Intelcia, owned by French multinational Altice, has taken over Spanish group Unísono, a contact centre that works for various big names, including Naturgy, Iberdrola, ING, Vodafone and Santander. With this takeover Intelcia now becomes one of the world leaders in the sector and has reasserted its ambition to generate revenue of €1.5 billion by 2025.

The takeover is part of Intelcia's 2020-2025 strategy and its strategic challenge for geographic and trade diversification. The process started in 2020 when the group set up the Intelcia IT Solutions division and gained a foothold in America, most notably in the United States. "We want to use local management methods and preserve skills to build a common history together. The combination of our experience and the regions where we have established a presence have already made it possible to identify several sources of growth," explains Karim Bernoussi, President and CEO and co-founder of the Intelcia Group.

Unisono, founded in Madrid in 1999, specialises in customer experience, business process outsourcing, digitalisation, automation and customer relationship consulting. It has 9,000 employees in 16 locations in Spain, Colombia, Chile and Scotland, generating revenue of €146 million last year, and a portfolio of more than 100 clients.  The group has consolidated its presence in the Spanish market due to constant investments in innovation and a multichannel operating model focused on maximising quality and customer experience. "This takeover is a one-off opportunity for our employees in their professional development. We are very excited to join an international group that values our identity, our reputation and our management style," says Sandra Gibert, CEO of Unisono. 

This takeover allows Intelcia to expand its international presence with new multilingual onshore, nearshore and offshore capabilities to address the Spanish-speaking market. Intelcia is expected to achieve revenue of €700 million by 2021, becoming one of the market leaders with 300 customers, 35,000 employees and 72 locations in 20 countries.

^{Foto: Intelcia}