What AeC does

AeC is a Brazilian customer relationship management and business process outsourcing (BPO) company, founded in 1991 (operating for 34 years) and headquartered in Belo Horizonte, Minas Gerais. The company delivers end-to-end customer management services spanning atendimento (customer care), backoffice, cobrança (collections), retenção (retention), and vendas (sales) to large enterprise clients primarily in financial services, insurance, telecommunications, and digital-native verticals. Services are delivered through 24 operational units across 7 states and 16 cities in Brazil, supplemented by a work-from-home infrastructure supporting 18,000 remote employees.

The technology stack centers on a cloud-based omnichannel platform integrating voice, WhatsApp, webchat, social media, and Facebook Messenger, layered with AI-powered conversational bots (chat, voice, video), intelligent IVRs, speech analytics, predictive models, RPA, and a Digital Monitoring Center (CMD). Internal tools include the RHight recruitment platform and the Robbyson AI platform. The infrastructure runs on Microsoft Azure Virtual Desktop Infrastructure powered by AMD EPYC processors (15,000 vCPUs), following a 2025 migration from Intel that delivered a 30% cost reduction. The company is LGPD-compliant and holds Meta Business Partner status.

AeC's go-to-market is enterprise sales-led, offering customized multi-year BPO contracts and consulting engagements priced per scope (agent hours, technology platforms, managed services) without public rate cards. Revenue is generated from long-term enterprise contracts with a consultative 'Fale com especialista' sales motion targeting VPs of Customer Service and C-level decision-makers. Distribution is direct within Brazil, with no disclosed international expansion and revenue figures not publicly reported.

Name

AeC

Legal name

AeC

Website

https://aec.com.br

Company type

Private

Founded year

1991

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

AeC is a Brazilian customer relationship management and BPO provider, founded in 1991, operating 24 units across 7 states with 18,000 work-from-home employees serving large enterprises in financial services, insurance, telecom, and digital segments via omnichannel, AI-powered, and customized multi-year outsourcing contracts.

Ownership category

akta.pro rank

Product category

Customer Relationship Management & Business Process Outsourcing Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Management Consulting Services (54161)

SIC

Services-Management Services (8741), Services-Management Consulting Services (8742)

akta.pro primary industry

Billing, Payments & Account Administration Centers (BPAAAAAF)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Billing & Revenue Operations (Subscription/Usage Billing, Rating, Order-to-Cash Support) (BPAAAGAD), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)

Keywords

• Customer relationship management
• Business process outsourcing
• Contact center services
• Customer experience solutions
• Back-office processing

Headquarters

HQ city

Belo Horizonte

HQ country

Brazil

HQ region

Latin America

Offices13 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO/Outsourcing Services: AeC provides business process outsourcing (BPO) for customer relationship management, including customized projects, consulting in customer service and technology. Revenue is generated through long-term contracts with corporate clients, charging for agent/operator hours, technology platforms, and managed services. The company designs solutions for any type of business with projects customized per client.
2. Technology and Digital Solutions: Sale of digital solutions including omnichannel platforms, AI chatbots, voice bots, speech analytics, and monitoring tools as part of integrated service packages.
3. Professional Services: Consulting services for customer experience transformation, process redesign, agent training, and digital transformation projects.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels6 records

Core offering

AeC provides customized customer relationship management and business process outsourcing (BPO) services for enterprise clients in Brazil, including contact center operations (voice, WhatsApp, chat, social media), back-office processing, debt collection, customer retention, and sales support. It bundles these services with proprietary technology platforms — an omnichannel platform, AI-powered chatbots and voice bots, speech analytics, intelligent IVRs, and RPA — delivered via managed long-term contracts. AeC also offers consulting and the AeC Experience Journey methodology to redesign customer experience processes and implement digital transformation for corporate clients.

Product overview

AeC is Brazil's largest customer relationship company with 34 years of history, operating across 24 units in 7 states and 16 cities. It offers a portfolio of integrated customer management services built around the concept of 'Tecnologia + Calor Humano' (Technology + Human Warmth). Its core offerings span Soluções Digitais (Digital Solutions), Omnichannel, and Home Office platforms, supported by specialized services in Atendimento (customer care), BackOffice, Cobrança (collections), Retenção (retention), and Vendas (sales). Key technology features include Speech Analytics, predictive models, Chat/Voice/Video Bots, intelligent IVRs, automation (RPA), CRM and workflow tools, social media monitoring, and a Centro de Monitoramento Digital (CMD). The AeC Experience Journey methodology unifies Employee Experience, Customer Experience, and Digital Transformation into a cohesive service framework.

Differentiator

Problem solved

Functional benefit

Brands

• AeC Juazeiro do Norte: AeC operational unit located in Juazeiro do Norte, Ceará.
• AeC Mossoró
• AeC Campina Grande
• AeC João Pessoa (JP1, JP3)
• AeC Arapiraca
• AeC Montes Claros (MOC1, MOC3)
• AeC Governador Valadares (GV1)
• AeC Belo Horizonte (Estação, Orion, Espírito Santo I, Espírito Santo III)
• AeC Rio de Janeiro
• AeC Campinas
• AeC São Paulo (Rochaverá, Silvio Romero, Pinheiros, Vila Mariana, Paramount, Bonfiglioli)
• RHight
• Centro de Monitoramento Digital (CMD)

Products and services

• Soluções Digitais (Digital Solutions) Integrated suite of digital tools enabling omnichannel customer interactions (WhatsApp, Google Assistant, webchats, Facebook Messenger, voice), AI-powered active and receptive bots, digital IVR, cognitive services, Speech Analytics, predictive models, and RPA, structured around agility, projects, and governance pillars for enterprise client deployments.
• Omnichannel Omnichannel customer service platform with plug-and-play setup, modular configurations, unified data management, flow orchestration, social media support, contact routing, legacy system integration, and contact tracking for control and audits; integrates with existing client CRM or provides its own.
• Home Office (Remote Customer Service Operations) Remote work solution for customer service operations covering talent recruitment, training, technology management, and data governance aligned with LGPD, enabling distributed customer care teams at scale for enterprise clients.
• Atendimento (Customer Care) Core customer service operations combining respect, empathy, individualization, training, technology, and structured processes to deliver multichannel customer interactions for enterprise clients.
• BackOffice Back-office processing services utilizing machine learning and AI to deliver structured, interconnected processes per client, operated by a team of nearly 2,000 specialized operators.
• Cobrança (Collections) Debt collection and billing services using data analytics, established business rules, and automation technology to resolve accounts quickly while optimizing resources for enterprise clients.
• Retenção (Retention) Customer retention and loyalty services focused on understanding and meeting client expectations to generate satisfaction and long-term customer loyalty for enterprise clients.
• Vendas (Sales Support) Sales support services that add value to client offerings and work with customer rewards, helping partners maintain business prominence through targeted sales campaigns.
• Customer Experience (Cx) Consulting Services Consulting and managed services focused on improving customer satisfaction and resolution rates, using data analytics, process redesign, agent training, and digital transformation to achieve measurable outcomes in customer care operations.
• Jornada de Experiência AeC (AeC Experience Journey) AeC's structured customer and employee experience improvement methodology built on three pillars — Employee Experience, Customer Experience, and Digital Transformation — combining technology with human warmth into a single transformation offering for enterprise clients.

Quantifiable outcome

• Voice channel resolution rate increased from baseline to 85%, surpassing the client's 80% target, an improvement of 11.4% in a 12-month period.
• +3 more outcomes

Named customers2 records

Segments6 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

Feature9 records

Partnerships

Three partnerships are on record, tiered core.

• Microsoft AzurecoreTechnology or Integration · 13 January 2026Microsoft Azure orchestrated AeC's migration of its Virtual Desktop Infrastructure from Intel to AMD EPYC Server CPUs. Azure provided the cloud infrastructure platform enabling 15,000 AMD EPYC vCPU cores for 18,000 work-from-home employees, achieving 30% cost reduction and 100% VDI workload migration. The partnership is strategic as it underpins AeC's entire remote work operation supporting major corporate clients.
• AMDcoreTechnology or Integration · 13 January 2026AMD supplied EPYC Server CPUs for AeC's Azure Virtual Desktop Infrastructure, replacing Intel processors. 15,000 AMD EPYC vCPU cores now support 18,000 work-from-home employees with 100% of VDI workloads running on AMD. AeC plans to upgrade to 5th Gen AMD EPYC CPUs as it continues expanding remote work operations.
• MetacoreChannel Partner/ Reseller/ DistributorAeC is a Meta Business Partner, enabling integration with Meta's platforms including WhatsApp Business API and Facebook Messenger for customer engagement. This partnership supports AeC's omnichannel strategy and digital solution offerings for enterprise clients.

Scale indicators9 records

Recent moves5 records

Expansion highlights5 records

Others

• Genesys: Genesys is a leading cloud contact center platform vendor whose technology AeC's omnichannel stack competes with or integrates alongside. As an ecosystem peer, Genesys defines the technology standard for contact center platforms that AeC and its competitors build on or differentiate against.

Regional players

• Algar Tech: Algar Tech is a Brazilian IT/BPO provider offering CX outsourcing, omnichannel, and digital services to enterprise clients across multiple verticals, headquartered in Brazil. It is a regional Latin American peer to AeC with comparable customer base and delivery model.

Broad incumbents

• Teleperformance: Teleperformance is the world's largest BPO/CX provider with significant Brazilian delivery operations targeting the same enterprise client base (banks, insurers, telecoms) as AeC. Comparable in omnichannel, AI, and analytics capabilities, but with global scale and a much broader geographic footprint.
• Concentrix: Concentrix is a global CX/BPO leader that acquired the Brazilian Webhelp/bpo's rivals and serves large enterprise clients with omnichannel customer management. It competes with AeC for the same enterprise RFPs and brings more extensive technology and analytics offerings.
• Foundever (formerly Sitel/Sykes): Foundever is a major global BPO/CX operator with Brazilian delivery capabilities, targeting similar verticals (banking, insurance, telecom). Competes head-to-head with AeC on enterprise CX outsourcing contracts in Brazil and other markets.
• TTEC (TeleTech): TTEC is a global CX technology and services company combining BPO with digital customer experience platforms. It competes in the same enterprise CX outsourcing and contact-center services category as AeC, with overlapping verticals and technology-enabled service delivery.

Emerging players

• NICE (NICE inContact / CXone): NICE is a major vendor of CX analytics, speech analytics, and workforce engagement management tools that overlap with AeC's speech analytics, predictive modeling, and CRM/workflow features. Comparable as a technology-adjacent peer in the contact center and voice analytics space.

Direct peers

• Atento: Atento is one of the largest customer relationship and BPO providers in Latin America, operating multilingual contact centers across multiple verticals with very similar offerings to AeC. It is the most direct competitor in the Brazilian and broader LATAM BPO market.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/grupo-a&c
• Xx.com/aecoficial
• Facebookfacebook.com/aecbpo

Compliance2 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 AeC