Contactworks scorecard

Company Overview

Contactworks is a BPO company headquartered in 11900 Jollyville Rd, #203068, 78759, AUSTIN, TX, founded in 2004, with approximately 50-99 employees. They specialize in Sales & Marketing, Technical Support, Outbound Sales, Customer Support. They serve the Automotive, Fintech & Financial Services, E-commerce & Retail, Government & Public Sector, Healthcare & Life Sciences, Travel & Hospitality industries.

Linkedin page opens in new window Facebook page opens in new window ContactWorksContactWorksContactWorksContactWorks - Home - Services - About Us - Employment - Contact Us

Executive summary

Brand Profile: Voice: high-touch. Voice: high-value. Voice: scalable. Voice: personalized. Client Value Proposition: Summary: ContactWorks says it helps businesses strengthen customer relationships, improve customer experience, and scale support operations with reliable outsourced contact center services.. Value Points: Title: Customer experience focus. Value Points: Description: Positions services around stronger, more meaningful customer relationships and improved satisfaction.. Value Points: Title: Scalable delivery. Value Points: Description: Public content emphasizes flexible outsourcing that can expand or contract with client needs.. Value Points: Title: Operational efficiency. Value Points: Description: Partner-directory listings describe the offering as reducing costs and enhancing operational efficiency.. Value Points: Title: Brand-aligned support. Value Points: Description: The company states its support is personalized and aligned with the client brand.. Company Overview: Tagline: World-class call center and customer contact services. Highlights: Austin, Texas-based contact center provider. Highlights: Positions itself as a strategic partner for customer experience management. Highlights: Emphasizes scalable, personalized support and cloud-based omni-channel operations. Description: ContactWorks presents itself as a Texas-based contact center and customer contact services provider offering scalable, high-touch outsourcing solutions across customer support, technical support, sales, and related contact center functions.. Competitive Differentiators: Differentiators: Title: High-touch service model. Differentiators: Description: Public materials emphasize high-value, high-touch contact center interactions rather than low-touch volume handling.. Differentiators: Title: Omni-channel and cloud-based operations. Differentiators: Description: Public profiles reference cloud-based systems with ticketing and omni-channel capability across calls, chats, text, and email.. Differentiators: Title: Flexible, scalable outsourcing. Differentiators: Description: The company repeatedly describes its offerings as customizable and scalable to fit changing business needs.. Differentiators: Title: Broad service mix. Differentiators: Description: Public descriptions

Strengths

• Brand Profile: Voice: high-touch. Voice: high-value. Voice: scalable. Voice: personalized. (public_web; observed 2026-08-21)
• Client Value Proposition: Summary: ContactWorks says it helps businesses strengthen customer relationships, improve customer experience, and scale support operations with reliable outsourced contact center services.. Value Points: Title: Customer experience focus. Value Points: Description: Positions services around stronger, more meaningful customer relationships and improved satisfaction.. Value Points: Title: Scalable delivery. Value Points: Description: Public content emphasizes flexible outsourcing that can expand or contract with client needs.. Value Points: Title: Operational efficiency. Value Points: Description: Partner-directory listings describe the. (public_web; observed 2026-08-21)
• Company Overview: Tagline: World-class call center and customer contact services. Highlights: Austin, Texas-based contact center provider. Highlights: Positions itself as a strategic partner for customer experience management. Highlights: Emphasizes scalable, personalized support and cloud-based omni-channel operations. Description: ContactWorks presents itself as a Texas-based contact center and customer contact services provider offering scalable, high-touch outsourcing solutions across customer support, technical support, sales, and related contact center functions.. (public_web; observed 2026-08-21)

Gaps

• The reviewed public sources do not establish buyer-specific service levels, staffing commitments, or acceptance criteria for a defined scope. (public_web; observed 2026-08-21)
• The reviewed public sources do not establish a buyer-specific continuity design, recovery objective, security schedule, or named delivery team. (public_web; observed 2026-03-22)
• The reviewed public sources do not provide directly comparable commercial terms and independently verified outcomes for a like-for-like engagement. (public_web; observed 2026-08-21)

Firmographics

GB100 score

Overall score: 46

• egs: 41.3
• growth: 50
• reputation: 54.3
• ai_readiness: 50
• market_footprint: 33.4
• digital_readiness: 45.8

Scores are calculated from published evidence and the current GB100 methodology; payment does not affect rank.

Services and operating scope

Contactworks's structured service taxonomy includes Sales & Marketing, Technical Support, Outbound Sales, Customer Support. Competitive Landscape: Competitors: Name: DesignRush-listed contact center agencies. Competitors: Evidence: Directory comparison context for similar service providers.. Competitors: Relationship: adjacent. Competitors: Name: Outsource Accelerator-listed BPOs. Competitors: Evidence: BPO directory positioning and comparable outsourced service profiles.. Competitors: Relationship: adjacent. Positioning: Texas-based, high-touch contact center and outsourced customer contact provider with scalable delivery across multiple geographies.. Market Signals: Listed in multiple BPO/agency directories. Market Signals: Public website emphasizes scalable outsourced support across industries. Differentiators: High-touch customer contact positioning. Differentiators: Broad service mix including customer service, technical support, employee help desk, inbound and outbound sales, and order management. Differentiators: Publicly stated multi-country operational footprint. Pricing & Engagement: Models: Name: Custom quote / project-based engagement. Models: Best For: Clients seeking tailored contact center outsourcing. Models: Description: No public rate card was verified; available materials suggest engagements are customized to client needs.. Summary: Public sources do not provide a direct pricing sheet or a standard commercial model from ContactWorks.. Employee & Client Sentiment: Sentiment Trend: unknown. Employee Satisfaction: unknown. Services & Offerings: Categories: Name: Customer support. Categories: Services: Customer service. Categories: Services: Answering services. Categories: Services: Order management. Categories: Services: Billing support. Categories: Services: Concierge-style services. Categories: Name: Technical support. Categories: Services: Desktop troubleshooting. Categories: Services: Mobile device support. Categories: Services: IoT diagnostics. Categories: Services: Application assistance. Categories: Services: Proactive network monitoring. Categories: Name: Sales and retention. Categories: Services: Inbound sales. Categories: Services: Outbound sales. Categories: Services: Lead generation. Categories: Services: Appointment setting. Categories: Services: Customer retention campaigns. Categories: Name: Specialized support. Categories: Services: Employee help desk. Categories: Services: Healthcare member services. Categories: Services: After-hours support. Categories: Services: Secret shopper. Categories: Services: Social media monitoring. Executive Summary: Summary: ContactWorks is an Austin-based BPO/contact center provider

Geography

The public profile records headquarters as 11900 Jollyville Rd, #203068, 78759, AUSTIN, TX. Countries listed in the structured record include India, Philippines, South Africa, United States. Delivery Center Details: Centers: City: Austin. Centers: Model: HQ/office location. Centers: Country: United States. Centers: City: Belize. Centers: Model: additional operations. Centers: Country: Belize. Centers: City: Guatemala. Centers: Model: additional operations. Centers: Country: Guatemala. Centers: City: El Salvador. Centers: Model: additional operations. Centers: Country: El Salvador. Centers: City: Philippines. Centers: Model: additional operations. Centers: Country: Philippines. Centers: City: South Africa. Centers: Model: additional operations. Centers: Country: South Africa. Key Firmographics: Sectors Display: Customer support. Sectors Display: Contact center outsourcing. Sectors Display: Technical support. Sectors Display: Business process outsourcing. Headquarters Display: Austin, Texas, United States. Financial Health: Overall Health: unknown. Leadership & Executives: Executives: Bio: Identified publicly as the president and founder of ContactWorks.. Executives: Name: Tom Sultenfuss. Executives: Title: President and founder. Reputation & Reviews: Summary: Public review and directory signals are limited and inconsistent, with no authoritative review score verified from primary sources.. Credentials: Detail: A profile exists, but no verified numeric rating was captured from the public snippet.. Credentials: Platform: DesignRush. Credentials: Detail: A directory listing is available, but no verified review score was captured from the public snippet.. Credentials: Platform: Outsource Accelerator. Tech Stack & Tools: Tools: Category: Other. Tools: Confidence: inferred. Tools: Product Name: cloud-based ticketing and omni-channel systems. Coverage Hours: 24/7. Compliance: GDPR Attestation. Compliance: PCI DSS. Compliance: HIPAA. Compliance: ISO 27001. Service: Technical Support. Service: Outbound Sales. Service: Sales & Marketing. Service: Customer Support. Description Long: Linkedin page opens in new window Facebook page opens in new window ContactWorksContactWorksContactWorksContactWorks - Home - Services - About Us - Employment - Contact Us.

Methodology

Contactworks's BPOIndex scorecard is assembled from public, attributable evidence rather than vendor-submitted marketing claims or a paid-placement package. The research pass reviewed 12 distinct source URLs and retained 25 substantive facts or company sections with direct citations. Each retained observation is tied to the page where it was found and to the date on which that page was observed. Information that could not be traced to a reviewed public source was left out. This distinction matters because a provider's website may describe broad capabilities without publishing buyer-specific service levels, staffing commitments, commercial terms, delivery capacity, or independently comparable outcomes. Collection and publication are separate. Collection discovers public pages, records evidence, and builds structured sections for company background, services, delivery footprint, operating signals, and credentials. Publication includes only substantive observations carrying an HTTP citation. The strengths below identify areas where the provider has published inspectable information; they are not guarantees of quality, price, security, or fit. Evidence gaps are questions the reviewed sources did not answer at a buyer-specific level, not negative claims about the provider. Peer links are navigation aids from other canonical BPOIndex profiles, not a claim that every company is identical in size, geography, specialization, or commercial model. Buyers should compare the underlying service taxonomy, locations, evidence, and current score dimensions. Confirm scope-specific service levels, named delivery sites, staffing assumptions, security controls, continuity plans, pricing units, minimum commitments, and referenceable outcomes directly with the provider. The observed dates show when evidence was collected. Later enrichment can add newly published sources, but unsupported inference, duplicate shells, and generic filler do not qualify a page for indexing.

Read the full GB100 methodology

Coverage gaps

No additional coverage gaps were identified in the published fields.

Services

• Sales & Marketing
• Technical Support
• Outbound Sales
• Customer Support

Industries Served

• Automotive
• Fintech & Financial Services
• E-commerce & Retail
• Government & Public Sector
• Healthcare & Life Sciences
• Travel & Hospitality

Contact

Website: https://www.contactworks.us

Email: info@cwxtx.com

Phone: 512-220-4400

LinkedIn: http://www.linkedin.com/company/contactworks

Frequently Asked Questions

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