What Cosmote E-Value does

Cosmote E-Value is a Greek-headquartered business process outsourcing and contact center operator founded in 1999, wholly owned by OTE Group (Deutsche Telekom-controlled) and operating across Greece, Romania, and Belgium. The company delivers integrated customer experience management across nine verticals — Technology & Telecoms, Banking & Financial Services, Healthcare & Insurance, Retail & E-Commerce, Automotive & Transportation, Energy & Utilities, Government & Public Sector, Travel & Hospitality, and Gaming — for 80+ commercial and governmental clients including its parent COSMOTE/OTE Group, Alpha Bank, OPAP, HEDNO, DEH, Attiki Gas, and the Greek Ministry of Labor. Service scope spans customer care, sales support, technical assistance, back-office operations, workforce management, and quality assurance, with claims of 200M+ annual customer interactions, 100+ active projects, and a 44% share of the Greek contact center market (ICAP Sector Study, February 2024).

The company's core technology is an omni-channel customer relationship management platform that combines people, process, and proprietary tooling across phone, chat, email, and social channels. The product portfolio is structured around three core offerings — CX Solutions, DX Solutions, and Insights & Consulting — supplemented by add-on modules including a Work Home remote-work platform, Process Optimization Services (WFM, WFO, QA/QM, Knowledge Management), Smart Outsourcing, and Business Transformation consulting, plus an Eightfold-powered internal Growth Hub for employee development. Differentiation rests on compliance depth (first Greek ISO 18295-1:2017 contact center certification and 14 total ISO certifications), ESG credibility (LEED Gold headquarters, 2024 Ethisphere World's Most Ethical Companies recognition), and operational scale (~6,000 employees across multiple Greek cities and Bucharest).

Cosmote E-Value monetizes primarily through managed services contracts (BPO/contact center outsourcing) sold via a direct enterprise field-sales motion, with revenue generated per FTE under multi-year service-level agreements. Public pricing is not disclosed; contracts are quote-based and tailored per client. The go-to-market is sales-led, anchored by captive demand from OTE/Deutsche Telekom and extended to large Greek enterprises and government agencies, with 38% growth in new projects over five years and greater than 10% YoY revenue growth sustained from 2017 through 2023. In March 2026 the company expanded into adjacent AI infrastructure with a Business Cloud Ecosystem offering GPU-as-a-Service.

Name

Cosmote E-Value

Legal name

COSMOTE Ε-VALUE CONTACT CENTER S.A.

Website

https://cosmote-evalue.gr

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

Cosmote E-Value is a Greek-headquartered BPO and contact center operator owned by OTE Group, delivering omni-channel customer experience, sales support, and back-office services across nine verticals to 80+ enterprise and government clients in Greece, Romania, and Belgium.

Ownership category

akta.pro rank

Product category

Contact Center & BPO Services

NAICS

Telephone Call Centers (56142)

SIC

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

akta.pro primary industry

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

akta.pro secondary industries

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK)

Keywords

• Contact center services
• Business process outsourcing
• Customer experience management
• Omni-channel customer support
• Customer relationship management

Headquarters

HQ city

Athens

HQ country

Greece

HQ region

Europe

Offices10 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Contact Center/BPO Services: Integrated customer relationship management and business process outsourcing services delivered through contact center operations. Revenue generated from providing comprehensive customer service, sales support, technical assistance, and back-office operations to corporate clients on a contracted basis.
2. Customer Base Analysis & Expansion: Analytics and consulting services helping clients analyze and expand their customer base through data-driven insights and targeted customer engagement strategies.
3. Process Optimization Services: Managed services including Workforce Management, Workforce Optimization, and Quality Assurance delivered as part of comprehensive outsourcing solutions.

Go-to-market motion2 records

Distribution channels2 records

Marketing channels7 records

Core offering

Cosmote E-Value is a BPO and contact center services provider delivering integrated customer relationship management across voice, chat, email, and social channels. The company combines people, process and proprietary technology to provide CX Solutions, DX Solutions, and Insights & Consulting services to enterprise and government clients across 16 countries. It operates omni-channel customer service, technical support, sales support, and back-office operations through its 6,000-person workforce.

Product overview

COSMOTE eValue is a unified customer relationship management platform providing integrated CX Solutions, DX Solutions, and Insights & Consulting services. The CX Solutions form the core platform delivering people, process and technology for customer care and support across omni-channels. DX Solutions provides digital transformation capabilities for contemporary user-centric experiences. Insights & Consulting offers data-driven navigation of customer experience. The company also offers add-on modules including Work Home Solution for remote operations, Process Optimization Services (WFM, WFO, QA/QM), Smart Outsourcing, and Business Transformation consulting. The Growth Hub internal platform (powered by Eightfold) supports employee development. Services span across Technology & Telecoms, Banking & Financial Services, Healthcare & Insurance, Retail and e-Commerce, Automotive & Transportation, Energy & Utilities, Government & Public Sector, Travel & Hospitality, and Gaming industries across Greece, Romania, and Belgium.

Differentiator

Problem solved

Functional benefit

Products and services

• CX Solutions Integrated platform combining people, process and technology to deliver best-in-class customer care and support services with a personalized, customer-centric approach across the entire customer journey. For enterprise and government clients requiring omni-channel customer service.
• DX Solutions Digital services encompassing the entire spectrum of delivering contemporary, user-centric experiences through swift innovation, competitive advantage enhancement, and extended boundaries of achievement. Digital transformation services for enterprise clients.
• Insights & Consulting Consulting and analytics services providing data-driven insights to help clients craft exceptional customer experience journeys. Includes market research, customer base analysis and expansion, and CX transformation consulting.
• Managed Contact Center / BPO Services Comprehensive customer relationship management delivered through contact center operations, including customer service, sales support, technical assistance, and back-office operations on a contracted basis to corporate and government clients across 16+ countries.
• Work Home Solution Remote work solution providing agents with necessary technology, training, coaching, and engagement programs to deliver customer service from home while maintaining service quality. Used by enterprise clients and as part of Cosmote eValue's own delivery model.
• Smart Outsourcing Strategic outsourcing solutions exploring alternatives to in-house service delivery, making client operations more agile and efficient. End-to-end outsourcing including people, process, and technology components.
• Business Transformation Comprehensive transformation services helping businesses redefine optimization and CX success in the digital landscape, supporting clients from current operational success to future digital innovation.

Quantifiable outcome

• 44% market share in Greek contact center market
• +4 more outcomes

Named customers7 records

Segments9 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature4 records

Partnerships

Eight partnerships are on record, tiered notable and core.

• ATTICA GROUPnotableStrategic or Co-development Partner · 1 January 2024Best Outsourcing Partnership recognition for customer excellence and crisis management services.
• American Embassy (Athens)notableStrategic or Co-development Partner · 1 January 2016e-Value undertook providing sound and vision information services on behalf of the American Embassy for non-immigrant visa issuance. Service operated 12 hours daily, 365 days per year.
• Deloitte Business Solutions S.A.notableImplementation/ SI/ Consulting Partner · 1 January 2016Partnership for unified multichannel communication and citizen service system for Ministry of Labor and Social Affairs - 1555 project.
• OTE GroupcoreStrategic or Co-development Partner · 1 January 2014Parent company - COSMOTE eValue is a 100% subsidiary of OTE Group. OTE Group is the largest telecommunications provider in Greece and one of the leading telecom groups in South-eastern Europe. Deutsche Telekom holds 53.45% of OTE's share capital. COSMOTE eValue operates as the customer relationship management arm of the group.
• OPAPnotableStrategic or Co-development Partner · 1 January 2014Full telephone and web (live chat, email) support for OPAP's pamestoixima.gr online betting platform. 24/7/365 service.
• HEDNO S.A.notableStrategic or Co-development Partner · 1 January 2014Emergency customer support phone line operation for Hellenic Electricity Distribution Network Operator during worker strikes, providing 24/7 information about scheduled power cuts.
• Attiki Gas Supply Company S.A. (EPA)notableStrategic or Co-development Partner · 1 January 2013Telephone customer support services for Attica's exclusive gas distributor, managing customer service line 1133.
• Alpha BanknotableStrategic or Co-development Partner · 1 January 2000e-Value provided support for Alpha Bank's m-Banking service including utility bill payments, fund transfers, and personal credit loan information through dedicated phone line.

Scale indicators12 records

Recent moves8 records

Expansion highlights5 records

Direct peers

• Teleperformance: World's largest customer experience management and contact center BPO, operating across 90+ countries with hundreds of thousands of agents. Directly comparable to Cosmote E-Value in core omnichannel customer service, technical support, and BPO delivery, though at materially larger scale and broader geographic reach.
• Concentrix Corporation: Global CX and BPO provider (post-Majorel/Webhelp merger) serving enterprise clients across technology, banking, healthcare, and consumer verticals. Closely comparable to Cosmote E-Value in vertical mix (telecoms, banking, energy, government) and integrated people-process-technology delivery model.
• Foundever (formerly Sitel Group): Global CX and contact center BPO operating in 45+ countries with ~150,000 employees, serving telecom, financial services, and retail clients. Closely comparable to Cosmote E-Value in managed services, sales support, and digital CX delivery, with a similar mid-to-large enterprise client focus.
• TELUS International (now TELUS Digital): Digital CX and contact center provider with nearshore/offshore delivery footprint, serving tech, gaming, fintech, and communications clients. Comparable to Cosmote E-Value in digital CX, content moderation, and AI-enabled customer support.
• Capita plc: UK-listed business process outsourcing and customer management services provider with strong public-sector and regulated-industry exposure. Comparable to Cosmote E-Value in government/regulated-sector contact center delivery and end-to-end CX outsourcing.
• Competence Call Center (CCC): European-based multilingual contact center and BPO provider with operations in 30+ countries serving telecom, financial services, and e-commerce clients. Closely comparable to Cosmote E-Value in mid-sized European BPO, multilingual delivery, and customer growth/retention services.
• Webhelp (now part of Concentrix): Pre-merger European-founded CX/BPO with strong digital and AI services capabilities, serving global enterprise clients across industries. Comparable to Cosmote E-Value in omnichannel customer experience, BPO delivery, and recent digital/AI transformation investments; now consolidated into Concentrix.
• Transcom Holding AB: European-headquartered CX and contact center BPO with operations across Europe, the Americas, and Africa. Comparable to Cosmote E-Value in European delivery footprint, multilingual customer service, and work-from-home/Work Home hybrid delivery models.
• Majorel Group (now part of Concentrix): Pre-merger global CX and BPO provider with strong European and emerging-markets presence, serving telecom, technology, and consumer clients. Directly comparable to Cosmote E-Value in vertical mix and integrated CX delivery model; now consolidated into Concentrix.
• TTEC Holdings: U.S.-listed CX technology and services company with global contact center operations and a digital/AI services arm. Comparable to Cosmote E-Value in omnichannel customer care and CX consulting, with stronger AI/technology positioning.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

Compliance9 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles11 records

Subsidiaries1 record

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 Cosmote E-Value