Netcom Business Contact Center

What Netcom Business Contact Center does

Netcom Business Contact Center S.A. is a Costa Rica-headquartered business process management and contact center operator that delivers nearshore BPO and unified communications services across Central and Latin America. The company runs a call center with more than 1,200 agent positions in Costa Rica and supports additional delivery operations in Panama and Colombia, serving enterprise customers with a focus on banking, financial services, and insurance through use cases such as collections, KYC and verification, fraud monitoring, customer onboarding, and credit administration. Named enterprise clients include Apple Inc. (a 384-agent shared services center with full telephony infrastructure managed by Netcom) and COOPENAE (a Costa Rican financial cooperative that modernized its telephony and customer service platform with Netcom's multichannel contact center and CRM integrations).

The company's product portfolio centers on AVAYA Platinum Partner platforms, including Aura Communication Manager, IP Office, Contact Center, Experience Portal (IVR with speech recognition and text-to-speech), and Workforce Optimization, supplemented by Cisco connectivity, NICE inContact workforce optimization, and AVAYA Scopia video. Proprietary cloud services Virtual-Contact (multichannel on-demand contact center) and NetBilling (telecom billing analytics) extend the platform into subscription and usage-based delivery, while a technology renting model bundles hardware, software, implementation, administration, and maintenance into a single monthly contract that converts capex into opex for clients. Netcom's workforce holds COPC, AVAYA, PMP, and ITIL certifications, and infrastructure is engineered for 99.99% availability through site and geographic redundancy.

Revenue mechanics span three streams: managed BPO/contact center services (largely outcome-based on seat capacity and SLAs), technology renting (subscription/recurring monthly fees), and cloud services (usage-based billing with monthly scaling flexibility). Distribution combines direct enterprise sales to BFSI clients, the AVAYA partner channel for top-of-funnel referrals, and self-serve cloud delivery for mid-market customers. In December 2025 Netcom signed a definitive Share Purchase Agreement with 1Point1 Solutions Limited, and the USD 33.37 million acquisition (USD 25.41 million upfront plus USD 8.25 million earn-out) closed in March 2026, making Netcom a wholly-owned subsidiary expected to nearly double 1Point1's FY27 revenue and integrate the acquirer's AI-first ResolX Resolution Suite into Latin American operations.

Name

Netcom Business Contact Center

Legal name

Netcom Business Contact Center S.A.

Website

https://netcom.com.pa

Company type

Private

Founded year

2009

Operating status

Acquired

Headcount range

501–1,000 employees

Short description

Netcom Business Contact Center provides nearshore BPO and contact center services for BFSI and enterprise clients across Costa Rica, Panama, and Colombia, operating 1,200+ agent positions on AVAYA platforms with COPC-certified delivery. Acquired by 1Point1 Solutions in March 2026.

Ownership category

akta.pro rank

Product category

Contact Center & BPO Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Telephone Answering Services (561421)

SIC

Communications Services, Nec (4899), Telephone Communications (No Radiotelephone) (4813), Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF), Billing, Payments & Account Administration Centers (BPAAAAAF), Technical Support & Helpdesk Contact Centers (BPAAAAAI)

Keywords

• Contact center services
• Business process outsourcing
• Unified communications
• Cloud contact center
• BFSI BPO services

Headquarters

HQ city

San Pedro

HQ country

Costa Rica

HQ region

Latin America

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. BPO/Contact Center Services: Managed contact center and BPO services including inbound customer service, outbound sales/telemarketing, collections, KYC verification, fraud monitoring, and customer onboarding for BFSI sector clients.
2. Technology Renting/Leasing: Technology renting model providing hardware, software, implementation, administration, and maintenance services bundled in monthly rental payments. Eliminates upfront capital expenditure for clients.
3. Cloud Services: Cloud-based Contact Center and phone control services (Virtual-Contact, NetBilling) delivered on-demand with pay-per-use pricing, allowing clients to scale operations monthly.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels3 records

Core offering

Netcom Business Contact Center operates a BPO contact center with 1,200+ agent positions in Costa Rica delivering inbound, outbound, IVR, SMS, and email services, primarily for BFSI-sector clients (collections, KYC, fraud monitoring, customer onboarding). Alongside its BPO operations, the company sells, implements, and rents AVAYA-based unified communications, contact center, and video conferencing solutions, supplemented by its own cloud services Virtual-Contact (multichannel contact center) and NetBilling (telephony billing/analytics), plus technology renting/leasing that bundles hardware, software, implementation, and maintenance into monthly fees.

Product overview

Netcom Business Contact Center operates as a telecommunications and contact center solutions provider offering a comprehensive portfolio of unified communications, contact center, and video conferencing solutions built on Avaya platforms. The product portfolio centers on AVAYA AURA-based enterprise platforms (Communication Manager, Contact Center, Call Center Elite, Experience Portal, Workforce Optimization) for large organizations, complemented by AVAYA IP Office for small-to-medium businesses, along with Avaya Scopia video infrastructure and Social Media Manager. Cloud-based services include Virtual-Contact (multichannel contact center in the cloud) and NetBilling (call management and analytics). The company also operates its own BPO call center with over 1,200 agent positions and provides technology leasing services. As an Avaya Platinum Partner and Services Expert, Netcom delivers implementation, maintenance, and managed services across Central America.

Differentiator

Problem solved

Functional benefit

Brands

• Virtual-Contact: A cloud-based multichannel Contact Center service providing voice, email, chat, SMS technology, voice portals (IVR), call recording, and social media monitoring on-demand.
• NetBilling

Products and services

• Call Center Operations (BPO Managed Services)

Quantifiable outcome

• 99.99% infrastructure availability through site and geographic redundancy
• +1 more outcomes

Named customers2 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Partnerships

Three partnerships are on record, tiered core and minor.

• 1Point1 Solutions Ltd.coreStrategic or Co-development Partner · 22 December 2025Acquired 100% of Netcom Business Contact Center S.A. for USD 33.37 million (USD 25.41M upfront + USD 8.25M earn-out). Acquisition completed March 2026. Expected to nearly double 1Point1's FY27 revenue and expand AI-first capabilities into Latin America.
• AvayacoreTechnology or IntegrationAVAYA Platinum Partner and Partner Services Expert for the region. Provides highly specialized channel for implementation and maintenance services for Unified Communications and Contact Center on AVAYA platforms including Aura Communication Manager, IP Office, Contact Center, Experience Portal, and Workforce Optimization.
• Kenwin S.A.minorImplementation/ SI/ Consulting PartnerCOPC-certified consulting partner providing training and workshops on High Performance Contact Center Management Best Practices.

Scale indicators5 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Concentrix: Global CX and BPO provider with significant Latin American delivery operations, including Costa Rica and Colombia. Comparable as a large-scale, multilingual contact center operator with strong BFSI vertical exposure.
• Foundever (formerly Sitel Group): Major global CX and contact center outsourcer with nearshore Americas delivery. Comparable in customer service, technical support, and collections BPO offerings targeting enterprise and BFSI clients.
• Teleperformance: One of the world's largest customer experience management and BPO operators with deep nearshore and offshore delivery presence. Directly comparable as a multilingual contact center outsourcer serving enterprise BFSI and technology clients across the Americas.
• Genpact: Global professional services and BPM firm with strong BFSI vertical focus and Latin American delivery. Comparable in collections, KYC, customer onboarding, and compliance-heavy CX workflows, though at much larger scale.
• TTEC Holdings: Large customer experience technology and services company with onshore, nearshore, and offshore delivery sites across the Americas. Comparable in omnichannel contact center operations and BPO services for BFSI and tech clients.

Emerging players

• 1Point1 Solutions: Mumbai-listed AI-first BPM company that acquired Netcom in March 2026. Comparable as a BPO operator with overlapping BFSI and customer service offerings; included as a peer rather than parent because the companies operate in overlapping rather than identical markets.

Regional players

• Grupo Konecta: Latin American-focused BPO and CX provider with extensive operations across Spanish-speaking markets. Comparable as a regional competitor in customer service, sales, and collections outsourcing for enterprise and financial clients.
• Atento: Latin American BPO leader with strong presence in Brazil, Argentina, Mexico, and Central America. Comparable as a nearshore omnichannel contact center operator serving enterprise and BFSI clients in Spanish-speaking markets.

Direct peers

• IBEX Holdings: Niche CX and BPO provider with significant nearshore delivery in Costa Rica, Colombia, and the Philippines. Closely comparable in geographic footprint, customer mix, and contact center operating model targeting enterprise clients.
• StarTek: Customer experience and contact center outsourcing provider with operations across the Americas, Asia, and Africa. Comparable as a multilingual BPO with similar BFSI and tech client profiles and nearshore delivery positioning.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/SomosNetcom

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

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 Netcom Business Contact Center