Ccma Ireland

What Ccma Ireland does

CCMA Ireland (Customer Contact Management Association) is a not-for-profit industry association incorporated in Ireland as a company limited by guarantee, headquartered in Naas, County Kildare. Founded over 20 years ago, it operates as the only industry body in Ireland representing the customer contact and shared services sector, serving more than 2,000 members spanning customer experience (CX), contact centre operations, and shared services functions. The association delivers a unified portfolio of services including: an annual conference, 30+ industry events per year, specialist workshops, member forums, the annual CCMA Awards (with average attendance of 600 industry professionals), corporate benchmarking studies, a members-only library of 150+ webinars and presentations, an industry vacancies portal, and tiered corporate sponsorship packages (Platinum/Gold/Silver).

The organization's product set is service-oriented rather than technology-based — there are no software platforms, APIs, or proprietary AI products. Core deliverables include events programming, the CCMA Irish Customer Contact & Shared Services Awards, proprietary benchmarking research (conducted with research partners BT, Coyne Research, and W5), and content publishing. Sponsorship partners include major global CX technology vendors (Genesys, 8x8, Five9, Verint, Zoom, NiCE, CallMiner, Concentrix, Enghouse) alongside Irish enterprises (VHI Healthcare, DigitalWell, ServisBOT) and large global consultancies (Accenture, Capita, PwC).

The business model is membership-based with tiered subscriptions: Individual (€250/year), Corporate under 50 staff (€650/year), Corporate over 50 staff (€950/year), and Suppliers to Industry (€950/year). Supplementary revenue comes from workshop fees (€75 members/€100 non-members), conference delegate fees (€275 for non-members), and corporate sponsorship packages (Platinum/Gold/Silver, pricing undisclosed). All funds are reinvested into association activities. CCMA is led by Managing Director Dorothy O'Byrne and Chairperson Barry O'Toole, with a small staff of 1-10 employees. The organization markets through its website, events, awards, webinars, email newsletters, and a vacancies portal.

Name

Ccma Ireland

Legal name

CCMA Ireland Ltd.

Website

https://ccma.ie

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

1–10 employees

Short description

CCMA Ireland is a not-for-profit industry association representing Ireland's customer contact and shared services sector, serving 2,000+ members through events, awards, benchmarking research, and corporate sponsorship programs.

Ownership category

akta.pro rank

Headquarters

HQ city

Naas

HQ country

Ireland

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Pricing tiers

Distribution channels3 records

Marketing channels8 records

Core offering

CCMA Ireland is the Customer Contact Management Association, a not-for-profit industry association serving as Ireland's leading industry body for the customer experience (CX) and shared services sector. It delivers membership programmes, industry events (including the annual conference and over 30 events per year), the CCMA Awards programme, annual benchmarking research studies, a members-only resources library of 150+ webinars, an industry vacancies portal, and corporate sponsorship packages. All funds are reinvested back into association activities and member services.

Product overview

CCMA Ireland is an industry association — not a software product company — serving as Ireland's leading industry body for the promotion and development of the Customer Experience (CX) sector. It operates a not-for-profit membership model offering a unified portfolio of services: industry events and networking (Annual Conference, Sponsor Breakfast Briefings, Workshops, Member Forums), the CCMA Irish Customer Contact & Shared Services Awards, annual benchmarking studies, a members-only resources library of 150+ webinars, an industry vacancies portal, and corporate sponsorship packages. There are no software products, platforms, or modules; all offerings are association services delivered through the CCMA website and in-person programming. CCMA Ireland has over 2,000 members across all industry sectors in Ireland and has operated for over 20 years.

Differentiator

Problem solved

Functional benefit

Products and services

• CCMA Membership Programs
• https://www.ccma.ie/images/uploads/home-banner/homepage-banner.jpg
• https://www.ccma.ie/images/uploads/cta-strip/ccma-awards-2022.jpeg
• CCMA Member Benchmarking Studies
• CCMA Resources & Webinars
• CCMA Industry Vacancies Portal
• CCMA Sponsorship Packages

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Partnerships

20 partnerships are on record, tiered platinum, gold, silver and core.

• GenesysplatinumGTM or Marketing PartnerGenesys is a Platinum sponsor of CCMA. Powers more than 25 billion customer experiences annually, connecting employee and customer conversations on any channel.
• DigitalWellplatinumGTM or Marketing PartnerDigitalWell is a Platinum sponsor and leading European provider of enterprise communications and technology transformation services. Serving over 3,000+ enterprise clients globally with 230+ employees.
• ServisBOTplatinumGTM or Marketing PartnerServisBOT is a Platinum sponsor. Founded in Ireland in 2016, provides a Conversational AI Platform for chatbot solutions across voice, messaging, email, SMS, chat and web channels.
• VHI HealthcareplatinumGTM or Marketing PartnerVHI Healthcare is a Platinum sponsor. Ireland's largest health insurer with over one million customers, providing health insurance products and services.
• 8x8goldGTM or Marketing Partner8x8 is a Gold sponsor. Provides the industry's most integrated platform for Customer Experience combining Contact Centre, Unified Communications, and CPaaS APIs.
• AccenturegoldGTM or Marketing PartnerAccenture is a Gold sponsor. Leading global professional services company providing services in strategy, consulting, digital, technology and operations with 477,000 people serving clients in 120+ countries.
• CapitagoldGTM or Marketing PartnerCapita is a Gold sponsor. One of Europe's leading business process outsourcing providers delivering customer experience management services with AI and automation.
• Five9goldGTM or Marketing PartnerFive9 is a Gold sponsor. Cloud contact centre provider with 3,000+ customers, 14 billion+ call minutes annually, 99.999% uptime, and NPS of +85.
• VerintgoldGTM or Marketing PartnerVerint is a Gold sponsor. Helps brands elevate customer experience and reduce operating costs, trusted by 10,000+ organisations in 175 countries.
• ZoomgoldGTM or Marketing PartnerZoom is a Gold sponsor. AI-first work platform for human connection with Zoom Workplace and Zoom Contact Center solutions. Publicly traded (NASDAQ:ZM).
• ABP ConsultancysilverGTM or Marketing PartnerABP Consultancy is a Silver sponsor providing consulting services to the customer contact industry.
• CallMinersilverGTM or Marketing PartnerCallMiner is a Silver sponsor. Global leader in conversation intelligence to drive business performance improvement with AI-powered analytics platform.
• ConcentrixsilverGTM or Marketing PartnerConcentrix is a Silver sponsor. Global technology and services leader powering world best brands with AI-powered solutions across 70+ markets.
• EnghousesilverGTM or Marketing PartnerEnghouse is a Silver sponsor. Brings more than 35 years of contact centre experience with comprehensive customer experience portfolio.
• NiCEsilverGTM or Marketing PartnerNiCE is a Silver sponsor. Transforms the world with AI that puts people first, with AI-powered platforms automating engagements across 150+ countries.
• BT IrelandcoreStrategic or Co-development PartnerBT supported the CCMA Member Benchmarking Study 2022 which consisted of 45 customer global and national service and shared service operations in Ireland.
• Coyne ResearchcoreStrategic or Co-development PartnerCoyne Research conducted the CCMA Benchmarking Study - Members Survey 2023 with a sample of 40 customer service operations in Ireland.
• W5coreStrategic or Co-development PartnerW5 conducted the CCMA Study on Irish Consumers Views of Customer Service and Use of AI (2026) with 1,012 respondents.
• IDA IrelandcoreStrategic or Co-development PartnerIDA worked with CCMA and member companies on the 2019 CX Transformation report setting out a vision for Irish operators in the CX sector.
• Enterprise IrelandcoreStrategic or Co-development PartnerEnterprise Ireland collaborated with CCMA on industry research including the 2011 and 2012 Amárach Research studies on Irish Contact Centre, BPO and Shared Services Industry.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Emerging players

• IAOP (International Association of Outsourcing Professionals): Global association for outsourcing professionals with standards, research, and events. Adjacent to CCMA Ireland's shared services/BPO remit but with a broader outsourcing focus.
• Contact Centre Week / CCW (now part of Informa): Conference and community brand for CX and contact centre leaders. Comparable in programming and audience to CCMA Ireland's events business, but operated as a commercial events/media property rather than a non-profit membership association.

Direct peers

• HDI (Help Desk Institute): Global membership organisation for technical support and service management professionals. Comparable to CCMA Ireland in industry-association model, training, and certification, but focused on IT/technical support rather than broader CX.
• CXPA (Customer Experience Professionals Association): Global non-profit membership organisation for CX professionals, offering certification, networking, and industry research. Directly comparable to CCMA Ireland in membership model and CX-industry focus, though operating globally.
• SSON (Shared Services & Outsourcing Network): Global community for shared services and outsourcing professionals, offering events, awards, and research. Overlaps directly with CCMA Ireland's shared services remit and serves a similar decision-maker audience.
• SOCAP International: Membership association for customer care, consumer affairs, and CX professionals. Comparable to CCMA Ireland in member-driven association model, certification, and focus on customer experience practice.
• ICMI (International Customer Management Institute): Long-running global CX and contact centre association offering training, certifications, events and research. Comparable to CCMA Ireland in serving contact centre leaders, with a broader international scope (note: now owned by Five9, a CCMA Ireland Gold sponsor).
• CCMA UK (Customer Contact Management Association UK): UK counterpart industry association for customer contact and shared services professionals. Directly comparable to CCMA Ireland in mission, membership model, event programming, and award ceremonies, but serving the UK market.

Regional players

• CCMA Australia (Customer Contact Management Association Australia): Australian industry association for customer contact professionals. Operates an essentially identical model to CCMA Ireland (membership, events, awards, benchmarking) but serves the Australian market rather than Ireland.
• ECCCSA (European Customer Contact Centre & Shared Services Association): Pan-European industry body for the contact centre and shared services sector. Adjacent peer to CCMA Ireland in mission and programming, but operating across multiple European countries rather than focused on a single national market.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/ccma-ireland

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 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 Ccma Ireland