What Protocall does

Protocall 2009 Web- és Telemarketing Kft. (operating as Protocall) is a privately held Hungarian full-service contact center founded in 2009 and headquartered in Budapest. The company operates more than 350 workstations, handles approximately 7 million customer contacts per year across at least 8 languages, and serves large enterprise clients in telecommunications (Yettel Magyarország), banking (MBH Bank), insurance (Colonnade Insurance), financial services (Provident Pénzügyi), and retail (Praktiker), with a ~10-year anchor relationship with Yettel.

The company is organized around four core service lines: inbound multichannel customer service (phone, email, chat, social media), outbound sales and telemarketing campaigns, AI and digital solutions (including a named AI voice agent 'Alina', chatbots, knowledge-base assistants, AI quality management, and hybrid AI+live voice), and customer service consulting and training. Technology is delivered through co-development with unnamed strategic AI partners and integrates with client CRM and ticketing platforms. Protocall is GDPR-compliant and reports quantifiable outcomes including 95%+ customer satisfaction, near-99% SLA compliance, +23% first-contact resolution improvement, and up to 30% cost savings through AI.

Revenue is generated primarily through managed services contracts with dedicated or shared team models, supplemented by professional services (outbound campaigns, consulting, training) and AI module subscriptions. Pricing is custom, billed via multi-year dedicated contracts, monthly shared-team engagements, or pay-as-you-go usage terms. Distribution is direct enterprise field sales within Hungary, supplemented by referral partnerships with Profield, Brightly, and Prohuman, and ecosystem positioning through CONTACT, Hungary's largest customer relationship platform, of which Protocall is co-founder and patron.

Name

Protocall

Legal name

Protocall 2009 Web- és Telemarketing Kft.

Website

https://protocall.hu

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

101–250 employees

Short description

Protocall is a Hungarian full-service contact center providing inbound customer service, outbound sales campaigns, AI-driven digital solutions, and consulting to enterprise clients in telecom, banking, insurance, retail, and financial services.

Ownership category

akta.pro rank

Product category

Contact Center Services

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Telephone Call Centers (56142), Computer Systems Design and Related Services (5415), Professional and Management Development Training (61143)

SIC

Services-Management Services (8741), Services-Management Consulting Services (8742), Services-Computer Programming Services (7371)

akta.pro primary industry

Service Desk & ITSM Outsourcing (BPAEAMAF)

akta.pro secondary industries

Billing, Payments & Account Administration Centers (BPAAAAAF), ITIL/ITSM Process Consulting & Implementation (BPAEAJAB)

Keywords

• Contact center services
• Customer service outsourcing
• Inbound customer support
• Outbound telemarketing
• AI customer service

Headquarters

HQ city

Tuzsér

HQ country

Hungary

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

Revenue model

1. Inbound Customer Service: Managed services revenue from providing inbound customer service across phone, email, chat, and social media. Offered via dedicated or shared team models, with 24/7 or regular hours availability. Pricing models include dedicated, shared, and time-based options.
2. Outbound Campaign Services: Revenue from managing outbound telemarketing campaigns including direct/indirect sales, cross/upselling, appointment setting, customer reactivation, soft collection, surveys, and opinion polling. Includes database provision, script development, and quality monitoring.
3. Consulting & Training: Revenue from customer service and contact center consulting (audits, cost-efficiency analysis, HR/process optimization, system implementation support, IT security) and targeted training programs built on tens of millions of interactions and thousands of hours of experience.
4. AI & Digital Solutions: Revenue from AI-powered tools including virtual assistants (voice agent, sales assistant), chatbots, interactive AI menus, knowledge-base assistants, automated outbound calls, AI-based quality management, and hybrid AI+live voice solutions. Delivered with strategic technology partners.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels6 records

Core offering

Protocall operates a full-service contact and call center delivering inbound customer service, outbound sales/marketing campaigns, AI and digital solutions (voice agents, chatbots, knowledge-base assistants, AI quality management), and consulting/training services. It runs over 350 workstations handling approximately 7 million customer contacts per year in at least 8 languages, serving enterprise and mid-market clients primarily in Hungary across telecom, banking, insurance, retail, and financial services.

Product overview

Protocall is a full-service contact center operating as a unified platform with four core service lines: Inbound Customer Service, Outbound Campaigns, AI and Digital Solutions, and Consulting & Training. The AI and Digital Solutions portfolio includes multiple AI-powered modules (Virtual Customer Service Assistant with named agent Alina, Virtual Sales Assistant, Interactive AI Menu System, Automated Outbound Calls, Chatbot, Knowledge Base Assistant, AI-based Quality Management, and Hybrid AI+Live Voice) that work together to provide 24/7 availability and cost savings of up to 30%. Services are delivered flexibly with dedicated or shared teams, supporting multiple languages and channels (phone, email, chat, social media).

Differentiator

Problem solved

Functional benefit

Products and services

• Inbound Customer Service Multi-channel inbound customer service covering phone, email, chat, and social media, offered with dedicated or shared teams, 24/7 or regular-hour availability, and support in 8+ languages including Hungarian and foreign languages. Designed for enterprises needing reliable, scalable customer support with CRM and ticketing system integration.
• Outbound Campaigns
• AI and Digital Solutions
• Consulting & Training

Quantifiable outcome

• 95%+ customer satisfaction in multichannel customer service deployments
• +7 more outcomes

Named customers6 records

Segments4 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability6 records

Feature8 records

Partnerships

Five partnerships are on record, tiered core and minor.

• AI Strategic Partners (unnamed)coreTechnology or IntegrationProtocall co-develops AI solutions (voice agents, chatbots, AI quality management, etc.) with multiple strategic technology partners. These partnerships enable proprietary AI tools such as 'Alina' the voice agent, interactive AI menu systems, and hybrid AI+live voice solutions. The partnerships are described as 'developed with strategic partners' and are central to Protocall's digital transformation offering.
• CONTACTcoreStrategic or Co-development PartnerCONTACT is Hungary's largest customer relationship platform. Protocall is a co-founder and patron of CONTACT. This partnership positions Protocall as an industry leader and thought leader in Hungary's contact center sector, providing networking, industry standards advocacy, and ecosystem development.
• ProfieldminorStrategic or Co-development PartnerProfield provides point-of-sale marketing, merchandising solutions, logistics, and packaging base, as well as sales outsourcing. Listed as a partner in Protocall's 'best team' collaboration network.
• BrightlyminorStrategic or Co-development PartnerBrightly is a classic ATL, BTL, and online agency providing event marketing, PR solutions, and corporate communication services. Listed as a partner in Protocall's collaboration network.
• ProhumanminorChannel Partner/ Reseller/ DistributorProhuman provides temporary staffing, recruitment, and comprehensive HR services. Enables Protocall to access additional staffing resources for large campaign scaling.

Scale indicators10 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• Webhelp (now Concentrix+Webhelp): European-origin BPO with multilingual customer experience operations. Comparable in service mix (inbound, outbound, digital) and target verticals to Protocall, with greater scale and recent consolidation activity.
• Teleperformance: World's largest BPO/CX outsourcer with operations in Hungary and across CEE. Competes head-to-head with Protocall for multilingual enterprise customer service contracts, with materially larger scale and AI investments.
• Concentrix: Global customer experience/BPO leader with established Hungarian operations offering inbound, outbound, and digital customer service. Closest large-scale peer to Protocall in terms of multilingual enterprise contact center services.
• Transcom: European-headquartered BPO focused on customer experience with operations across multiple languages and geographies. Directly comparable multilingual contact center model to Protocall, including AI-enabled hybrid delivery.
• Foundever (formerly Sitel/SYKES): Global CX and BPO provider with Hungarian delivery centers offering inbound/outbound customer service, digital, and AI-augmented support — directly overlapping with Protocall's core service portfolio.
• Majorel (now part of Teleperformance): European CX/BPO with strong multilingual delivery in CEE including Hungary, serving enterprise clients across telecom, banking, and retail — highly comparable client mix to Protocall's Yettel, MBH, Praktiker, and Colonnade engagements.

Broad incumbents

• Genpact: Global professional services and BPO firm with significant CX practice. Larger scale and broader scope than Protocall, but directly comparable on enterprise customer service transformation and managed services.
• Conduent: US-listed business process services provider with global customer experience operations. Larger and more diversified, but overlaps with Protocall on enterprise customer management BPO engagements.
• Arvato (Bertelsmann): German-headquartered BPO with global customer service operations including CEE. Offers a broader portfolio (supply chain, finance, IT) but competes for the same enterprise CX contracts as Protocall.
• TTEC Holdings: Global CX technology and services company combining AI/digital platforms with contact center delivery. Competes with Protocall for enterprise customer service outsourcing, especially for digital transformation engagements.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/protocallkft
• LinkedInlinkedin.com/company/protocall-2009-web-%C3%A9s-telemarketing-kft-

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

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 Protocall