Twenty years ago, we started with a simple belief: that the growing US Hispanic market deserved to be served — genuinely, culturally, and with excellence. We launched as ListenUp Español, and for the first three years, as much of our work was education as it was execution. We were teaching the market why connecting with Hispanic consumers mattered, while simultaneously building the infrastructure to do it better than anyone else. What we didn’t fully anticipate was that in opening that door for our clients, we were also opening a new market for the call center industry itself. That was the first sign of something that would become core to our DNA: we don’t just respond to change. We create it.
Building a business across a border — in a country whose language we were still learning — forced us to lead with culture from day one. That was not a disadvantage. It turned out to be our greatest competitive edge. The people, the processes, and the cultural fluency we built in those early years became the foundation that everything else was constructed on. And that foundation has never cracked.
From there, the evolution continued on its own terms. Expanding into English-language services — which now represents 80% of our business — was not a pivot away from who we were. It was proof that the model worked across markets. Adding a dedicated customer service division alongside our established sales teams brought new depth to what we could offer clients. Each of these moves happened organically, at the right moment, supported by the long-term relationships we had earned the right to build. That’s not coincidence. That’s trust, compounded over time.
Today, we are a 530-seat nearshore operation serving clients across the United States, Mexico, and Latin America, with over $1 billion in revenue generated and 30 million calls completed
Those are not just numbers — they represent millions of real conversations, real customer moments, and real results delivered on behalf of the brands that believed in us early and stayed with us long.
Those are not just numbers — they represent millions of real conversations, real customer moments, and real results delivered on behalf of the brands that believed in us early and stayed with us long.
So where are we now? Same company. Bigger stage. Time to evolve again.
The conversation in our industry right now is dominated by artificial intelligence, and for good reason. AI is fundamentally reshaping the call center landscape — automating routine interactions, analyzing customer sentiment in real time, reducing handle times, and enabling agents to focus on higher-value conversations. For a 500-seat operation, the implications are significant. The question is not whether AI changes this industry. It already has. The question is whether you treat AI as a replacement or as a partner.We have a clear answer: AI amplifies great people. It does not replace them.
The conversation in our industry right now is dominated by artificial intelligence, and for good reason. AI is fundamentally reshaping the call center landscape — automating routine interactions, analyzing customer sentiment in real time, reducing handle times, and enabling agents to focus on higher-value conversations. For a 500-seat operation, the implications are significant. The question is not whether AI changes this industry. It already has. The question is whether you treat AI as a replacement or as a partner.We have a clear answer: AI amplifies great people. It does not replace them.
We are early adopters — not because it’s trendy, but because that is who we have always been. Our AI agents are fully integrated with our live agents today. We are not waiting to see how this plays out. We are actively building the model we believe wins: human expertise and judgment working in concert with AI-driven efficiency and scale. AI handles the repetitive, the predictable, and the high-volume. Our people handle the nuanced, the emotional, and the complex. Together, they deliver something neither can do alone.
This is not a transition away from people. It is an investment in them. Our core values — doing the right thing, having each other’s back, challenging yourself, and exceeding expectations — are not bullet points on a wall. They are how we operate. Our staff has always been central to our history, and they remain central to our future. Technology makes us faster. Our people make us better.
When people ask me what the next 20 years looks like, I’ll be honest: I don’t need to have all the answers. What I know is that the world is changing — industries are shifting, new verticals are emerging, and others will fade. We will watch those shifts carefully and move with them, just as we always have. We will continue to collaborate with forward-thinking partners, build with the best new tools available, and compete with the spirit that got us here.
We don’t handle calls — we optimize customer experiences that drive revenue and retention.
That has always been true. AI gives us new ways to deliver on that promise at greater scale and with greater precision. We are embracing it fully, and we are doing it in a way that creates opportunity for our people, not at their expense.Twenty years in, we celebrate not just what we have built, but what we represent: a company that has always been willing to bet on itself, on its people, and on what’s possible when you combine genuine human connection with the best tools of the moment.
That has always been true. AI gives us new ways to deliver on that promise at greater scale and with greater precision. We are embracing it fully, and we are doing it in a way that creates opportunity for our people, not at their expense.Twenty years in, we celebrate not just what we have built, but what we represent: a company that has always been willing to bet on itself, on its people, and on what’s possible when you combine genuine human connection with the best tools of the moment.
The next chapter is already being written. We’re glad you’re in it with us.
Tony Ricciardi & the ListenTrust Team Formerly ListenUp Español — Always Moving Forward
