Central de Relacionamento com Clientes - CRC

What Central de Relacionamento com Clientes - CRC does

Central de Relacionamento com Clientes (CRC), founded in 2003 in Fortaleza, Ceará, is a Brazilian credit recovery and customer relationship management company that was acquired by Almaviva Group in March 2022 as part of the Italian conglomerate's Brazilian expansion strategy. CRC now operates within Almaviva Experience (AlmavivA do Brasil), one of the largest Customer Experience and business process outsourcing (BPO) platforms in Brazil, employing approximately 37,000 people across 15-16 operational units in 11 cities and reporting annual gross revenue of R$1.5 billion. CRC contributed R$220 million of debt collection and CRM BPO revenue at the time of acquisition and was integrated to strengthen Almaviva's leadership in the credit recovery segment.

The company delivers services through a proprietary "people-centered" technology platform built on natural language interpretation, supporting both human-to-human and human-to-machine interactions across voice, text, and digital channels. Core product modules include AV Quality (Voice of the Customer analytics with AI), AV Home (home-based customer service operations using VDI, facial recognition, and biometrics, positioned as the largest outsourced home-based operation in Brazil since 2015), AV Digital X (omnichannel digital experience with social media monitoring and BI), AV Active (sales and collection automation using the NOC operations control network with propensity and score models), AV IA (AI-driven RPA for end-to-end process automation), and Trade Marketing (field service strategy). Underlying capabilities include natural language IVRs, virtual assistants, semantic search, speech analytics, knowledge management, smart training, and automated sales audits based on speech technology. The technology stack is supported by Almawave, a wholly-owned Almaviva subsidiary dedicated to natural language processing and AI.

Almaviva Experience/CRC generates revenue primarily through enterprise BPO contracts with multi-year terms, serving large companies across healthcare, financial services, telecommunications, retail, industrial, and credit recovery sectors. The go-to-market model is sales-led with direct commercial engagement ([email protected]), supplemented by channel partnerships including the Sine public employment service in Maceió for workforce recruitment. The platform handles approximately 350 million customer interactions annually, with roughly one-third conducted through digital channels, and maintains ISO 27001, 27002, and 27701 certifications alongside full LGPD compliance. The company is led by Marco Tripi (President) and Francesco Renzetti (CEO of AlmavivA do Brasil), with a broader management team including CXO and VP-level roles across commercial, operations, technology, finance, and client relationship functions.

Name

Central de Relacionamento com Clientes - CRC

Legal name

Almaviva Experience Telemarketing e Informática S.A.

Website

https://almavivaexperience.com.br

Company type

Private

Founded year

2003

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

CRC (Central de Relacionamento com Clientes), founded in 2003 in Fortaleza, Brazil, is a credit recovery and CRM BPO subsidiary of Almaviva Group (acquired March 2022) serving large enterprise clients in healthcare, finance, telecommunications, and retail across Brazil.

Ownership category

akta.pro rank

Product category

Customer Experience / CRM BPO Services

NAICS

Telephone Call Centers (56142)

SIC

Services-Consumer Credit Reporting, Collection Agencies (7320)

akta.pro primary industry

Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK)

akta.pro secondary industries

Customer Service, Support & Contact Center CRM (HDAEAFAC), CRM Managed Services & Support (BPAEAGAD), Customer Success & Account Management CRM (HDAEAFAD)

Keywords

• Contact center BPO
• Customer experience management
• Debt collection services
• Multichannel customer engagement
• CRM outsourcing

Headquarters

HQ city

Fortaleza, Ceará

HQ country

Brazil

HQ region

Latin America

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. CRM BPO Services: Business process outsourcing services for customer relationship management including contact center operations, customer service, and support services for large enterprise clients across multiple sectors.
2. Debt Collection Services: Collection services (Debt Collection) as one of the core competencies, with CRC acquisition strengthening this segment.
3. Digital Customer Experience Solutions: Multi-channel customer experience strategy solutions including AV Digital X, AV Active, and AI-driven automation services.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels4 records

Core offering

CRC is a B2B contact center and CRM BPO provider specializing in customer relationship management, debt collection/credit recovery, and multi-channel customer experience services for large enterprise clients across healthcare, finance, telecommunications, and retail sectors. Following its acquisition by Almaviva Group in 2022, CRC operates as part of Almaviva Experience's people-centered technology platform delivering AI-driven automation, omnichannel engagement, and home-based operations.

Product overview

Almaviva Experience operates a platform-plus-modules architecture for Customer Experience and CRM BPO services. The core offering is built on proprietary people-centered technology based on natural language interpretation. The main product modules include: AV Quality (Voice of Customer analytics), AV Home (home-based customer service operations), AV Digital X (omnichannel digital experience), AV Active (sales and collection automation), AV IA (AI/RPA automation), and Trade Marketing (field service). Supporting technology features include Virtual Assistants, Natural Language IVRs, Knowledge Management, Speech & Analytics, and Smart Training. The company also acquired CRC (Central de Relacionamento com Clientes), a leader in the credit recovery segment in Brazil.

Differentiator

Problem solved

Functional benefit

Brands

• Almawave: Proprietary technology company focused on natural language processing and artificial intelligence, part of the Almaviva conglomerate.
• AV Quality
• AV Home
• AV Digital X
• AV Active
• AV IA
• Trade Marketing

Products and services

• AV Quality Voice of the Customer solution that analyzes customer experience and enhances operations management process through multiple monitoring tools combined with Quality area expertise, using Artificial Intelligence as an engine of innovation.
• AV Home Customer services solution for operations with specific needs, contingency and onboarding moments, featuring differentiated costs, better agent quality of life, VDI technology, facial recognition and biometrics. Largest outsourced home-based operations in Brazil since 2015.
• AV Digital X Multi-channel Customer Experience strategy solution for digital customers seeking agile and uniform response. Features omnichannel vision, specific tools, social media monitoring systems, and exhaustive BI for new strategies.
• AV Active High performance solution for active operations using efficiency-driving strategies and tools. Includes NOC (Almaviva Operations Control Network) with propensity and score models, multichannel platforms, and automated sales audits based on Speech Technology.
• AV IA AI-driven tools solution that automates processes from system routines to customer interfaces using robots, exponentially increasing operation productivity. Includes RPA capabilities.
• Trade Marketing Field Service strategy solution that unites brands, stores and customers through personalized solutions and market intelligence. Includes consumer behavior analysis, strategic action planning, field team monitoring, and multi-platform strategies.
• CRC - Credit Recovery / Debt Collection Services Credit recovery and debt collection services offered by CRC (Central de Relacionamento com Clientes), one of the leading companies in the credit recovery segment in Brazil, acquired by Almaviva Group in 2022 with annual revenues of R$220 million.
• CRM BPO Managed Services Business process outsourcing services for customer relationship management including contact center operations, customer service, and support services for large enterprise clients across healthcare, finance, telecommunications, retail, and other sectors.

Quantifiable outcome

• 350 million annual interactions with Brazilian consumers
• +3 more outcomes

Named customers1 record

Segments4 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability7 records

Feature9 records

Partnerships

Two partnerships are on record, tiered core.

• Sine (Sistema Nacional de Emprego) - MaceiócoreStrategic or Co-development Partner · 17 May 2022Partnership between Sine Maceió (municipal employment service) and AlmavivA do Brasil for worker recruitment and job placement. AlmavivA's Salvador Lyra site employs 8,000 workers through this partnership. In 2021, 1,235 people were hired with Sine intermediation.
• CRC - Central de Relacionamento com ClientescoreStrategic or Co-development Partner · 1 January 2022Acquisition of CRC, one of the leading companies in the credit recovery segment in Brazil, with annual revenues of R$220 million. This acquisition strengthens AlmavivA's position in the debt collection market.

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Foundever (formerly Sitel Group): Global CX/BPO provider serving enterprise clients across multiple verticals including telecom and financial services. Comparable in managed services, omnichannel delivery, and AI-enabled customer engagement.
• Teleperformance: Global leader in customer experience management and contact-center BPO with major Latin American operations. Directly comparable in service lines, enterprise clients, and omnichannel delivery model.
• BrasilCT Contact Centers: Brazilian CRM BPO with multi-sector enterprise focus. Comparable in multi-channel customer service delivery and Brazilian enterprise client overlap.
• Concentrix: Large global CX/BPO player offering customer service, digital, and AI-driven solutions across multiple verticals. Directly comparable on multi-channel CRM BPO and digital transformation offerings.
• Atento: Latin America-focused customer experience BPO with significant Brazil operations. Closest geographic peer given overlapping telecom, financial services, and retail client base in Brazil.
• AeC Contact Centers: Major Brazilian contact center and BPO provider serving telecom, financial services, and retail clients. Head-to-head competitor in the domestic Brazilian enterprise CX market.
• TTEC Holdings: Global CX/CRM BPO with operations across the Americas, EMEA, and APAC. Comparable in enterprise CX outsourcing, digital customer engagement, and AI-enabled contact center services.

Broad incumbents

• Accenture: Global consulting and services giant with significant customer experience, BPO, and AI practices. Competes for large multi-year enterprise CX transformation engagements in Brazil and LATAM.
• Cognizant: Large global IT services and BPO incumbent offering CRM, customer experience, and digital transformation. Competes for the same enterprise CX/RPA contracts at much larger scale.

Others

• Genesys: Cloud contact-center technology provider whose platform competes with Almaviva's AV Digital X and front-end optimization stack. Relevant as an adjacent/ecosystem technology peer rather than a BPO competitor.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/almavivaexperiencecrc

Compliance7 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles21 records

Subsidiaries2 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 →

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