Arc Solutions
Arc Solutions is a private enterprise contact center software vendor offering omnichannel, AI-powered, workforce engagement, and unified communications solutions across cloud, on-premises, and hybrid deployments for organizations ranging from small help desks to 500+ agent enterprise contact centers.
- Company typePrivate
- Founded1984
- HeadquartersDurham, United States
- Headcount5,001–10,000
- GTM typeB2B
- OfferingSoftware
What Arc Solutions does
Arc Solutions is a private, enterprise-focused contact center software vendor headquartered in Durham, United States, with reported operations tracing back to 1984 and a headcount in the 5,001–10,000 range. The company delivers a broad omnichannel contact center portfolio built around a platform-plus-modules architecture, comprising core CCaaS/on-premises/hybrid deployment options (including a white-label offering for service providers), AI-powered automation and analytics (EnghouseAI, AI Quality Management, AI Insights, Virtual Agents), workforce engagement management (WFM, recording, quality management, agent training), outbound communications (predictive dialing, campaign management), self-service (IVR with speech recognition and voice biometrics, knowledge management), and adjacent capabilities such as video collaboration (Vidyo), attendant consoles for Cisco/Avaya/Ribbon/Microsoft Teams, media processing, and fax server software.
The company's go-to-market is a direct enterprise sales motion segmented by company size (Small 10–250 agents, Medium 250–500, Enterprise 500+) and by vertical (Financial Services, Healthcare, Public Sector including Control Rooms, Subscription-based Media, BPOs/Outsourcers), with localization across nine languages and regions. Marketing leverages content (blog), webinars, industry events, and case studies. Pricing is not publicly disclosed across the portfolio.
Disclosed financial signal is limited: two small equity rounds in 2006–2007 totaling approximately $3.0M from Advantage Capital and Enhanced Capital Partners, with no subsequent funding, M&A, leadership, or revenue disclosures. The mismatch between a very small disclosed funding history and a five-figure headcount suggests the company is either self-funded, a subsidiary of a larger parent enterprise, or that the operating entity captured in the data is materially larger than the fundraising record implies.
Arc Solutions firmographics
Firmographics- Name
- Arc Solutions
- Website
- https://arcsolutions.com
- Company type
- Private
- Founded year
- 1984
- Headcount range
- 5,001–10,000 employees
- Short description
- Arc Solutions is a private enterprise contact center software vendor offering omnichannel, AI-powered, workforce engagement, and unified communications solutions across cloud, on-premises, and hybrid deployments for organizations ranging from small help desks to 500+ agent enterprise contact centers.
- Ownership category
- akta.pro rank
Arc Solutions industry classification
Industry- Product category
- Contact Center Software
- NAICS
- Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821), Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373), Services-Telephone Interconnect Systems (7385)
- akta.pro primary industry
- Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)
- akta.pro secondary industries
- General Customer Service & Contact Center Operations (BPAAAAAA), Enterprise Integration, iPaaS & Middleware Services (API/EDI) (BPAEAGAH)
Keywords
Where Arc Solutions is headquartered
LocationHeadquarters
- HQ city
- Durham
- HQ country
- United States
- HQ region
- North America
Markets served
Arc Solutions business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations
Distribution channels3 records
Marketing channels4 records
Arc Solutions product offering
Product offeringCore offering
Arc Solutions delivers contact center software solutions with omnichannel capabilities, AI-powered automation, and workforce engagement management. The offering includes core contact center platforms (cloud, on-premises, and hybrid deployment), AI-driven virtual agents and quality management, workforce management, outbound dialing, IVR with voice biometrics, and unified communications integrations for Cisco, Avaya, Ribbon, and Microsoft Teams environments. The company sells to enterprise, mid-market, and small contact centers across financial services, healthcare, public sector, media, and BPO/outsourcer verticals.
Product overview
Enghouse Interactive delivers a broad portfolio of contact center software solutions designed to transform customer experiences. The offering is a platform-plus-modules architecture comprising: core contact center platforms (CxEngage, Cloud Contact Center/CCaaS, On-Premises/Private Cloud, White Label); AI-powered automation including EnghouseAI with Virtual Agents, AI Quality Management, and AI Insights (Voice of the Customer); workforce engagement tools (Recording & Quality Management, Workforce Management, Agent Training); outbound communications (Predictive Dialing, Campaign Management); self-service solutions (IVR with speech recognition and voice biometrics, Knowledge Management); video collaboration via Vidyo; unified communications integrations (Attendant Consoles for Cisco, Avaya, Ribbon, and Microsoft Teams); and supporting technologies including media processing, fax server, analytics, and survey management. The company emphasizes deployment flexibility with Cloud, On-Premises, or Hybrid options.
Differentiator
Problem solved
Functional benefit
Products and services
- EnghouseAI Practical AI platform for smarter customer experience (CX), powering voice of customer analysis, automated quality management, and virtual agents.
- CxEngage Comprehensive contact center platform enabling omnichannel customer engagement.
- Enghouse Cloud Contact Center (CCaaS) Cloud-based contact center as a service solution for smarter conversations and happier customers.
- On Premises/Private Cloud Contact Center Contact center solution deployed on-premises or in private cloud environments for organizations requiring local control.
- White Label Contact Center White-label contact center solution for service providers to brand and resell.
- Recording & Quality Management HD call recording with keyword indexing, timestamping, and encryption for compliance and quality assurance.
- AI Quality Management Automated quality management that evaluates 100% of agent interactions consistently, comprehensively, and without bias.
- AI Insights (Voice of the Customer) AI-powered voice of the customer analytics for actionable insights from customer interactions.
- Virtual Agents AI-powered virtual agents for automating customer service interactions.
- Workforce Management (WFM) Workforce management solution for efficient staffing and resource optimization in contact centers.
- Agent Training and Onboarding Solutions for optimizing contact center agent skills and engagement while improving customer experiences.
- Predictive & Automated Dialing Predictive dialer technology for efficient outbound campaign management.
- Campaign Management & Analytics Outbound campaign management and analytics for proactive customer engagement.
- Attendant Consoles Attendant console solutions for Cisco, Avaya, and Ribbon communications platforms.
- Attendant Console for Teams Microsoft Teams-compatible attendant console solution.
- IVR and Self Service Interactive voice response and self-service solutions including speech recognition and voice biometrics.
- Knowledge Management Knowledge management solution for customer self-service and agent assistance.
- Media Processing Media server software for communications processing.
- Fax Server Software Fax server solutions for document transmission in enterprise environments.
- Video Collaboration (Vidyo) Integrated video collaboration solution powered by Vidyo.
- Analytics Call center quality-monitoring and analytics program for assessing application and infrastructure performance.
- Survey Management Survey management solution for customer feedback collection.
Quantifiable outcome
- Transforms call center from cost center to powerful growth engine
Companies that use Arc Solutions
Customer profileSegments8 records
Ideal customer profiles7 records
Arc Solutions technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration12 records
AI capability5 records
Arc Solutions partnerships and signals
Strategic signalScale indicators1 record
Recent moves5 records
Expansion highlights5 records
Arc Solutions competitors and assessment
Company assessmentDirect peers
- Five9: Cloud-native CCaaS provider serving enterprise and mid-market customers with AI-driven automation and digital engagement. Direct competitor, especially in new cloud deals.
- Genesys: Large CCaaS and customer experience platform vendor with cloud and on-premises deployments and a broad AI feature set. Closest direct competitor given overlapping omnichannel, WEM, and AI capabilities targeting enterprise contact centers.
- Talkdesk: Cloud-native CCaaS vendor with strong AI/virtual agent capabilities targeting enterprise CX. Direct competitor in the cloud segment overlapping with the company's CCaaS offering.
- 8x8: Unified communications and contact center provider offering cloud-based UCaaS and CCaaS. Direct competitor in mid-market and enterprise, with overlap in Microsoft Teams integrations.
- RingCentral: Cloud UCaaS and CCaaS provider with strong SMB and mid-market presence. Overlaps with the company's mid-market and Teams-integrated offerings.
- NICE: NICE CXone is a cloud-native CCaaS platform with deep WEM, analytics, and AI offerings. Direct competitor in enterprise and mid-market contact center software.
Broad incumbents
- Cisco (Webex Contact Center): Cisco provides Webex Contact Center as part of its broader collaboration portfolio. While the company integrates with Cisco, Cisco is also a broad incumbent competitor in the same customer base.
- Avaya: Avaya offers its own contact center solutions alongside UC, overlapping with the company's installed-base integrations. Broad incumbent with comparable on-premises and hybrid deployment options.
- Microsoft (Dynamics 365 Customer Service): Microsoft's Dynamics 365 Contact Center and Teams-native contact center capabilities represent a broad incumbent competitor and channel partner, especially in Microsoft-centric enterprise environments.
Emerging players
- Vonage (Contact Center): Vonage, now part of Ericsson, offers cloud contact center solutions leveraging its communications APIs. Overlaps in cloud CCaaS and AI-powered customer engagement.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat4 records
Key risks6 records
Key highlights6 records
Customer concentration
Arc Solutions social profiles
Digital presenceArc Solutions financial estimates
Financial estimateRevenue estimate
Valuation estimate
Arc Solutions leadership team
Management profileNumber of profiles
Arc Solutions funding detail
Funding detailFunding overview
Funding rounds2 records
Investors2 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Arc Solutions 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 Arc Solutions
What does Arc Solutions do?
Arc Solutions delivers contact center software solutions with omnichannel capabilities, AI-powered automation, and workforce engagement management. The offering includes core contact center platforms (cloud, on-premises, and hybrid deployment), AI-driven virtual agents and quality management, workforce management, outbound dialing, IVR with voice biometrics, and unified communications integrations for Cisco, Avaya, Ribbon, and Microsoft Teams environments. The company sells to enterprise, mid-market, and small contact centers across financial services, healthcare, public sector, media, and BPO/outsourcer verticals.
When was Arc Solutions founded?
Arc Solutions was founded in 1984. It employs 5,001 to 10,000 people.
Where is Arc Solutions based?
Arc Solutions is headquartered in Durham, United States, in the North America region.
Who are Arc Solutions's main competitors?
Direct peers on record are Five9, Genesys, Talkdesk, 8x8, RingCentral and NICE. Broad incumbents are Cisco (Webex Contact Center), Avaya and Microsoft (Dynamics 365 Customer Service). Vonage (Contact Center) is listed as an emerging player.
Does Arc Solutions have an API?
No public API is recorded for Arc Solutions.
What industry is Arc Solutions in?
Arc Solutions's product category is Contact Center Software. Its primary akta.pro industry code is HDAIAHAF, Contact Center (CCaaS) & Customer Engagement Voice, with a secondary code of BPAAAAAA, General Customer Service & Contact Center Operations. Its NAICS code is 51821 and its SIC code is 7372.