What Turkcell Global Bilgi does

Turkcell Global Bilgi is a Türkiye-based contact center, business process outsourcing, and digital customer experience provider that originated as Turkcell's in-house call center operation in 1999 and now operates as a wholly-owned subsidiary of Turkcell, the country's largest telecommunications operator. The company employs approximately 15,000-16,000 people across 20 locations (17+ Turkish cities plus Bucharest, Romania and Baku, Azerbaijan) and serves more than 100 enterprise clients across 12 sectors including finance, insurance, e-commerce, retail, transportation, FMCG, aviation, automotive, technology, energy, and government. Its service portfolio spans traditional customer service, sales, collections, and back-office operations delivered via phone, chat, social media, and video channels.

The company's digital technology stack is built around a set of proprietary products: Tellia (an AI customer agent platform with voice cloning and multilingual support), a locally-developed RPA platform with no license fees (782 deployed robots managing 2,373 scenarios), Corpix (OCR-based AI content processing), Cloud Contact Center (Bulut Santral), Social Sniffer, Chat & Chatbot, Video Call Center, Voice & Text Analytics (covering 95% of conversations), Customer Management Platform, and AI Quality. Supporting technology services include a 230-person software testing team, Digital Help Desk (remote and on-site IT support), building technical and white space management, and IT consultancy. The company is the world's first and only holder of ISO 22320 certification, has ranked #1 in Türkiye's Bilişim 500 Call Center Services category for 14 consecutive years, and has won International Customer Experience Awards (ICXA) in 2022 and 2024.

The business model combines managed-services contracts for traditional BPO delivery, subscription and rental-based pricing for digital technology products (RPA in Turkish Lira, no license fees, with free POC), and professional services for technology support engagements. Go-to-market is enterprise field sales with dedicated account managers targeting large corporate clients; inside sales and cloud-platform self-service support mid-market opportunities. Revenue is not publicly disclosed. The company has announced plans to launch a separate technology-focused brand in 2025 to consolidate its digital products under a distinct identity, signaling a strategic shift toward productized, recurring SaaS-like revenue alongside its BPO core.

Name

Turkcell Global Bilgi

Legal name

Global Bilgi Pazarlama Danışmanlık ve Çağrı Servisi Hizmetleri A.Ş.

Website

https://globalbilgi.com.tr

Company type

Private

Founded year

1999

Operating status

Operating

Short description

Turkcell Global Bilgi is a Turkish contact center and digital customer experience provider serving 100+ enterprise clients across 12 sectors from 20 locations, offering proprietary AI (Tellia), RPA, cloud contact center, voice analytics, and managed BPO services as a wholly-owned subsidiary of Turkcell.

Ownership category

akta.pro rank

Product category

Customer Experience & Business Process Outsourcing Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Custom Computer Programming Services (541511)

SIC

Services-Management Services (8741), Services-Telephone Interconnect Systems (7385), Services-Computer Programming Services (7371)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), General Customer Service (Order/Account/Inquiries) (BPAAABAA), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Business Intelligence, Reporting & Visualization Services (BPAEAHAD)

Keywords

• Customer experience services
• Contact center solutions
• Robotic process automation
• Cloud contact center
• Digital transformation services

Headquarters

HQ city

Istanbul

HQ country

Türkiye

HQ region

Europe

Offices19 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Contact Center (BPO) Services: Traditional and digital customer experience services including customer service, sales, collection, and back-office operations delivered via phone, chat, social media, video, and other multi-channel communication. Revenue generated through managed services contracts with enterprise clients, typically long-term engagements with pricing based on agent seats, transaction volumes, or service levels.
2. Digital Technology Products: Proprietary AI, RPA, cloud contact center, chatbot, video call center, voice analytics, and social media management platforms sold as technology solutions to enterprise clients. Products include Tellia (AI Agent), RPA platform, Cloud Contact Center, Social Sniffer, Chatbot, and Video Call Center. Revenue model combines subscription/usage-based pricing with professional services for implementation.
3. Technology Support Services: Software testing services (230+ R&D team), remote and on-site technical support (Digital Help Desk), white space management, building technical and management services, and IT consulting. Delivered across telecommunications, manufacturing, insurance, e-commerce, and other sectors in 7 countries.
4. RPA Licensing and Rental: RPA platform offered with no license fees for Studio, Robot, and Management Console. Revenue generated through rental fees priced in Turkish Lira. Includes free POC (Proof of Concept) for defined scenarios.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels7 records

Core offering

Turkcell Global Bilgi delivers outsourced omnichannel customer experience services (customer service, sales, collections, back-office) and a portfolio of proprietary digital technology products — including the Tellia AI agent, an in-house RPA platform with Corpix OCR, Bulut Santral cloud contact center, voice analytics, chatbots, video call center, and CRM — to enterprise clients across finance, insurance, e-commerce, retail, FMCG, aviation, automotive, technology, energy, and government sectors in Turkey, Romania, and Azerbaijan, supported by 15,000+ multilingual agents across 20 locations.

Product overview

Turkcell Global Bilgi operates as a digital customer experience platform offering both traditional contact center services and a portfolio of AI-powered digital technology products. The core product suite is organized under three main service categories: Digital Technologies (AI Agent Tellia, RPA with Corpix, Cloud Contact Center, Social Sniffer, Chat/Chatbot, Video Call Center, Voice Technologies, Customer Management Platform, AI Quality, and Experience Design), Technology Support Services (Software Testing, Digital Help Desk, White Space Management, Building Technical Services, IT Consultancy), and Contact Center Services (Customer Services, Back Office, Telix, Sales, Collection). The digital products are primarily B2B offerings delivered to enterprise clients across finance, insurance, e-commerce, retail, aviation, automotive, energy, and government sectors. The company announced plans to launch a separate brand for its digital products and services.

Differentiator

Problem solved

Functional benefit

Brands

• Tellia: AI Customer Representative platform enabling organizations to create their own AI-powered customer agents with voice cloning and multilingual support.
• Global Bilgi RPA
• Social Sniffer
• Corpix
• Telix

Products and services

• Tellia (AI Customer Representative) AI-powered customer representative platform that enables organizations to create custom AI agents with voice cloning, multilingual speech-to-text, and 24/7 operation across voice and text channels.
• Robotic Process Automation (RPA) In-house RPA platform with Studio, Robot, and Management Console for automating routine, repetitive, and time-consuming tasks 24/7 across Finance, Accounting, HR, Procurement, Production, and Customer Service departments. Integrates with Corpix for OCR-based document processing and ERP integration.
• Bulut Santral (Cloud Contact Center) Cloud-based contact center platform supporting web phone, web chat, real-time performance dashboards, supervisor intervention screens, and synchronized call recording across voice and chat channels.
• Social Sniffer Social media monitoring and response platform that tracks comments across digital channels via keywords, with alarm, analysis, assignment, and dashboard features, plus AI-powered sentiment analysis and CX measurement.
• Chat & Chatbot Real-time messaging with customer representatives combined with an AI-powered chatbot providing 24/7 automated customer interaction for information delivery, sales guidance, order placement, FAQ responses, and feedback collection.
• Görüntülü Çağrı Merkezi (Video Call Center) Video-enabled contact center adding visual communication to voice interactions, with photo capture, OCR, co-browsing, wet-signature collection, remote technical support, and barrier-free communication for hearing-impaired customers.
• Ses Teknolojileri (Voice Technologies) Speech and text analytics technology that transforms customer service conversations to digital text for analysis, identifying customer behavior, complaints, expectations, sentiment, and policy compliance with 19+ language support.
• Müşteri Yönetim Platformu (Customer Management Platform / CRM) Integrated CRM solution for customer information and transaction record management, featuring omnichannel management, automated task management, SLA tracking, single-customer recognition, AI-powered data entry via Corpix, smart recommendation, and multilingual support.
• AI Kalite (AI Quality Management) Four-stage quality management system covering evaluation, analysis, reporting, and audit, delivering time savings and high accuracy rates with daily call analysis capability.
• Deneyim Tasarımı (Experience Design) Customer experience design service including persona-based research, experience mapping, and journey design across all service channels and touchpoints.
• Yazılım Test Hizmetleri (Software Testing Services) Software testing service delivered by a 230+ R&D team covering functional, performance, load, API, mobile application, discovery, and compatibility testing for enterprise clients.
• Dijital Yardım Masası (Digital Help Desk) Remote and on-site technical support service for software and hardware issues, with proactive automation software that detects problems before users notice, an AI-powered chatbot for ticket handling, and speech-to-text phone support routing.
• BT Danışmanlık (IT Consultancy) IT consultancy service covering digital transformation, process automation, AI-based decision mechanisms, cloud infrastructure migration, and data analytics.
• Telix (Remote Sales Service) Remote sales service that replaces costly customer visits with phone and video call infrastructure, providing constant customer accessibility with dedicated agents handling outbound sales, follow-ups, and portfolio management.
• Müşteri Hizmetleri (Customer Services / Inbound & Outbound Contact Center) Outsourced inbound and outbound customer service delivered via phone, chat, social media, video, and other multi-channel communication, offered under long-term managed services contracts.
• Back Office Operations Back-office processing service delivered alongside customer service, sales, and collection engagements for enterprise clients.
• Satış (Outbound Sales Service) Outbound sales service delivered through dedicated agents across phone, chat, social media, and video channels for enterprise clients.
• Tahsilat (Collections Service) Collections service supporting enterprise clients, primarily in finance and insurance, with high-volume debt collection and recovery operations.
• Beyaz Alan Yönetimi (White Space Management) White space management service covering IT and facilities management for enterprise clients.
• Bina Teknik ve İşletme Hizmetleri (Building Technical and Management Services) Building technical and management service covering facility power capacity, active sensors, and monitoring points across managed facilities for enterprise clients.

Quantifiable outcome

• Customer resolution rate increased by 40% within first 6 months of Digital Help Desk implementation
• +8 more outcomes

Named customers4 records

Segments7 records

Ideal customer profiles6 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability15 records

Feature11 records

Partnerships

Three partnerships are on record, tiered core.

• LC WaikikicoreStrategic or Co-development Partner · 1 January 2024Collaboration on video conferencing technology and AI for product experience feedback. Turkcell Global Bilgi's customer service team handles the video conferencing stage of customer interactions. LC Waikiki uses customer feedback to redesign product experiences, resulting in 917 product improvements and satisfaction score improvement from 3.62 to 4.48. Won ICXA 2024 'World's Best Use of Customer Feedback' award.
• İGA İstanbul AirportcoreTechnology or Integration · 1 January 2024Provision of Video Call Center service enabling barrier-free 24/7 communication for hearing and visually impaired passengers at İGA Istanbul Airport. Services include route guidance via the mobile app's 'Rota Yanımda' feature, sign language support, screen sharing, co-browsing, and photo capture with OCR capabilities.
• Coca-Cola İçecek (CCI)coreStrategic or Co-development Partner · 17 November 2022Joint development of the Telsell digital sales platform enabling remote digital engagement with small retailers (cafes, restaurants, groceries) via call center, video calls, instant messaging, and RPA. The platform scaled from 2 agents serving 600 customers in 2015 to 50 agents serving 23,000 customers. Won ICXA 2022 Best B2B CX award. The partnership combines Coca-Cola İçecek's sales network with Turkcell Global Bilgi's digital customer experience technology.

Scale indicators19 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Genesys: Global leader in cloud contact-center platform software (Genesys Cloud CX) used by many of Global Bilgi's competitors — overlaps with the Cloud Contact Center, AI Quality, and Voice Analytics products but operates as a software vendor rather than a managed-services provider.
• UiPath: Leading enterprise RPA platform — directly comparable to Global Bilgi's locally-developed RPA product offering, though UiPath is global/enterprise-licensed while Global Bilgi offers no-license-fee RPA bundled with managed services in TRY.

Direct peers

• Foundever (formerly Sitel Group): Global CX/BPO with 150,000+ employees across 40+ countries providing omnichannel customer service, sales, and digital support — comparable in service mix and target verticals (finance, telecom, retail) to Global Bilgi.
• Webhelp: European-headquartered CX/BPO with multilingual delivery and proprietary digital platforms — comparable to Global Bilgi for its multilingual EMEA service model and enterprise B2B focus.
• Teleperformance: World's largest CX/BPO operator with 410,000+ employees across near- and offshore locations, offering multilingual customer service, digital transformation, and AI-augmented support — the most direct global comparable to Global Bilgi's 15,000-employee Turkish hub model.
• Concentrix: Global CX/BPO major with ~440,000 employees delivering omnichannel customer service, digital transformation, and RPA-based automation — directly comparable to Turkcell Global Bilgi's core contact center + proprietary tech stack model, but at vastly larger global scale.
• TTEC Holdings: US-listed CX/BPO and digital customer experience technology provider with global delivery centers and proprietary CX platforms — comparable to Global Bilgi for its blended managed-services-plus-technology GTM and enterprise B2B focus.

Others

• Turkcell: Parent company and largest customer of Global Bilgi; while not a direct competitor, Turkcell's strategic direction determines Global Bilgi's captive revenue and is the dominant force shaping its product roadmap.

Regional players

• BilgeAdam: Leading Turkish IT services and software training provider with corporate technology services — comparable to Global Bilgi for its Turkish enterprise focus and overlapping IT consultancy and software testing service lines.
• Konsento (formerly Teleperformance Turkey joint operations): Turkish-based CX/contact center operator serving enterprise clients with multilingual customer support — comparable to Global Bilgi as a direct domestic competitor in the Turkish BPO market.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat7 records

Key risks7 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/turkcell-global-bilgi

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 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 Turkcell Global Bilgi