Horizon Contact Centers LTD scorecard
Last updated: 2026-08-26
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Company Overview
Horizon Contact Centers LTD is a BPO company.
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Executive summary
Client Value Proposition: Summary: The public value proposition centers on scalable outsourced customer operations, around-the-clock service, and a Nairobi-based delivery site with infrastructure intended to support service continuity.. Value Points: Title: Scalability. Value Points: Description: Public materials claim capacity to house over 1,200 agents.. Value Points: Title: Service continuity. Value Points: Description: Public materials mention redundant electrical infrastructure, dual backup UPS, and generators.. Value Points: Title: Global service coverage. Value Points: Description: Public materials state service delivery to the global market across multiple countries and continents.. Company Overview: Tagline: An on-demand international contact center and BPO company.. Highlights: Public materials describe it as East and Central Africa's first state-of-the-art, fully on-demand international contact center and BPO company.. Highlights: Public materials state it operates a world-class facility in Nairobi and supports scalable operations.. Highlights: Public materials describe voice and non-voice service coverage for the global market.. Description: Horizon Contact Centers Ltd is presented publicly as an on-demand international contact center and business process outsourcing provider based in Nairobi, Kenya, serving the global market.. Competitive Differentiators: Differentiators: Title: Regional scale claim. Differentiators: Description: Public materials describe the company as East and Central Africa's largest outsourcing contact center and say it can scale to over 1,200 agents.. Differentiators: Title: 24x7x365 operating model. Differentiators: Description: Public directory and company descriptions state operations run around the clock across the full year.. Differentiators: Title: Broad voice and non-voice portfolio. Differentiators: Description: Public materials emphasize multichannel, voice, and non-voice service coverage.. Differentiators: Title: Nairobi delivery facility. Differentiators: Description: Public materials describe a world-class facility in Nairobi, Kenya
Strengths
- Client Value Proposition: Summary: The public value proposition centers on scalable outsourced customer operations, around-the-clock service, and a Nairobi-based delivery site with infrastructure intended to support service continuity.. Value Points: Title: Scalability. Value Points: Description: Public materials claim capacity to house over 1,200 agents.. Value Points: Title: Service continuity. Value Points: Description: Public materials mention redundant electrical infrastructure, dual backup UPS, and generators.. Value Points: Title: Global service coverage. Value Points: Description: Public materials state service delivery to. (public_web; observed 2016-06-02)
- Company Overview: Tagline: An on-demand international contact center and BPO company.. Highlights: Public materials describe it as East and Central Africa's first state-of-the-art, fully on-demand international contact center and BPO company.. Highlights: Public materials state it operates a world-class facility in Nairobi and supports scalable operations.. Highlights: Public materials describe voice and non-voice service coverage for the global market.. Description: Horizon Contact Centers Ltd is presented publicly as an on-demand international contact center and business process outsourcing. (public_web; observed 2026-08-20)
- Competitive Differentiators: Differentiators: Title: Regional scale claim. Differentiators: Description: Public materials describe the company as East and Central Africa's largest outsourcing contact center and say it can scale to over 1,200 agents.. Differentiators: Title: 24x7x365 operating model. Differentiators: Description: Public directory and company descriptions state operations run around the clock across the full year.. Differentiators: Title: Broad voice and non-voice portfolio. Differentiators: Description: Public materials emphasize multichannel, voice, and non-voice service coverage.. Differentiators: Title: Nairobi delivery facility.. (public_web; observed 2016-06-02)
Gaps
- The reviewed public sources do not establish buyer-specific service levels, staffing commitments, or acceptance criteria for a defined scope. (public_web; observed 2016-06-02)
- The reviewed public sources do not establish a buyer-specific continuity design, recovery objective, security schedule, or named delivery team. (public_web; observed 2026-08-20)
- The reviewed public sources do not provide directly comparable commercial terms and independently verified outcomes for a like-for-like engagement. (public_web; observed 2026-01-18)
Firmographics
GB100 score
Overall score: 47
- egs: 36
- growth: 50
- reputation: 45.5
- ai_readiness: 50
- market_footprint: 50
- digital_readiness: 52.6
Scores are calculated from published evidence and the current GB100 methodology; payment does not affect rank.
Services and operating scope
Key Firmographics: Founded Year: 2008. Revenue Display: Approximately $100K-$5.0M estimated by third-party directories; another directory lists $21.9M, but this is not independently verified and should be treated cautiously.. Sectors Display: Outsourcing / offshoring. Sectors Display: Business services. Sectors Display: Contact center / BPO. Headquarters Display: Gateway Park, Mombasa Road, Nairobi, Kenya. Employee Count Display: 100-200 employees. Ownership Type Display: Private / independent company. Employee & Client Sentiment: Sentiment Trend: unknown. Employee Satisfaction: unknown. Services & Offerings: Categories: Name: Contact center services. Categories: Services: Voice customer support. Categories: Services: Non-voice customer support. Categories: Services: Multichannel contact center solutions. Categories: Services: 24x7x365 operations. Categories: Name: Business process outsourcing. Categories: Services: General BPO services. Categories: Services: International outsourced operations. Categories: Name: Recruitment process outsourcing. Categories: Services: Recruitment process outsourcing. Categories: Name: Customer experience / insights. Categories: Services: Intelligent insight solution. Categories: Services: Customer satisfaction-related analytics. Executive Summary: Summary: Horizon Contact Centers Ltd is a Nairobi-based BPO and contact center provider publicly positioned as serving international clients with 24x7x365 operations, multichannel contact center capabilities, and a large-scale delivery facility.. Delivery Center Details: Centers: City: Nairobi. Centers: Country: Kenya. Financial Health: Overall Health: unknown. Leadership & Executives: Executives: Bio: Public directory listings identify Ravi Kohli as Founder & Managing Director.. Executives: Name: Ravi Kohli. Executives: Title: Founder & Managing Director. Recent News: Articles: Date: 2016-06-02. Articles: Title: Frost & Sullivan honours Horizon Contact Centers for competitive strategies in Kenya. Articles: Source: PR Newswire. Articles: Summary: The announcement says Horizon was recognized for competitive strategies in the Kenyan market and describes its Nairobi facility and regional scale.. Reputation & Reviews: Summary: Publicly accessible review and directory sources provide limited third-party visibility; one directory shows a low-volume
Geography
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Methodology
Horizon Contact Centers LTD's BPOIndex scorecard is assembled from public, attributable evidence rather than vendor-submitted marketing claims or a paid-placement package. The research pass reviewed 14 distinct source URLs and retained 13 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.
Coverage gaps
- Insufficient public evidence for employee coverage.
- Insufficient public evidence for headquarters coverage.
- Insufficient public evidence for service taxonomy coverage.
- Insufficient public evidence for industry taxonomy coverage.
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