Emtelco
Emtelco S.A. is a Colombian customer experience and BPO provider founded in 2003, delivering omnichannel customer management across nine channels and six functional areas — service, sales, collections, I&R, service desk, and back office — to enterprise clients across Latin America.
- Company typePrivate
- Founded2003
- HeadquartersMedellín, Colombia
- Headcount5,001–10,000
- GTM typeB2B
- OfferingServices
What Emtelco does
Emtelco S.A. is a Colombian customer experience (CX) and business process outsourcing (BPO) provider founded in 2003 and headquartered in Medellín, Colombia. The company delivers omnichannel customer management services across nine communication channels — IVR, telephone, web chat, WhatsApp, social media, SMS, mobile apps, chatbots, and self-service kiosks — and across six functional business areas: customer service, sales, collections, installations and repairs (I&R), service desk, and operational back office. Its portfolio is organized into four service pillars: experience management (Gestión de Experiencias), digital solutions (Soluciones Digitales), analytics, and CX consulting. The platform is positioned around integration and interoperability across channels, with data analytics supporting CX performance measurement.
The company's offering is delivered through a customer experience platform combining agent-led service delivery with digital self-service channels. Technology differentiation is described around omnichannel routing and interaction management rather than proprietary AI/ML or patented IP; no patents, trademarks, or proprietary models are disclosed. Emtelco targets enterprise clients through a direct, consultative field-sales motion, supported by corporate social-media presence (LinkedIn, Facebook, Instagram, X, YouTube), content marketing via blog and newsletter, and a quote-based pricing model with multi-year service contracts.
Emtelco operates primarily in Colombia serving Latin American markets, has grown to 10,000+ employees, and is privately held under the legal name Emtelco S.A. (Sociedad Anónima). No public ticker, parent company, external investor, or financial-disclosure history is available. Revenue is generated through managed-service BPO contracts under custom enterprise pricing. Recent governance signals include a 2025 Sustainability & Management Report and updated Information Security (v9, 03/2025) and Data Protection (09/2025) policies, consistent with enterprise-procurement readiness.
Emtelco firmographics
Firmographics- Name
- Emtelco
- Legal name
- Emtelco S.A.
- Website
- https://emtelco.com.co
- Company type
- Private
- Founded year
- 2003
- Operating status
- Operating
- Headcount range
- 5,001–10,000 employees
- Short description
- Emtelco S.A. is a Colombian customer experience and BPO provider founded in 2003, delivering omnichannel customer management across nine channels and six functional areas — service, sales, collections, I&R, service desk, and back office — to enterprise clients across Latin America.
- Ownership category
- akta.pro rank
Emtelco industry classification
Industry- Product category
- Business Process Outsourcing (BPO) and Contact Center Services
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Office Administrative Services (5611)
- SIC
- Services-Help Supply Services (7363), Services-Facilities Support Management Services (8744)
- akta.pro primary industry
- General Customer Service (Order/Account/Inquiries) (BPAAABAA)
- akta.pro secondary industries
- Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Billing & Revenue Operations (Subscription/Usage Billing, Rating, Order-to-Cash Support) (BPAAAGAD)
Keywords
Where Emtelco is headquartered
LocationHeadquarters
- HQ city
- Medellín
- HQ country
- Colombia
- HQ region
- Latin America
Offices1 record
Markets served
Emtelco business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- BPO Services Revenue: Business process outsourcing services delivering customer experience management, digital solutions, and CX consulting to enterprise clients across multiple channels (IVR, phone, web chat, WhatsApp, social, SMS, apps, chatbot, kiosk). Revenue is generated through service contracts with enterprise customers across industries.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Enterprise custom pricing |
Go-to-market motion1 record
Distribution channels1 record
Marketing channels7 records
Emtelco product offering
Product offeringCore offering
Emtelco is a Colombian business process outsourcing (BPO) company that delivers customer experience management services across multiple communication channels (IVR, phone, web chat, WhatsApp, social media, SMS, apps, chatbot, and kiosks). The company offers end-to-end BPO services covering customer service, sales, collections, installations and repairs, service desk, and operational back office, supported by digital solutions, analytics, and CX consulting capabilities. It targets enterprise clients through direct, consultative sales with custom quote-based contracts.
Product overview
Emtelco is a customer experience (CX) solutions provider offering a comprehensive portfolio organized by service type, communication channel, and business area. By service type, the platform includes Gestion de experiencias (experience management), Soluciones digitales (digital solutions), Analytics (data analytics), and Consultoria CX (CX consulting). By channel, Emtelco supports interactions via IVR, telephone, Web Chat, WhatsApp, social media, SMS, mobile apps, chatbots, and kiosks. By business area, the solutions span customer service, sales, collections, installations and repairs (I&R), service desk, and operational back office. The product architecture functions as a modular platform enabling organizations to deploy omnichannel customer interaction capabilities tailored to specific operational needs across telecommunications, financial services, and other industries.
Differentiator
Problem solved
Functional benefit
Products and services
- Customer Service (Servicio al cliente)
Companies that use Emtelco
Customer profileSegments6 records
Ideal customer profiles1 record
Emtelco technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature4 records
Emtelco partnerships and signals
Strategic signalScale indicators1 record
Recent moves5 records
Expansion highlights6 records
Emtelco competitors and assessment
Company assessmentDirect peers
- Atento: Madrid-headquartered BPO and CX provider with particularly strong presence in Latin America (notably Brazil and the broader region). A near-direct competitor to Emtelco in Spanish-speaking LATAM CX outsourcing, including customer service, sales, and back office.
- Startek: Global CX and digital solutions provider with sizable operations in Colombia, Peru, and other LATAM markets. Direct competitor to Emtelco across customer service, sales, and collections BPO services.
- Foundever: Global CX and BPO company (formerly Sitel) with significant Latin American operations across multiple countries. Overlaps with Emtelco in omnichannel customer experience, sales, and back-office services for enterprise clients.
- IQor: Global BPO and customer experience outsourcer with operations across the Americas, including Latin America. Comparable to Emtelco across customer service, collections, and back-office services to enterprise clients.
- Konecta: Spain/LATAM BPO and CX outsourcer with major operations in Colombia, Peru, and across Latin America. Closely comparable to Emtelco in geographic focus, target customer base, and omnichannel service portfolio.
- Majorel: Global CX and BPO provider with strong presence in Latin America, including Colombia. Direct competitor to Emtelco in multichannel customer experience, sales support, and digital CX delivery.
- TTEC (teleTech): US-headquartered CX and BPO operator with significant nearshore and offshore delivery in Latin America. Comparable to Emtelco across customer service, sales, and digital CX services, with similar enterprise client focus.
Broad incumbents
- Concentrix: Large global CX and BPO provider serving enterprise clients across multiple verticals with comprehensive omnichannel, analytics, and digital capabilities. Overlaps with Emtelco's service portfolio, particularly in customer service, sales, and collections outsourcing.
- Teleperformance: Global leader in customer experience management and omnichannel contact center outsourcing with major operations across Latin America. Comparable to Emtelco as a direct competitor in the CX/BPO space, but at significantly larger scale and broader geographic footprint.
Others
- Genesys: Major CX platform and contact center software provider rather than a BPO operator. Comparable because Genesys enables the same omnichannel routing, analytics, and AI-driven automation that Emtelco delivers on top of its BPO services — a potential technology partner or competitor for technology-led transformation deals.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key highlights6 records
Customer concentration
Emtelco social profiles
Digital presenceEmtelco financial estimates
Financial estimateRevenue estimate
Valuation estimate
Emtelco leadership team
Management profileNumber of profiles
Emtelco funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Emtelco M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Emtelco
What does Emtelco do?
Emtelco is a Colombian business process outsourcing (BPO) company that delivers customer experience management services across multiple communication channels (IVR, phone, web chat, WhatsApp, social media, SMS, apps, chatbot, and kiosks). The company offers end-to-end BPO services covering customer service, sales, collections, installations and repairs, service desk, and operational back office, supported by digital solutions, analytics, and CX consulting capabilities. It targets enterprise clients through direct, consultative sales with custom quote-based contracts.
When was Emtelco founded?
Emtelco was founded in 2003. It employs 5,001 to 10,000 people.
Where is Emtelco based?
Emtelco is headquartered in Medellín, Colombia, in the Latin America region.
How does Emtelco make money?
One revenue line is on record: BPO Services Revenue.
Who are Emtelco's main competitors?
Direct peers on record are Atento, Startek, Foundever, IQor, Konecta, Majorel and TTEC (teleTech). Broad incumbents are Concentrix and Teleperformance. Genesys is listed as an others.
Does Emtelco have an API?
No public API is recorded for Emtelco.
What industry is Emtelco in?
Emtelco's product category is Business Process Outsourcing (BPO) and Contact Center Services. Its primary akta.pro industry code is BPAAABAA, General Customer Service (Order/Account/Inquiries), with a secondary code of BPAAABAN, Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations. Its NAICS code is 56142 and its SIC code is 7363.