What Emerald Contact Centre does

Emerald Contact Centre is a B2B outsourced customer service agency headquartered in Waterford, Ireland, operating from a single site at Block C & D, Confederation House, Waterford Business Park. Founded in March 2015 with an initial team of six customer service professionals, the company has scaled to nearly 100 employees. It delivers a single, integrated managed service covering inbound and outbound voice, concierge support, email response, and click-to-chat across multiple platforms, with multilingual capability enabling intercontinental delivery to both European and US-based business clients. The service is positioned around trained Customer Support Specialists who are onboarded onto each client's specific business values, objectives, and performance goals, with regular feedback and data reporting embedded in the engagement.

The business model is straightforward managed services: revenue is generated through negotiated per-client contracts on a quote-based pricing structure that is not publicly disclosed, with no platform, self-serve, or marketplace component. Go-to-market is direct enterprise field sales — clients are acquired and retained through direct engagement and long-term relationship building, with no third-party resellers, channel partners, or disclosed alliances. The customer segment is mid-market and enterprise European and US businesses with outsourced customer care, sales support, and multilingual requirements. No named customer logos, case studies, segment revenue mix, or industry vertical concentration are disclosed in public materials.

The company has no disclosed proprietary technology platform, no API, no third-party integrations, no AI/ML capabilities, no patents or trademarks, no certifications or compliance attestations, and no senior leadership information in the public record. Marketing presence is limited to organic LinkedIn activity and a careers page hosted on the UltiPro (UKG) recruitment platform. The competitive positioning rests almost entirely on workforce quality, client-specific training, and the "human touch" in customer interactions rather than on technology differentiation.

Name

Emerald Contact Centre

Legal name

Emerald Contact Centre Ltd.

Website

https://emeraldcontactcentre.ie

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

51–100 employees

Short description

Emerald Contact Centre is a Waterford, Ireland-based B2B outsourced contact centre providing inbound/outbound calling, concierge, email, click-to-chat, and multilingual customer support to European and US-based clients. Founded in 2015, the firm employs nearly 100 trained customer service professionals.

Ownership category

akta.pro rank

Product category

Contact Centre Services

NAICS

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

SIC

Services-Miscellaneous Business Services (7380)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industry

Multilingual & Global Shared-Service Contact Centers (BPAAAAAL)

Keywords

• Outsourced contact centre
• Customer support services
• Inbound call handling
• Multilingual customer service
• Concierge services

Headquarters

HQ city

Waterford

HQ country

Ireland

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Customer Care and Contact Centre Services: Emerald Contact Centre generates revenue by providing inbound and outbound call handling, concierge services, email response, click-to-chat services, and multilingual support to business clients. Services are tailored to each client's needs, with regular feedback and performance data provided as part of the engagement.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels1 record

Core offering

Emerald Contact Centre provides outsourced contact centre services to European and US-based business clients. Its offerings include inbound and outbound call handling, concierge services, email response management, and click-to-chat support across multiple platforms, delivered by trained multilingual Customer Support Specialists based in Waterford, Ireland.

Product overview

Emerald Contact Centre is a single, unified outsourced contact centre service rather than a platform-plus-modules architecture. The company offers an integrated suite of customer service capabilities including inbound and outbound calls, concierge services, email response, and click-to-chat across multiple platforms, all delivered through a team of nearly 100 highly-trained professionals in Waterford, Ireland. The Contact Centre Services product encompasses the full range of service offerings: multilingual support (servicing Europe and the United States), regular feedback and data reporting to clients, and dedicated Customer Support Specialists trained to understand each client's business values, objectives, and performance goals.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Centre Services Outsourced contact centre services providing customer care, sales support, and performance insights for European and US-based clients. Delivered by nearly 100 trained multilingual Customer Support Specialists and encompassing inbound and outbound calling, concierge support, email response, and click-to-chat across multiple platforms.

Segments1 record

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Scale indicators2 records

Recent moves4 records

Expansion highlights4 records

Emerging players

• Arise Virtual Solutions: Work-at-home contact-centre platform delivering outsourced customer service via distributed agents — similar voice/chat/email service mix, differentiated only by a virtual/cloud-based delivery model.

Broad incumbents

• Concentrix: Global CX/contact-centre major serving enterprise clients across the US and Europe with multilingual, omnichannel capabilities — directly comparable in service mix, GTM, and intercontinental coverage.
• TELUS International: Large CX/digital customer experience operator with multilingual delivery across the Americas, Europe, and Asia — overlapping omnichannel and European/US enterprise client base.
• Teleperformance: World's largest customer experience/BPO operator with hundreds of thousands of seats across voice, chat, and digital channels — directly comparable omnichannel contact-centre model at vastly larger scale, including multilingual intercontinental delivery.
• TTEC (TeleTech Holdings): Established CX/contact-centre operator with digital and AI-enhanced service capabilities serving global enterprise clients — overlapping omnichannel and multilingual offerings, with a much larger technology and delivery footprint.

Direct peers

• TaskUs: Outsourced customer service and digital CX provider with strong US and international delivery — comparable focus on non-voice and digital channels serving enterprise clients, with similar mid-market positioning.
• Foundever (formerly Sitel + SYKES): Pure-play customer experience outsourcer with deep multilingual and intercontinental delivery — operates the exact 'managed contact centre services for European and US clients' model that Emerald sells into.
• Majorel: Multilingual BPO/contact-centre specialist with strong presence across Europe, Africa, and the Americas — closely comparable in service portfolio, language coverage, and intercontinental value proposition.

Regional players

• Celtic Services Group: Ireland-headquartered contact-centre and customer experience outsourcer serving UK, Irish, and international clients — highly comparable as a peer in the same Irish operating environment with multilingual capability.

Others

• Concentrix + Ireland-based CX boutique: Placeholder for adjacent Irish/UK regional contact centres (e.g., QPS, Accuro) that compete for the same multilingual EMEA outsourcing contracts from similarly small footprints.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat3 records

Key risks6 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/emerald-contact-centre-ecc
• Facebookfacebook.com/EmeraldContactCentre

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 Emerald Contact Centre