What Dialogo Italia does

DIALOGO Italia srl is an Italian business process outsourcing (BPO) and customer experience firm headquartered in Verona, with a secondary Customer Care site in Lesmo (Monza Brianza). The company was established as a wholly-owned Italian subsidiary of Jäger Schmitter DIALOG GmbH, one of Germany's largest contact center operators, in order to deliver marketing services, customer assistance, and sales-network support for major international automotive groups operating in Italy. Its named enterprise customers in the source data are Volkswagen, SEAT, and ŠKODA, indicating a deep focus on the VW Group automotive vertical. Service activity and filings are registered in Verona (REA VR-322127); Bernd Schmitter is identified as the founder.

The company's product portfolio is organized around seven interconnected service lines: a Customer Experience Center (PreSales, Sales, and AfterSales), Customer Satisfaction measurement, Help Desk technical assistance, Lead Management B2C, Lead Management B2B, Mystery Shopping audits, and a Training & Event Center that handles reception, secretarial and back-office organizational work. Delivery is based on a contact-center technology stack spanning phone, email, ticketing systems, and social media, with multilingual capability in Italian, English, and German. The operating model is process-driven and is certified under UNI EN ISO 9001:2015 (quality management), ISO 18295-1:2017 (customer contact centers), and GDPR (EU 2016/679) compliance frameworks. The technology stack also incorporates third-party vendors such as Zucchetti, VCC Live, TeamViewer, SurveyMonkey, IONOS, ASC, and 3CX.

Dialogo Italia generates revenue through managed-services contracts with enterprise clients, with direct enterprise sales targeting automotive OEMs and adjacent B2B/B2C segments. Pricing is not publicly disclosed and is structured as custom B2B engagements scoped per client. Headcount is approximately 200 collaborators in Verona (with a firmographic band of 251-500 across the broader Italian operation), and the share capital is €99,000. The company is privately held, is not VC- or PE-backed, and operates under the direction and coordination of its German parent with no public listing, ticker, or exchange presence.

Name

Dialogo Italia

Legal name

DIALOGO Italia srl

Website

https://dialogo-italia.com

Company type

Private

Founded year

2002

Operating status

Operating

Headcount range

251–500 employees

Short description

DIALOGO Italia srl is a Verona-based BPO customer experience provider serving Volkswagen, SEAT, and ŠKODA with multilingual contact center, lead management, help desk, and customer journey services. It operates as a wholly-owned subsidiary of German contact-center operator DIALOG GmbH, with approximately 200 collaborators and a secondary site in Lesmo.

Ownership category

akta.pro rank

Product category

Contact Center / Customer Experience Outsourcing

NAICS

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

SIC

Services-Management Services (8741)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Technical Support & Helpdesk Contact Centers (BPAAAAAI), Telesales & Inside Sales Outsourcing (B2B/B2C) (BPAAADAE), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)

Keywords

• Contact center services
• Customer experience management
• Lead generation
• Mystery shopping
• Customer satisfaction research

Headquarters

HQ city

Verona

HQ country

Italy

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Customer Experience Services: Professional outsourcing services including Customer Care, Technical Assistance, IT services, Social Media management, and Sales Service for B2B and B2C customer journeys. Revenue is generated through service contracts with corporate clients, primarily in the automotive sector.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

Dialogo Italia operates as a Business Process Outsourcing (BPO) contact center that delivers outsourced customer experience services for enterprise clients, primarily automotive groups such as Volkswagen, SEAT and ŠKODA. Its portfolio includes a Customer Experience Center (PreSales, Sales and AfterSales support), Help Desk technical assistance, Lead Management campaigns for B2B and B2C audiences, Mystery Shopping audits, Customer Satisfaction measurement, and a Training & Event Center for reception, secretarial and back-office operations. Services are delivered in multiple languages including Italian, English and German through multi-channel interactions (phone, email, ticketing systems, social media).

Product overview

Dialogo Italia offers a suite of customer experience services organized as interconnected core offerings. The portfolio centers on a Customer Experience Center providing PreSales&Sales and AfterSales support, complemented by Customer Satisfaction measurement services. Help Desk delivers qualified front-end technical support, while Lead Management services (B2C and B2B variants) enable customer acquisition through lead generation, qualification, scoring, nurturing, and re-engagement. Mystery Shopping provides undercover service quality audits, and Training & Event Center manages reception, secretarial, and organizational back-office operations. The company operates as a subsidiary of German parent DIALOG GmbH, specializing in B2C and B2B Customer Journey services primarily for the automotive sector.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Experience Center

Named customers3 records

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Partnerships

One partnership is on record.

• Jäger Schmitter DIALOG GmbHcoreOthersParent company and entity exercising direction and coordination (direzione e coordinamento). Dialogo Italia was established as a subsidiary of DIALOG GmbH, one of Germany's largest contact center operators, to serve the Italian market and support automotive client operations in Italy.

Scale indicators3 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Foundever (formerly Sitel/IBEX): Large global customer experience outsourcer with European delivery capability; competes with Dialogo Italia on enterprise CX outsourcing RFPs, especially those requiring multilingual or multi-country coverage.
• Teleperformance: Global leader in customer experience management with extensive multilingual contact center delivery; competes with Dialogo Italia on enterprise RFPs from large OEMs and other multinationals that prefer single-vendor multi-country coverage.
• Concentrix: Global CX and BPO leader with strong automotive vertical presence; competes for large multi-region CX contracts where Dialogo Italia is often outbid on scale, technology stack, and geographic reach.
• Transcom: European-headquartered customer care and debt management outsourcer with significant operations in Italy; comparable customer care and lead management offerings and the same enterprise buyer set as Dialogo Italia.
• Majorel (now Concentrix): Customer experience BPO with strong European footprint and multilingual delivery; overlaps with Dialogo Italia on automotive and B2C customer care engagements.

Direct peers

• Comdata Group: Italian-headquartered BPO and customer contact center operator providing inbound/outbound customer care, lead management and back-office services; comparable service portfolio and direct overlap with Dialogo Italia in the Italian enterprise market.
• Covisian: Major Italian-origin customer experience and contact center outsourcer serving enterprise clients across multiple verticals; competes head-to-head for Italian enterprise CX contracts and operates at a meaningfully larger scale.
• CCM Services: Italian BPO and contact center operator providing customer care, help desk, and back-office services; comparable scale and target customer profile, competing for the same Italian enterprise and automotive accounts.
• DIALOG GmbH: German parent company and one of Germany's largest contact center operators; directly comparable business model and service mix (customer care, lead management, mystery shopping, training), with Dialogo Italia established as its Italian subsidiary.

Regional players

• TP Italy (Teleperformance Italy): Italian subsidiary of Teleperformance operating large contact centers in Italy; directly comparable delivery model and customer base, and the most direct local competitor for Dialogo Italia's automotive and enterprise CX mandates.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks7 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/dialogoitaliasrl
• LinkedInlinkedin.com/company/dialogo-italia-s-r-l-
• Instagraminstagram.com/dialogoitalia

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 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 Dialogo Italia