Ubiquity is a New York-headquartered business process outsourcing and customer experience company that has built its business around fast-growing financial technology brands and other challenger companies. Its careers page dates its founding to April 2, 2012, and the company describes growing from a single contact center into a global BPO partner for brands challenging the status quo. The platform records it as a private company, and in November 2021 it secured a significant strategic investment from BV Investment Partners, a private equity firm.
The fintech focus is the clearest feature of its positioning. At the time of the BV investment Ubiquity described itself as the #1 BPO for fintechs, supporting over 150 brands, and named BM Technologies, Marqeta, Green Dot, Chime and Greenwood as customers. Its home page now frames its client base more broadly as "Titans & Disruptors" across finance, healthcare, e-commerce and technology. That evolution matters competitively: in fintech and payments it competes with specialists such as TaskUs and Ibex for high-compliance support work, while its broader CX pitch puts it against larger generalists such as Alorica and Teleperformance.
Its footprint now spans the United States, Central and South America, the Philippines, the United Kingdom, Ghana and India. Two moves in 2026 extended it. In March 2026 Ubiquity agreed to acquire Shaip, adding AI data services and an India base in Ahmedabad, and in August 2026 it opened a new site in Iloilo City in the Philippines.
Ubiquity is founder-led. Co-founder Matt Nyren is Chief Executive Officer, and the founding team also includes Sagar Rajgopal, Corey Besaw and Franz Schwarzinger. In August 2026 the company was named to the Inc. 5000 for the 13th time, a list of fast-growing private companies in the United States, which points to sustained growth since its founding even though the company publishes no revenue figures.
Services & Capabilities
Ubiquity organises its offering into four service groups, each tied to a particular buyer problem.
- Customer experience: customer care, technical support, sales, collections and retention, which the company describes as backed by data to fuel personalization. This is the core contact centre business.
- Non-voice support: back-office work and data annotation. The annotation line has grown in importance since the Shaip acquisition, which the company says strengthens its global AI data, automation and digital services capabilities.
- Risk and response: identity verification, claims processing, chargebacks and risk reduction, which it says are trusted by regulators, banks and fintechs. At the time of the 2021 investment, co-founder Corey Besaw led its compliance operations, including dispute and chargeback management, fraud investigation and verification services.
- Specialized services: AI-driven quality assurance, data mining and business intelligence, and HIPAA-compliant medical billing and coding.
The risk and response line is what most distinguishes Ubiquity from general contact centre providers. Chargeback, dispute and identity verification work for banks and payment companies is regulated, error-sensitive and harder to move between vendors than general customer care, which gives Ubiquity stickier relationships in its core fintech segment.
Engagement model: Ubiquity sells through what it calls BreakthroughIQ, an agile, brand-centric partnership model that starts with immersion in the client's brand. Frost & Sullivan's 2026 recognition highlighted a structured expansion methodology in which clients move from initial validation to scaled deployment against defined performance, governance and readiness thresholds. In practice this is a land-and-expand model: a pilot programme that grows as performance targets are met.
AI-enabled delivery: According to the same recognition, Ubiquity embeds AI-powered quality assurance, sentiment analysis, agent assist, real-time analytics and automation into its delivery frameworks. Its proprietary assistant, Aigent, runs on every Ubiquity team (see Technology and Innovation).
The platform record lists AI and automation services, document processing, healthcare services, legal process outsourcing and inbound voice among its service lines.
Client Base & Market Position
Ubiquity's best-documented client base is in financial technology. In its 2021 investment announcement the company named BM Technologies, Marqeta, Green Dot, Chime and Greenwood as customers and said it was supporting over 150 brands. A senior Marqeta executive, Brian Kieley, SVP of Program Management, was quoted describing Ubiquity as a true partner. Its careers page now cites 350+ innovative brands across finance, healthcare, e-commerce and technology, which, if comparable, indicates that the client count more than doubled after 2021.
Industry coverage: The home page lists seven industries.
- Finance and insurance: its original and largest specialism, supported by its risk and response services.
- Healthcare and wellness: HIPAA-compliant member support, alongside medical billing and coding.
- Retail and e-commerce, technology and software, travel and hospitality, energy and utilities, and delivery and logistics.
Frost & Sullivan's 2026 recognition named banking, fintech, healthcare, retail and logistics as the industries where it builds customer trust, which matches the company's own emphasis.
Market position: Ubiquity's niche is complex, regulated support for high-growth brands rather than large-volume commodity care. Its BV Investment Partners backer described a customer base of leading challenger brands. The strength of this position is depth in a demanding segment; the exposure is that fintech clients' volumes rise and fall with their own funding cycles, so concentration in that segment ties Ubiquity's growth to the health of venture-funded financial services.
Recognition: In March 2026 Frost & Sullivan gave Ubiquity its 2026 North American Enabling Technology Leadership Recognition in the customer experience management sector. In August 2026 it was named to the Inc. 5000 for the 13th time.
The platform record lists automotive, healthcare and life sciences, and legal among its verticals.
Delivery Infrastructure & Operations
Ubiquity runs a multi-shore delivery network that gives clients onshore, nearshore and offshore options. Its headquarters are in New York, where its careers page says the leadership team drives innovation and growth.
United States: Besides New York, it operates in Mission, Texas, in the Rio Grande Valley, an area it chose for its Spanish-speaking population, which it puts at 76%.
Central and South America: San Salvador is its English/Spanish operational hub, and it has sites in San Pedro Sula, Honduras, Guatemala City and Bogotá, Colombia. This nearshore base serves US clients that need bilingual support in US time zones, a common requirement for consumer fintech.
Philippines: The Philippines is its largest offshore base, with sites in Manila, Bacolod, Cagayan de Oro, Laguna and, since 2026, Iloilo. The company describes Iloilo as one of the Philippines' leading regional outsourcing destinations, and it opened its newest site there in August 2026. Its spread across several Visayas and Mindanao cities, rather than concentration in Metro Manila, gives it access to provincial talent pools and some resilience against disruption in a single city.
Europe, Africa and India: It operates in Sheffield in the United Kingdom and Accra in Ghana, where its teams provide multilingual support. Ahmedabad is home to its India operations through its acquisition of Shaip.
Current hiring: The platform tracks 20 open roles and 200 active job postings. Recent postings include customer service representatives in Taguig and Iloilo, a collections team leader in Iloilo, workforce analysts and people technology roles in Bacolod and Manila, a payroll specialist in Cagayan de Oro, an MIS analyst in Biñan, and a payroll manager and operations manager in San Salvador. Postings for a machine learning engineer and places engineers in Taguig point to the AI data work that has grown alongside its traditional contact centre roles.
Workforce indicators: The careers page states that 96% of employees stick with Ubiquity and that 85% of roles are promoted from within. These are company-reported figures, but if they hold they would be unusually strong for a contact centre operator, and internal promotion supports the account continuity that its fintech clients value.
Ownership, Financials & Scale
Ownership: The platform records Ubiquity as Private. In November 2021 the company announced a significant strategic investment from BV Investment Partners, which describes itself as a private equity firm focused on tech-enabled business services, software and IT services. Jason Kustka, a Managing Director at BV Investment Partners, welcomed the deal as a chance to accelerate Ubiquity's growth, and Executive Chairman Ray Iglesias said at the time that the firm was selected for its experience in working with founders and growing companies in business services and outsourcing.
The structure, a founder-led company with a private equity investor alongside, shapes its strategy. Sponsor capital helps fund acquisitions such as Shaip and new sites such as Iloilo, while the founders' continued leadership keeps the client-relationship model that underpinned its early growth.
Advisers: On the 2021 transaction William Blair served as financial advisor to Ubiquity and Goodwin as its legal counsel.
Financials: No audited revenue figures for Ubiquity were found during research.
Scale: In 2021 Ubiquity reported supporting over 150 brands; its careers page now cites 350+. Earlier records put the workforce at 5,400. Its delivery network spans sites in nine countries, from the United States and Central America to the Philippines, the United Kingdom, Ghana and India. Repeated Inc. 5000 listings, 13 by August 2026, are the clearest public indicator of growth.
People, Leadership & Culture
Leadership: Matt Nyren is Co-Founder and Chief Executive Officer of Ubiquity and has led the company since its founding. In 2026 he described the future of customer experience as built on the combination of intelligent technology, operational discipline and human expertise, a summary of the company's AI-plus-people pitch.
Founding team: The company's leadership page lists four founders still in senior roles: Nyren, Sagar Rajgopal and Corey Besaw as Managing Partners, and Franz Schwarzinger as Managing Partner and CIO. At the 2021 investment Rajgopal was Chief Operating Officer managing global operations, Besaw was President of Banking Operations, and Schwarzinger, as Chief Information Officer, had built its cloud-based telephony network. The continuity of a founding team of operators is unusual among private-equity-backed BPO providers and supports the relationship-led model the company sells.
Wider team: Ron Fetzer is Chief Finance Officer, Jennifer Garde EVP of Customer Experience, Megan Porter EVP for the UK and Europe, and Tanya Clark EVP of People.
Board: Ray Iglesias is Executive Chairman, and the investor relationship with BV Investment Partners has been represented by Managing Director Jason Kustka since the 2021 deal.
Talent movement: Over the past 24 months the platform recorded 6 senior hires into Ubiquity and 7 departures. Arrivals came from firms including Transcom, Teleperformance and TELUS, and departures went to Transcom, KMC Solutions, Emapta and XtendOps. The exchange with Transcom in both directions shows the two firms competing for the same operations talent.
Culture: The company's stated values are Head, Heart and Hustle. Its careers page reports that 93% of employees are proud to work at Ubiquity and that 95% of new employees feel welcome when they join, company-reported figures that support its recruitment pitch in competitive Philippine and Central American labour markets.
Technology & Innovation
Ubiquity's technology proposition is AI embedded in its delivery operations rather than a separately sold software product.
Aigent: The company describes Aigent as the invisible AI that powers its teams, running behind the scenes on every Ubiquity team to deliver faster ramp, sharper coaching and better outcomes. It says Aigent is trained on real CX data and built for contact centers, and that it builds playbooks, FAQs and workflows from client data so that new agents ramp in days. The value to clients lies in shorter training cycles and more consistent agent performance, which reduce the cost of scaling a programme.
Embedded analytics: Frost & Sullivan's 2026 recognition describes AI-powered quality assurance, sentiment analysis, agent assist, real-time analytics and automation built directly into delivery frameworks, along with AI-enabled performance visibility across ramp, steady-state delivery and continuous improvement.
AI data services: The Shaip acquisition in 2026 added AI data, automation and digital services capabilities, and the home page lists data annotation among its non-voice services. This line serves a different buyer from contact centre work, namely companies building and training AI models, and it gives Ubiquity exposure to demand created by AI rather than only to the cost pressure AI places on traditional customer care.
Telephony infrastructure: At the time of the 2021 investment, co-founder Franz Schwarzinger was credited with building a cloud-based telephony network and leading innovations in its call center technology and user interfaces.
Recognition: The 2026 Frost & Sullivan recognition cited the company for advancing AI-enabled CX innovation, strengthening operational execution and delivering measurable commercial impact.
Strategic Assessment
Strengths
- Fintech specialism: Named customers including Marqeta, Chime and Green Dot, and risk and response services trusted by banks and fintechs, give it depth in a regulated niche.
- Multi-shore footprint: Sites across the United States, Central and South America, the Philippines, the United Kingdom, Ghana and India support bilingual, nearshore and offshore delivery.
- Founder continuity: Matt Nyren and his co-founders still lead the business, supported by BV Investment Partners since 2021.
- Sustained growth record: A 13th Inc. 5000 listing in August 2026.
Risks and Vulnerabilities
- Segment concentration: A client base built on fintech and challenger brands ties volumes to those clients' funding cycles.
- Limited financial transparency: No audited revenue figures were found, which makes scale hard for buyers to verify.
- Integration load: The Shaip acquisition adds a new business line, AI data services, and a new country, India.
- Competition for operations talent: Senior staff move in both directions with Transcom, and others have left for Philippine competitors such as KMC Solutions and Emapta.
Opportunities
- AI data services: Shaip gives it a route to sell data annotation and AI training data alongside CX.
- Philippine provincial expansion: The Iloilo site adds capacity outside Metro Manila.
- Healthcare: HIPAA-compliant member support and medical billing and coding extend its regulated-services model beyond finance.
