Who Owns IntouchCX?

Greg and Jeff Fettes started 24-7 Intouch in Winnipeg in 2000 as a small call center for North American businesses. The first decade was steady regional work. The second decade exploded as e-commerce, gig economy and tech companies needed customer support partners who understood digital-first operations.

Trilantic's 2016 investment funded an aggressive build-out. The company grew from 6 campuses to 18 and added more than 8,000 employees, expanding from Canada and the US into Guatemala, the Philippines, India, Colombia and beyond.

The November 2022 rebrand to IntouchCX formalized a positioning shift already underway: the company wanted to be seen as a customer experience and technology partner, not a call center. Acquisitions like Knoah Solutions folded into the new master brand.

The 2023 to 2026 period brought the AI reckoning hitting all of BPO. Headcount fell from about 38,000 to roughly 30,000 as automation absorbed routine contacts. IntouchCX's response has been to sell AI-augmented delivery, wrapping machine transcription, automated QA and agent-assist tools into its human service model.

The rebrand in 2022 came with a marketing reset that went beyond cosmetics. 24-7 Intouch had built two decades of equity as a contact center name, and management deliberately traded that recognition for a broader CX identity that could carry trust and safety, data annotation and AI services alongside traditional support. It was a calculated bet that future revenue would come from higher-value work than seat-based call handling.