SMART Customer Solutions

What SMART Customer Solutions does

SMART Customer Solutions is a US-based business process outsourcing (BPO) contact center provider operating two delivery centers in Mesa, Arizona and Ocala, Florida. The company delivers integrated customer experience services — inbound and outbound call handling, technical support, sales and customer acquisition, customer care, and content management — across phone, SMS, chat, and direct mail channels, backed by PCI-compliant cloud infrastructure and real-time reporting. Its technology stack is provision-level rather than proprietary: cloud-based servers, a database management system, and daily summary reports, with no public API, SDK, or AI/ML capabilities disclosed.

The company serves enterprise clients in three primary verticals: wireless and telecommunications (including carriers and MVNOs), home services, and eCommerce. Named enterprise clients include Sprint (where SMART grew from a 10-agent pilot to the carrier's largest contact center vendor partner in five years), Cellular One of Arizona (a 25+ year relationship), PetFirst, and SunState Technologies. The go-to-market is a hybrid of direct enterprise field sales for large accounts and inside sales/lead generation for smaller clients, supported by organic social (LinkedIn, Facebook) and a content marketing blog.

SMART was incorporated in 2017 and operates as a subsidiary of ACCENT Ventures, a holding and investment firm with roots in the contact center industry dating to 1993. Leadership comprises founders Tom Hansen (CEO) and Michael Gaskin (CFO), with site-level General Managers in Mesa and Ocala, a VP Operations, and a Manager of Operations. Revenue is generated through managed services contracts; no revenue, headcount, or funding figures are publicly disclosed.

Name

SMART Customer Solutions

Legal name

SMART Customer Solutions

Website

https://smartcustomersolutions.com

Company type

Private

Founded year

2017

Operating status

Operating

Headcount range

11–50 employees

Short description

SMART Customer Solutions is a US-based BPO contact center operator running two delivery centers in Mesa, Arizona and Ocala, Florida, providing inbound/outbound calling, technical support, sales, and customer care to enterprise clients in wireless, home services, and eCommerce verticals.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing / Contact Center Services

NAICS

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

SIC

Services-Facilities Support Management Services (8744)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Billing, Payments & Account Administration Centers (BPAAAAAF)

Keywords

• Contact center outsourcing
• Business process outsourcing
• Customer care services
• Inbound sales support
• Technical support outsourcing

Headquarters

HQ city

Ocala

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Contact Center Outsourcing Services: Full-service BPO providing customer service, technical support, sales, and customer retention services to enterprise clients. Revenue is generated through managed services contracts with clients across wireless, home services, and eCommerce industries.
2. Inbound/Outbound Call Handling: Handling incoming and outgoing customer calls as a service, including online messaging, SMS, chat, and direct mail campaigns.
3. Technical Support Services: Highly trained technical personnel providing customer support for clients' technical products and assisting customers in finding solutions.
4. Sales and Customer Acquisition: Lead generation and sales acquisition services using social media, focused internet advertising, and customer incentives to drive revenue growth for clients.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels4 records

Core offering

SMART Customer Solutions is a BPO contact center provider that delivers outsourced customer service, technical support, sales/customer acquisition, customer care, and content management for enterprise clients. Services are delivered across phone, SMS, chat, and direct mail channels through PCI-compliant cloud infrastructure with real-time reporting and database management. Operations are run from contact centers in Mesa, Arizona and Ocala, Florida, serving clients primarily in wireless/telecommunications, home services, and eCommerce.

Product overview

SMART Customer Solutions is a BPO (Business Process Outsourcing) contact center service provider offering a unified suite of services rather than a modular software product. The core offering consists of integrated contact center capabilities including Technical Support Services, Sales/Customer Acquisition Services, Customer Care Services, and Content Management—all delivered through a single operational platform supporting inbound/outbound calls, SMS, chat, and direct mail channels. Services are focused on Wireless, Home Services, and eCommerce industries, with PCI-compliant cloud infrastructure and database management built in. The company operates contact centers in Mesa, Arizona and Ocala, Florida.

Differentiator

Problem solved

Functional benefit

Quantifiable outcome

• Grew from 10-agent Challenger pilot to largest contact center vendor partner at Sprint within 5 years
• +2 more outcomes

Named customers4 records

Segments3 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

Five partnerships are on record, tiered core and minor.

• ACCENT VenturescoreStrategic or Co-development Partner · 1 January 1993SMART Customer Solutions is part of the ACCENT Ventures family of companies, which started in 1993. ACCENT developed integrated consumer marketing & sales processes and served world-class corporations as 3rd party partnerships, beginning with Sears and General Electric. ACCENT transitioned to a Contact Center Management and Investment Firm offering services for Mergers and Acquisitions and development of new Contact Centers.
• SprintcoreGTM or Marketing PartnerSprint is a major client partner where SMART Customer Solutions grew from a 10-agent Challenger pilot to become Sprint's largest contact center vendor partner within 5 years. The relationship demonstrates consistent performance exceeding internal and other vendor teams.
• Cellular One of ArizonacoreGTM or Marketing PartnerLong-standing partnership with Cellular One of Arizona spanning 25+ years. SMART provides customer care services using the WWTCW (What Would The Client Want) approach, with agents empowered to satisfy customers and deliver outstanding care.
• PetFirstminorGTM or Marketing PartnerPetFirst partnered with SMART Customer Solutions after an extensive review of contact centers. SMART agents complement PetFirst's internal team and consistently exceed performance expectations as one of North America's fastest-growing pet health insurance administrators.
• SunState TechnologiesminorGTM or Marketing PartnerSunState Technologies transitioned their in-house Client Care calls to SMART's contact center with a smooth transition showing no client confusion or quality service issues. Currently identifying additional client touch-point activities to transition.

Scale indicators4 records

Recent moves6 records

Expansion highlights3 records

Broad incumbents

• Concentrix: Large global CX/BPO serving telecom, eCommerce, financial services, and technology clients. Overlaps directly with SMART's wireless carrier support, sales, and technical services but operates at much greater scale across many geographies.
• Teleperformance: Largest global omnichannel customer care BPO, with significant US operations in telecom, eCommerce, and financial services. Competes with SMART for similar enterprise contact center outsourcing RFPs.
• Foundever (formerly Sitel/Sykes): Global CX/BPO resulting from Sitel-Sykes merger with deep telecom, financial services, and eCommerce coverage. Directly comparable to SMART across customer care, technical support, and sales acquisition services.
• TTEC Holdings: Global customer experience and BPO incumbent serving telecom, financial services, healthcare, and eCommerce. Comparable to SMART in offering managed contact center services, but at significantly larger scale and broader geographic footprint.

Direct peers

• Quality Contact Solutions (QCS): US-based contact center BPO offering inbound/outbound teleservices, customer care, and lead generation for small and mid-sized enterprise clients. Comparable business model and target market to SMART.
• Arise Virtual Solutions: US-based customer experience BPO serving telecom, retail, and eCommerce with home-based agent networks. Comparable to SMART's contact center outsourcing offering across inbound/outbound customer care and sales.
• Alorica: Large US-headquartered BPO offering inbound/outbound contact center, customer experience, and sales support across multiple verticals including telecom, eCommerce, and home services — directly comparable to SMART's omnichannel outsourcing model.
• American Customer Care: Mid-sized US BPO providing inbound/outbound contact center, customer service, and technical support. Closely comparable in scale and service mix to SMART's omnichannel BPO offering for enterprise clients.
• Liveops: US-based contact center BPO offering inbound/outbound customer care, sales, and technical support using a distributed agent model. Comparable to SMART in providing enterprise-grade managed contact center services domestically.

Others

• Five9: Cloud contact center software provider enabling omnichannel customer experience. While not a direct services competitor like SMART, it serves the same enterprise buyers and represents a competitive threat as buyers move toward software-enabled in-house operations.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/SMARTCus
• LinkedInlinkedin.com/company/smart-customer-solutions

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 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 SMART Customer Solutions