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New Platform - US Based / AI-Augmented Human BPO Business / $65.4M Rev
Asking Price-
Revenue$65,400,000
EBITDA$6,600,000
Cash Flow$6,600,000
Description
New Platform / Add-On Opportunity: U.S. & Canada Based / AI-Augmented Human BPO & Customer Operations / $65.4M Revenue / $6.6M Adj. EBITDA / $7.8M Pro Forma
COMPANY OVERVIEW
The Company is a scaled, AI-augmented outsourced customer-operations provider delivering 24/7 telephone answering, dedicated customer-support programs, outbound engagement, business-process outsourcing, third-party verification, and utility billing and remittance services.
More than 90% of interaction volume is inbound. The Company focuses on complex, regulated, sensitive, and exception-driven workflows where customers still require access to a live person. Its agents support medical practices, law firms, home-services providers, utilities, municipalities, energy companies, nonprofit organizations, property managers, and other businesses for which an unresolved interaction can represent lost revenue, regulatory exposure, or a damaged customer relationship.
KEY KPIs
- $65.4 million of LTM August 2026 revenue
- Approximately $6.6 million of LTM adjusted EBITDA
- $7.8 million of 2026 pro forma adjusted EBITDA
- Revenue increased 10.0% year over year during the first half of 2026
- More than 90% inbound interaction volume
- Six complementary customer-operations service lines
- 49.2% of revenue from inbound telephone answering
- 43.5% contribution margin within inbound telephone answering
- Largest customer represents 7.9% of revenue
- Top 10 customers represent 30.2% of revenue
- Approximately 1,000 to 1,200 employees
- Approximately 85 acquisitions completed over 28 years
- Remote-first delivery across the United States and Canada
- Audited annually since inception
AI AS A POSITIVE DEMAND DRIVER
The Company is positioned to benefit from AI adoption rather than compete directly with it. As automated systems handle repetitive requests, the remaining interactions become more complex, sensitive, regulated, and exception-driven. These are precisely the situations in which customers expect access to a knowledgeable human representative.
The Company can serve as the human-in-the-loop layer within an AI-enabled customer-service model by:
- Receiving interactions that automated systems cannot confidently resolve
- Managing complaints, emergencies, sensitive discussions, and customer-retention situations
- Completing regulated verification and recorded confirmation workflows
- Reviewing exceptions and correcting inaccurate or incomplete automated responses
- Providing human escalation for utilities, healthcare, legal, home-services, and nonprofit customers
- Maintaining 24/7 live coverage without requiring clients to staff an internal operation
- Using AI to improve agent productivity, quality assurance, routing, training, and response consistency
Industry research cited in the CIM indicates that 87% of surveyed customers consider access to a human agent essential when companies use generative AI in customer service. It also indicates that 85% of surveyed service and support leaders are expanding human-agent responsibilities, with 75% shifting agents into new roles.
This supports a hybrid operating model in which AI completes routine work while trained agents handle the interactions that carry the greatest financial, reputational, and regulatory consequences. The Company already uses and resells an AI-based call-quality scoring product and owns adjacent capabilities in business texting, billing, payment remittance, and learning management.
BUY-AND-BUILD PLATFORM
The Company represents an established buy-and-build platform in a fragmented market containing 934 U.S. telephone-answering firms. It has completed approximately 85 acquisitions over 28 years, including 17 transactions between 2021 and 2023.
Business listed by
The Advisory IB
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