Symbos grows customer experience services with CPM Australia buy

Symbos has expanded its presence in the customer experience sector following its acquisition of CPM Australia. The purchase brings together Symbos' digital delivery assets with CPM's established expertise in contact centre operations and retail customer service.

Market growth

The integration of CPM Australia into Symbos increases the group's operational workforce to over 2,000 staff across Australia, New Zealand, Fiji, the Philippines, and South Africa. This move aligns with Symbos' plans to strengthen its position in the Australian customer experience market and broaden its global delivery capabilities.

Service capabilities

CPM Australia has built a reputation in the market for its contact centre management and client service. The combination with Symbos adds access to advanced digital infrastructure and AI-enabled service models. The resulting organisation states that it will now be able to offer expanded omnichannel solutions, supporting clients with integrated sales, service, support, and collections functions.

"This acquisition is about capability. 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," said Avik Choudhuri, Chief Executive Officer, Symbos.

"We are an Australian owned and headquartered, digitally enabled end-to-end CX organisation that designs solutions tailored to each customer's needs."

Australian focus

Symbos underscored its commitment to delivering services from an Australian base while supporting international clients. The business aims to distinguish itself from larger global firms by emphasising its locally managed operations.

Challenger positioning

The company describes its new expanded role as that of a challenger in a market characterised by international operators. The combined resources of Symbos and CPM Australia offer the company greater scale, while retaining a focus on collaboration and responsiveness to local market requirements.

Choudhuri said this positions Symbos to deliver the scale of a global provider while offering the flexibility and customer engagement levels expected from a local operator.