IntouchCX, Inc.

Who owns IntouchCX?

IntouchCX is majority owned by founders Greg and Jeff Fettes, with institutional investors Trilantic North America, Ontario Teachers' Pension Plan and Penfund holding stakes.

Is IntouchCX the same as 24-7 Intouch?

Yes. 24-7 Intouch rebranded to IntouchCX in November 2022 to reflect its evolution from a call center provider into a broader customer experience and AI services company.

Where is IntouchCX headquartered?

IntouchCX is headquartered at 240 Kennedy Street in Winnipeg, Manitoba, Canada, where the company was founded.

How many employees does IntouchCX have?

Estimates range from about 30,000 to 35,000 employees as of 2026 across more than 20 campuses in 14 countries. Headcount peaked near 38,000 in 2023.

What does IntouchCX do?

IntouchCX provides outsourced customer experience services including omnichannel support, content moderation, trust and safety, back-office processing and AI-powered analytics for consumer brands.

Who is the CEO of IntouchCX?

Mitul Kotecha serves as co-CEO of IntouchCX. Co-founder Greg Fettes is executive chairman, and Jeff Fettes sits on the board.

Brothers Greg Fettes and Jeff Fettes founded the company as 24-7 Intouch in Winnipeg in 2000, starting as a regional call center provider for North American clients. Growth was slow for a decade, then accelerated as e-commerce and app-based companies needed outsourced support that matched their digital culture.

Trilantic North America invested in 2016, providing growth capital while the Fettes brothers retained majority control. The company tripled in size under the partnership, expanding from 6 to 18 sites and adding more than 8,000 employees. When a new equity partner came in during 2018, Ontario Teachers' Pension Plan among the investors, Trilantic maintained a stake.

Expansion went global through the 2010s and 2020s: Guatemala, the Philippines, India, Colombia, Jamaica, Honduras, Mexico, Greece, Egypt and Malaysia joined the original Canadian and US footprint. Acquisitions like Knoah Solutions added capability and geographies.

In November 2022 the company rebranded from 24-7 Intouch to IntouchCX, reflecting a positioning shift from call center vendor to customer experience and AI partner. Co-CEO leadership evolved with Greg Fettes moving to founder and executive chairman while Mitul Kotecha leads as co-CEO. Workforce size peaked around 38,000 in 2023 before declining to roughly 30,000 by mid-2026 as automation and client rationalization reshaped BPO staffing industry-wide.

The nearshore expansion defined the 2015 to 2022 growth period. Recognizing that US clients wanted cost savings without full offshore distance, the company built campuses across Latin America, Colombia, Guatemala, Honduras, and later Egypt, Greece and Malaysia for multilingual coverage. By the early 2020s the network counted more than two dozen delivery centers across a dozen countries.

The 2022 rebrand from 24-7 Intouch to IntouchCX formalized a shift already underway: the company was selling trust and safety operations, content moderation, and AI-adjacent services alongside traditional voice support, and the old name anchored it to a call center identity that no longer described half the revenue mix.

IntouchCX was named to Forbes' America's Dream Employers 2025 list, one of few BPOs recognized. It has also appeared on customer management industry rankings for contact center and CX outsourcing providers, and its employee-rated nearshore operations in Mexico have been noted by recruiting agencies.

Greg Fettes remains CEO and controlling shareholder, one of the few founder-operators still running a scaled BPO business after 25 years.

Its Winnipeg roots still shape the culture even as delivery spans a dozen countries.