AlmavivA Experience

What AlmavivA Experience does

AlmavivA Experience (legal name Almaviva Experience Telemarketing e Informática S.A.) is a Brazilian customer experience (CX) and business process outsourcing (BPO) provider operating as the Brazilian subsidiary of Italy's Almaviva Group. The company runs 16 facilities across Brazil with a workforce of approximately 37,000 employees and conducts roughly 350 million customer interactions per year, serving enterprise clients across healthcare, finance, telecommunications, retail, automotive, energy, education, urban mobility, and e-commerce verticals. Its operational headquarters are located in São Paulo (Pinheiros district), with additional delivery centers including a 2,800 sqm, 5,000-seat facility opened in Nossa Senhora do Socorro in April 2022.

The company's technology platform centers on proprietary AI-driven tools designed to automate and augment customer operations rather than replace human agents. Core components include AV IA, an AI-driven robotic process automation suite; NOC (Almaviva Operations Control Network), an operational management platform; virtual assistants and natural language IVRs; speech and analytics modules; multi-channel surveys; social media analysis; and knowledge management with semantic search. Underlying NLP capabilities are sourced from Almawave, a sister entity within the Almaviva Group specializing in natural language technology. Security and privacy posture is formalized through ISO 27001, ISO 27002, and ISO 27701 certifications, supporting regulated-industry workloads in finance and healthcare.

Revenue is generated through three primary commercial lines: managed services (BPO and CRM outsourcing), professional services (specialized consulting and implementation), and enterprise direct sales. Pricing is custom and quote-based, with no public rate cards disclosed, consistent with large multi-year enterprise outsourcing contracts. The company has disclosed annual revenue of R$1.5 billion for 2022, equivalent to roughly $300 million USD at prevailing exchange rates. Customer relationships are anchored in long-term enterprise contracts, which generate predictable recurring revenue but also expose the business to the concentration risk typical of large-scale BPO engagements.

Name

AlmavivA Experience

Legal name

Almaviva Experience Telemarketing e Informática S.A.

Website

https://almavivaexperience.com.br

Company type

Private

Founded year

2007

Operating status

Operating

Headcount range

10,001+ employees

Short description

AlmavivA Experience is a Brazilian customer experience and BPO provider, subsidiary of Italy's Almaviva Group, operating 16 facilities with 37,000 employees to deliver AI-augmented managed services, professional services, and enterprise outsourcing across nine verticals.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)

Keywords

• Customer experience outsourcing
• Business process outsourcing
• Contact center services
• Debt collection services
• Digital customer management

Headquarters

HQ city

São Paulo, São Paulo

HQ country

Brazil

HQ region

Latin America

Offices11 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO/CRM Services: Business Process Outsourcing and Customer Relationship Management services for large enterprise clients across multiple industries including healthcare, finance, telecommunications, retail, and others. Services include customer service, debt collection, and digital customer management.
2. Digital Customer Experience Solutions: Multi-channel customer experience management including chatbot, IVR, virtual assistants, and omnichannel engagement solutions using proprietary natural language technology
3. Specialized Solutions (Trade Marketing, AV Quality, AV Home, AV Digital X, AV Active): Vertical-specific solutions including field service management, quality assurance, home-based operations, digital experience, and active sales/collection operations

Go-to-market motion1 record

Distribution channels2 records

Marketing channels4 records

Core offering

AlmavivA Experience delivers end-to-end Customer Experience (CX) and Business Process Outsourcing (BPO) services to large enterprise clients in Brazil, including contact center operations, debt collection, customer service, and digital customer management across voice and digital channels. The company combines a 37,000-employee operations workforce with proprietary people-centered natural language technology to deliver multi-channel customer engagement, self-service, and assisted-service solutions.

Product overview

Almaviva Experience is a Customer Experience (CX) and Business Process Outsourcing (BPO) company operating as a comprehensive platform with multiple integrated solutions. The portfolio is organized around AV-branded products (AV Quality, AV Home, AV Digital X, AV Active, AV IA) and Trade Marketing, all powered by proprietary people-centered technology. Core technology offerings include Front-End Optimization, Natural Interaction (chatbot/IVA), Knowledge Management, Voice of the Customer analytics, and Smart Training. The solutions address multichannel customer engagement, debt collection, sales activation, and digital transformation across industries including TelCo & Media, Financial Services, and Industry & Retail.

Differentiator

Problem solved

Functional benefit

Brands

• Trade Marketing: Field Service strategy aimed at increasing customer's sell-out. Brings together brands, stores, and customers with personalized solutions and market intelligence.
• AV Quality
• AV Home
• AV Digital X
• AV Active
• AV IA

Products and services

• AV Quality Voice of the Customer solution that analyzes customer experience and enhances operations management through AI-powered monitoring tools combined with Quality area expertise for service process diagnostics.
• AV Home Customer services solution for home-based operations using VDI technology, facial recognition, and biometrics to support contingency and onboarding moments with improved agent quality of life.
• AV Digital X Multi-channel Customer Experience solution for digital customers featuring omnichannel vision, social media monitoring, and BI tools to measure customer journey effectiveness.
• AV Active Solution for high performance in active operations including sales and collection, powered by NOC (Almaviva Operations Control Network) with propensity and score models and automated sales audits using Speech Technology.
• AV IA AI-driven automation solution incorporating multiple tools including robots for process automation from system routines to customer interfaces, increasing operation productivity and compliance.
• Trade Marketing Field Service strategy aimed at increasing customer sell-out through brand-store-customer synergy, combining personalized solutions, market intelligence, strategic action planning, and field team monitoring.
• BPO and CRM Services Business Process Outsourcing and Customer Relationship Management services for large enterprise clients across healthcare, finance, telecommunications, retail, and other industries, including customer service, debt collection, and digital customer management.
• Debt Collection Services (CRC) Credit recovery and debt collection services operated via the acquired CRC subsidiary, one of the leading credit recovery companies in Brazil.

Quantifiable outcome

• 350 million annual customer interactions processed
• +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 capability8 records

Feature10 records

Partnerships

One partnership is on record.

• CRC (Companhia de Recuperação de Créditos)coreStrategic or Co-development Partner · 5 April 2022Acquisition of CRC, one of the leading companies in the credit recovery segment in Brazil with annual revenues of R$220 million. This acquisition supports Almaviva's strategy to strengthen its debt collection capabilities in the Brazilian market.

Scale indicators12 records

Recent moves8 records

Expansion highlights5 records

Direct peers

• Foundever (formerly Sitel Group): Global CX/BPO operator with operations in Brazil and Latin America. Foundever competes with AlmavivA in customer experience outsourcing, digital transformation, and integrated CX solutions for enterprise clients.
• Teleperformance: Global leader in customer experience management and contact center BPO. Teleperformance directly competes with AlmavivA Experience in the Brazilian market and across Latin America, offering similar omnichannel customer service, digital transformation, and BPO services to enterprise clients.
• Concentrix: Global CX/BPO major with significant Latin American operations. Concentrix competes head-to-head with AlmavivA in customer experience management, digital customer engagement, and enterprise BPO contracts across financial services, telecommunications, and retail verticals.
• AeC (Atendimento, Experiência e Conexão): Brazilian contact center and BPO company with significant domestic market share. AeC is one of AlmavivA's closest local competitors in Brazil, offering similar customer service, debt collection, and digital CX solutions to enterprise clients.
• Contax (Têxtil/Contax): Brazilian contact center BPO operator serving telecom, financial services, and retail clients. Contax competes directly with AlmavivA Experience in the Brazilian market with similar omnichannel customer service offerings.
• TTEC (TeleTech): Global customer experience technology and services company with operations across the Americas. TTEC directly competes with AlmavivA in CX outsourcing, digital customer engagement, and AI-enabled contact center services.
• Atento: Latin America-focused CX/BPO provider with strong presence in Brazil. Atento directly competes with AlmavivA across customer service, sales, collections, and digital CX services for large enterprise clients in the region.

Broad incumbents

• Genpact: Global professional services and digital transformation firm with BPO and CX capabilities. Genpact competes with AlmavivA's broader enterprise services portfolio while also serving as a potential partner for clients seeking integrated operations and technology services.
• Accenture: Global consulting and technology services giant with significant CX/BPO practice. Accenture competes with AlmavivA for large enterprise transformation deals while bringing broader consulting, technology, and operations capabilities.

Others

• Almawave: Italian AI and natural language processing company, wholly-owned subsidiary of Almaviva Group. Almawave is the technology provider enabling AlmavivA Experience's NLP capabilities and is a sister company within the same parent conglomerate.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/almavivaexperience

Compliance8 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles11 records

Subsidiaries4 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 AlmavivA Experience