Melbourne-based customer experience (CX) and digital services provider Symbos will bolt on contact centre expertise with the acquisition of CPM Australia for an undisclosed sum, in a deal that increases its total staff numbers by 300 to more than 2,000 people.
The move is expected to enhance the capability of Allegro Funds-backed Symbos, leveraging its digital infrastructure with CPM’s established contact-centre expertise to provide an AI-enabled service capability and global delivery network across Australia, New Zealand, Fiji, the Philippines and South Africa.
Symbos CEO Avik Choudhuri says the acquisition accelerates the organisation’s strategic vision of becoming a true end-to-end CX disruptor in the Australian market.
"This acquisition is about capability," Choudhuri explains. "CPM brings deep expertise in contact-centre operations and a strong Australian-based management team. Coupled with our digital infrastructure and AI-enabled service design, it positions Symbos to lead the next wave of customer experience delivery in Australia."
"We are an Australian owned and headquartered, digitally enabled end-to-end CX organisation that designs solutions tailored to each customer’s needs."
Choudhuri says the $2 billion Australian contact centre market is growing at a compound annual growth rate (CAGR) of 11-14 per cent.
"As demand increases for digitally enabled customer experience providers with strong local capability and a mix of onshore, offshore and nearshore delivery, there is a clear opportunity for the right provider to gain market share," he says.
"With this acquisition, we are in a strong position to deliver on that vision."
He adds the company's strategy is built around services operating like software, powered by "augmented humans", intelligent automation and robust foundations in data and AI.
"As agentic AI solutions become increasingly accessible, Symbos’ early investments in developing practical use cases with our customers are now delivering measurable value," he says.
"We continue to unlock opportunities at pace and redefine partnership models through digitally enabled solutions."
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