Information on the Target

Intelcia has successfully acquired 100% of Unisono, a prominent Spanish multinational specializing in customer relationship management and digital transformation. This acquisition, which received the approval of the Boards of Directors of both companies on August 6, 2021, marks a significant milestone for Intelcia as it aims to position itself among the global leaders in the sector. Founded in Madrid in 1999, Unisono has established itself as an industry leader with its expertise in customer experience, business process outsourcing, digitization, automation, and customer relationship consulting.

With a workforce of 9,000 spread across 16 locations in Spain, Colombia, Chile, and Scotland, Unisono reported a revenue of €146 million in 2020. The company serves over 100 clients, showcasing its innovative approach and a multichannel operating model focused on maximizing quality and customer experience. This robust foundation sets the stage for continued growth and expansion within the customer service sector under Intelcia’s umbrella.

Industry Overview in Spain

The customer experience (CX) industry in Spain has seen significant transformations in recent years, propelled by advancements in technology and shifting customer expectations. As companies increasingly invest in digital solutions, the demand for effective customer relationship management services has surged. This dynamic landscape positions Spain as a key market in Europe, where customer engagement and satisfaction are paramount.

Spain's customer service sector has witnessed a wave of innovation, with many companies adopting digital platforms to enhance their client interactions. The rise of omnichannel communication has further emphasized the need for service providers to adapt quickly and efficiently, catering to users across multiple touchpoints. As a result, businesses are looking for partners that can provide comprehensive solutions capable of addressing these evolving needs.

Moreover, the COVID-19 pandemic accelerated the adoption of digital technologies within the industry, pushing companies to rethink their operational strategies. Organizations in Spain are now focused on utilizing technology to streamline processes and improve service delivery, which in turn is creating opportunities for growth among leading players like Intelcia and Unisono.

With the continuous growth of e-commerce and online service demand, the customer experience industry in Spain is expected to expand further. This presents a lucrative opportunity for companies well-positioned to deliver seamless and efficient customer support, solidifying their market presence and paving the way for strategic partnerships.

The Rationale Behind the Deal

The acquisition of Unisono aligns strategically with Intelcia's 2020-2025 plan to diversify its geographic and operational capabilities. By expanding its footprint in the burgeoning Latin American and Spanish markets, Intelcia aims to enhance its service offerings and customer reach, ultimately driving revenue growth.

This strategic move follows Intelcia's initiation of its Intelcia IT Solutions division and its recent entrance into the American market, particularly the United States. The deal demonstrates Intelcia's commitment to scaling its operations and leveraging Unisono's established expertise in digital transformation and customer relationship management to achieve its ambitious revenue target of €1.5 billion by 2025.

Information About the Investor

Intelcia is a global leader in outsourcing, with 20 years of experience in supporting clients in operational outsourcing. The company combines talent, technology, and processes to deliver tailored services that meet international standards. Intelcia's extensive service offering includes customer relationship management, IT solutions outsourcing, business process outsourcing (BPO), and digital services.

Present across multiple regions, including Europe, North Africa, Sub-Saharan Africa, the Indian Ocean, North America, Latin America, and the Caribbean, Intelcia employs over 28,000 individuals across 58 operational centers. Since 2016, the firm has partnered with the Altice Group, leveraging its resources to accelerate international growth and expand its market presence.

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This acquisition is poised to be a strong investment for Intelcia, primarily due to the synergistic benefits it presents. By integrating Unisono’s established customer service solutions within its portfolio, Intelcia not only diversifies its geographical presence but also enhances its capabilities in managing client experiences across multiple channels. This strategic alignment could lead to increased market share and improved client retention rates.

The potential for growth is considerable, especially as both companies share a vision centered on quality service and innovation. Unisono’s specialized knowledge in digital transformation complements Intelcia's ambitions and broad service offerings. This fusion of expertise might foster an environment of innovation, leading to the development of new, enhanced services that cater to evolving market demands.

Furthermore, the acquisition creates ample opportunities for cross-training and professional development for Unisono's employees, who will benefit from being part of a larger international organization. As both groups maintain shared values and growth strategies, the collaboration is likely to yield fruitful outcomes for staff engagement and satisfaction.

In summary, this deal appears to be a strategic and prudent investment for Intelcia, as it not only reinforces the company’s competitive position in the industry but also opens new pathways for growth in untapped markets, ensuring its long-term sustainability and profitability.

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