Toka Call

What Toka Call does

Toka Call, operating under the legal entity CTI CALL, S.A. DE C.V., is a privately held Mexican contact center and business process outsourcing provider headquartered in Zapopan, Jalisco. The company delivers omnichannel customer interaction services — including chat, WhatsApp, social networks, email, phone calls, and SMS — alongside adjacent offerings in digital marketing campaign execution, portfolio recovery and collections, digital and telephone sales (new prospect acquisition, upselling, cross-selling), NOM-035-compliant whistleblower hotlines and workplace surveys, transaction monitoring and fraud prevention, and technical support and back-office services. Toka Call's primary client base is concentrated in the Mexican financial services and banking sector, with disclosed enterprise clients including Santander, BradesCard, and Invex, and a secondary focus on retail and consumer brands.

The company's service delivery is built on a partnership-based technology stack rather than proprietary infrastructure. Toka Call relies on inConcert as its contact center platform partner, supplemented by infrastructure and security vendors including Dell, Microsoft, Palo Alto Networks, Axtel, Telefónica, Metro Carrier, Open IP, Ipcom, and S1. The company holds ISO 9001 (quality management) and ISO 27001 (information security) certifications, which are prerequisites for serving regulated banking clients. No proprietary AI/ML capabilities, patents, or trademarks are disclosed.

The business model is B2B managed services: Toka Call contracts directly with enterprise clients in Mexico through a sales-led go-to-market motion, with revenue tied to per-seat, per-interaction, or per-campaign service agreements. Pricing is not publicly disclosed and is customized per contract. The company has 1,001–5,000 employees, is founder/owner-operated with no disclosed external investors, and operates exclusively within the Mexican domestic market. Channel acquisition is primarily through direct enterprise sales, with the company website and a downloadable commercial presentation serving as supporting touchpoints.

Name

Toka Call

Legal name

CTI CALL, S.A. DE C.V.

Website

https://cticall.com.mx

Company type

Private

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Toka Call (CTI CALL, S.A. DE C.V.) is a Mexican contact center BPO that delivers omnichannel customer service, collections, sales, NOM-035 compliance, and fraud prevention services primarily to enterprise banking and financial services clients in Mexico.

Ownership category

akta.pro rank

Product category

Contact Center / Business Process Outsourcing

NAICS

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

SIC

Services-Help Supply Services (7363)

akta.pro primary industry

Technical Support & Helpdesk Contact Centers (BPAAAAAI)

akta.pro secondary industries

Telemarketing & Telesales Services (Outbound/Inbound) (BPAFAKAC), Telesales & Inside Sales Outsourcing (B2B/B2C) (BPAAADAE)

Keywords

• Contact center services
• Customer support outsourcing
• Debt collection services
• Omnichannel communication
• Business process outsourcing

Headquarters

HQ city

Zapopan

HQ country

Mexico

HQ region

Latin America

Offices1 record

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 Outsourcing Services: B2B outsourcing services where CTI Call manages customer interactions on behalf of client brands. Revenue generated through contracted service agreements for omnichannel customer service, collections, digital marketing campaigns, and back-office support.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels2 records

Core offering

Toka Call (legal entity CTI CALL, S.A. DE C.V.) is a Mexico-based B2B contact center that delivers outsourced omnichannel customer interaction services on behalf of enterprise clients. It manages customer support across web chat, WhatsApp, social networks, email, phone, and SMS, and additionally provides debt collection, digital/telephone sales, digital marketing campaigns, NOM-035 compliant whistleblower and survey services, transaction monitoring and fraud prevention, and technical support/back-office services.

Product overview

CTI Call is a Contact Center service provider offering a unified portfolio of customer experience and business process outsourcing services. The core offering consists of omnichannel customer service delivery (Chat Web, WhatsApp, Social Networks, Email, Phone, SMS) complemented by specialized services including digital marketing campaigns (sales, promotion, retention), debt collection and portfolio recovery, digital and telephone sales (new prospects, upselling, cross-selling), NOM-035 compliant whistleblower and suggestion services (workplace climate, evaluation, and 360 surveys), transaction monitoring and fraud prevention, and technical support/back office services. The portfolio represents an integrated suite of contact center capabilities rather than discrete modular products.

Differentiator

Problem solved

Functional benefit

Products and services

• Omnichannel Customer Service Managed customer interaction handling across web chat, WhatsApp, social networks, email, phone calls, and SMS for enterprise clients.
• Digital Marketing Campaigns Outsourced execution of digital marketing campaigns covering sales promotion and customer retention objectives on behalf of client brands.
• Debt Collection and Portfolio Recovery Portfolio recovery and debt collection services delivered through SMS, email, physical mail, and WhatsApp outreach on behalf of creditors and financial institutions.
• Digital and Telephone Sales Outsourced sales operations including new prospect acquisition, upselling, and cross-selling executed through digital and telephone channels for client brands.
• NOM-035 Whistleblower Hotline and Suggestion Box Reporting line and suggestion box service compliant with Mexican NOM-035 psychosocial risk standards, including workplace climate surveys, evaluation surveys, and 360-degree surveys.
• Transaction Monitoring and Fraud Prevention Service for monitoring transactions and identifying or preventing fraudulent activity on behalf of client organizations, primarily financial institutions.
• Technical Support and Back Office Services Outsourced technical support and back-office administrative processing for enterprise clients.

Named customers3 records

Segments2 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Scale indicators2 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Konecta: Large Latin America–headquartered BPO and contact center operator with a sizeable Mexican delivery footprint serving banks, telcos, and retail — the most direct competitor to CTI Call's omnichannel model and financial-services vertical.
• StarTek: Customer engagement BPO with significant Mexico nearshore capacity serving telecom, financial services, and retail — directly comparable in scale, verticals, and omnichannel service portfolio.
• Atento: Global BPO with significant Mexican operations (Atento Mexico) providing inbound/outbound customer service, sales, and collections for major financial-services and telecom clients — directly comparable on geography, verticals, and service mix.
• Grupo ICT: Mexican-domiciled BPO/contact center operator serving financial services, telecom, and retail — a domestic peer of similar size and customer mix, often seen on the same vendor shortlists.

Broad incumbents

• Foundever: Global CX/BPO formed from the merger of Sitel and SYKES (and ibex), with large Mexico City and Guadalajara operations delivering multilingual customer support to financial-services clients.
• Teleperformance: World's largest contact center outsourcer with deep Mexico City and Guadalajara operations serving global banks and digital-native clients — competes for the same enterprise RFPs but with broader geographic reach and more AI investment than CTI Call.
• TTEC: Public US-listed CX outsourcer (formerly TeleTech) with nearshore Mexico delivery centers serving banks, fintechs, and tech firms; competing bidder for the same Spanish-language contact center RFPs as CTI Call.
• Concentrix: Global CX/BPO major (now including Majorel) operating large-scale Spanish-language nearshore delivery from Mexico; comparable on omnichannel customer support and financial-services focus, with substantially larger scale and broader portfolio.
• Alorica: Privately held global CX outsourcer operating major Mexican delivery centers focused on financial services, healthcare, and retail — competes head-to-head with CTI Call on Mexican bank outsourcing contracts.

Regional players

• ICCS (International Contact Center Services): Mid-sized Mexican contact center/BPO serving banks, retailers and insurers with Spanish-language omnichannel and back-office services — comparable on geography and core service portfolio.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks6 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/cticall

Compliance2 records

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 Toka Call