-channel customer experience platform enabling IVR and additional channels (chat, email, etc.) with nearly limitless self-service capabilities and real-time contextual preview of customer data during agent transfers.
• SMS Services Two-way SMS messaging with direct connectivity to operator networks for secure, scalable customer communication and notifications.
• Social Media Services Social media monitoring and response services providing near real-time customer interaction and support across major social networks.
• Customized CRM Tool Custom CRM solution built in a .NET environment to client specifications for data capture, customer tracking, and support optimization across BPO engagements.
• Customer Service Solutions Inbound customer care including answering services, dispatching, order processing, third-party verification, and medical/legal support delivered by U.S.-based agents.
• Technical Support Services Tier 1 and Tier 2 technical support, help desk, and product troubleshooting backed by the CCS Tek Lab environment with VNC remote assistance and MCSE-certified engineers available 24/7.
• Outbound Calling Services Outbound programs including lead generation, customer surveys, retention, acquisition, market research, and appointment setting powered by predictive dialer technology.
• Fulfillment Services Small-scale fulfillment for mailings, products, coupons, replacement parts, and refunds handled on-site with software integration to third-party fulfillment centers.
• Sales Support Services Sales acquisition, inbound/outbound sales, lead generation and qualification, and reservation/appointment setting services focused on conversion optimization.
• Direct Response Services Direct response call center services focused on conversion optimization and revenue-per-order enhancement for sales-driven organizations.
• Business Process Outsourcing (BPO) Full outsourced contact center services including multi-channel customer support across phone, email, chat, and social media, delivered under Dedicated, Shared, or Blended engagement models.

Quantifiable outcome

• Higher customer service scores and better conversion rates compared to industry average
• +7 more outcomes

Named customers4 records

Segments4 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature9 records

Partnerships

Two partnerships are on record, tiered minor.

• ATA (American Teleservices Association)minorStrategic or Co-development PartnerDisplayed as partner logo on website. ATA is the leading trade association for the teleservices industry, providing industry standards, best practices, and advocacy for call center operators.
• AmazonminorOthersDisplayed as partner logo, likely indicating Amazon Web Services (AWS) infrastructure or Amazon marketplace integration capabilities.

Scale indicators12 records

Recent moves5 records

Expansion highlights4 records

Broad incumbents

• Teleperformance: One of the largest global BPO and CX providers with extensive offshore delivery infrastructure. Direct competitor on omnichannel customer service, sales, and technical support contracts at enterprise scale.
• Foundever: Global CX/BPO provider (formerly Sitel Group/SYKES) offering customer care, sales, and technical support across multiple channels and geographies. Competes with CCS on enterprise customer experience outsourcing contracts.
• Concentrix Corporation: Global CX/BPO leader operating contact centers worldwide with omnichannel capabilities spanning customer service, sales, and technical support. Direct competitor to CCS for enterprise CX contracts but at materially larger scale and with offshore delivery capacity.
• Alorica: U.S.-headquartered BPO with global delivery operating contact centers for customer service, sales, and technical support. Comparable omnichannel capability profile to CCS with a similar enterprise client focus but significantly larger scale.
• TTEC Holdings: Large U.S.-headquartered CX and BPO provider with global delivery, offering customer service, sales, and digital customer experience solutions. Competes with CCS on enterprise BPO RFPs and brings significantly larger scale.

Emerging players

• SupportNinja: U.S.- and nearshore-based BPO providing customer support, sales, and back-office services to mid-market companies. Comparable in target market segment and boutique positioning to CCS but with different geographic delivery mix.
• Arise Global Services: Virtual contact center platform connecting independent agents to enterprise BPO contracts across customer care and sales. Comparable in offering scope to CCS but operates via a distributed agent model rather than brick-and-mortar call centers.

Direct peers

• Liveops: U.S.-based virtual contact center provider offering inbound/outbound customer service, sales, and technical support with a distributed agent model. Closest size and operating-model comparable to CCS in the U.S.-only boutique BPO segment.

Others

• Genesys: Enterprise CCaaS and customer experience platform provider with cloud, hybrid, and on-premises deployment options. Directly comparable to CCS's AVP/CXP architecture and represents both a competitor and a potential platform partner.
• Five9: Cloud contact center as a service (CCaaS) provider offering IVR, ACD, omnichannel routing, and workforce engagement. Competes with CCS's proprietary AVP/CXP technology stack for the underlying contact center platform layer.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

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 Complete Call Solutions