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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
Ceiba Capital Partners with CCSI to Deliver CX Solutions to Private Equity Firms
San Diego, CA and New York, NY — April 2026 — Ceiba Capital Partners, a private equity firm with offices in New York, announced a new strategic collaboration with Call Center Services International (CCSI), a provider of Nearshore operational infrastructure and staff augmentation solutions from Mexico for U.S.-based companies. The strategic alliance is designed to support value creation for private equity investments. Gerson R. Guzman and Justin T. Crane have also joined CCSI as Strategic Advisors to support the delivery of technology transformation and customer service solutions to its growing base of private equity clients.
- A Strategic Partnership Built for Value Creation
- CCSI's 4-Pillar Equity Value Creation Framework
- AI Automation and Operational Capacity
- Why CCSI for Private Equity Portfolios
- About Ceiba Capital Partners
- About Call Center Services International
- Contact the Private Equity Team
A Strategic Partnership Built for Value Creation
Ceiba Capital Partners, a private equity firm investing in healthcare, business services, specialty manufacturing, and enthusiast products, announced a strategic partnership with Call Center Services International. This collaboration is designed to provide Ceiba's portfolio companies with access to CCSI's operational infrastructure platform, specifically targeting margin expansion, workforce optimization, and scalable operating leverage through operational improvements.
Through this partnership, CCSI becomes an embedded resource within Ceiba's private equity value creation strategies, helping portfolio companies identify opportunities to protect and enhance EBITDA and exit value.
The collaboration combines Ceiba's private equity and operating experience with CCSI's Nearshore delivery model in Mexico, bilingual workforce, operational infrastructure, and technology-enabled solutions.
CCSI's 4-Pillar Equity Value Creation Framework for Private Equity
Improving customer service and increasing the operational efficiency of customer service solutions through an integrated human and technology approach can be a strategic priority for private equity portfolio companies. Whether the objective is enhancing the value of an existing platform or providing scalable infrastructure in a buy-and-build strategy, increasing complexity can create margin leakage, integration delays, and pressure on deal value.
CCSI has structured a four-pillar framework specifically for Private Equity portfolio companies. The framework moves beyond traditional outsourcing to provide strategic operational and technology-enabled infrastructure focused on measurable financial and operational outcomes.
Pillar 1: EBITDA Expansion
CCSI focuses on improving margin performance by optimizing support cost structures and increasing workforce productivity, leading to greater operational efficiency.
Across comparable scaled environments, opportunities may exist to significantly reduce support labor costs depending on the existing cost structure, operating model, workforce requirements, and processes involved.
The financial impact can become especially significant in a private equity environment because improvements in EBITDA may also affect enterprise value. For example, a $2M–$5M EBITDA improvement at an illustrative 8x–12x valuation multiple represents approximately $16M–$60M in potential incremental equity value.
Actual savings, EBITDA improvements, and valuation impact vary by portfolio company, baseline performance, implementation scope, and market conditions.
Pillar 2: Workforce and Cost Structure Optimization
As portfolio companies scale, decentralized support models can create inefficiencies. CCSI helps centralize and rationalize appropriate support functions through shared-services consolidation, supervisory redesign, utilization benchmarking, and embedded workforce deployment.
The objective is to create scalable capacity without unnecessarily expanding fixed overhead while allowing portfolio company leadership to maintain visibility and control over its operations.
CCSI's Private Equity support model can also provide additional flexibility as portfolio companies grow, integrate acquisitions, or adjust workforce requirements.
Pillar 3: Operational Visibility and Governance
Private Equity requires performance transparency. CCSI implements executive dashboards, KPI standardization aligned with operational and margin objectives, and productivity analytics designed to connect workforce performance with financial goals.
Clear metrics can strengthen governance and help portfolio company leadership identify operational issues, monitor performance, and make more informed decisions.
Pillar 4: Scalable Revenue and Support Infrastructure
Beyond cost optimization, CCSI supports growth through structured revenue enablement and operational support. Its flexible workforce model allows portfolio companies to add capacity during periods of growth, support acquisition integration, manage seasonality, and adjust operations when business conditions change.
This flexibility can be particularly valuable in buy-and-build strategies where multiple organizations, systems, processes, and support functions may need to be integrated over time.
AI Automation That Increases Capacity and Supports Cost Efficiency
In addition to Nearshore staffing, CCSI incorporates Artificial Intelligence capabilities, including Virtual Agents, workflow automation, Intelligent Document Processing, and automated Quality Assurance.
These technologies can reduce repetitive manual work, increase processing capacity, improve access to operational information, and decrease cost-per-contact in appropriate workflows. Depending on the process, automation can also change the level and type of human resources required to support an operation.
CCSI's current AI portfolio includes Generative AI Virtual Agents, QA & Compliance AI Agents, Intelligent Document Processing, and an Integrated Payment Solution.
These AI solutions can complement CCSI's operational infrastructure by adding additional layers of efficiency, automation, and scalability for private equity portfolio companies.
Why CCSI: Differentiated Value for Private Equity Portfolios
CCSI's Private Equity model is designed around the operating requirements of portfolio companies, combining organizational scale with flexible engagement structures and direct access to operational leadership.
Rather than relying on a rigid, standardized outsourcing model, CCSI focuses on providing portfolio-scale workforce architecture, executive engagement, operational flexibility, and financial impact aligned with the investment stage and requirements of each portfolio company.
“PE-backed companies are looking for operational models that genuinely accelerate growth. With CCSI, we bring a proven combination of nearshore expertise, scalable capacity, and performance-driven execution that helps companies move faster and operate more efficiently. Our partnership with Ceiba Capital Partners will help us continue to develop solutions that serve the needs of the middle-market and private equity firms focused on creating enterprise value.”
— Jorge Oros, CCSI's President
“CCSI brings a unique combination of nearshore scale, operational rigor, technology enabled solutions, and execution speed that aligns perfectly with the needs of middle-market portfolio companies. Their model not only strengthens efficiency and operational discipline but also delivers meaningful cost savings without sacrificing quality or control. We’re excited about what we’ll achieve together and the impact this partnership will deliver.”
— Gerson R. Guzman, Co-Founder, Ceiba Capital Partners
The partnership also provides CCSI with additional Private Equity expertise through Gerson R. Guzman and Justin T. Crane, while giving Ceiba and its portfolio companies access to CCSI's Nearshore workforce and operational platform.
RELATED ARTICLE: Contact Center Automation: A Summary of the Ceiba Perspective
About Ceiba Capital Partners
Ceiba Capital Partners invests at the intersection of proven performance and future potential, working with portfolio companies to accelerate growth by strengthening management teams, improving operations, and deploying technology.
The firm typically evaluates U.S. and Canadian businesses with approximately $3M–$15M in EBITDA and focuses on identifiable value-creation opportunities, including technology implementation, operational improvement, organizational development, and buy-and-build strategies.
Ceiba is guided by core principles including transparency, integrity, accountability, and disciplined execution in its work with investors, management teams, employees, and portfolio companies.
About Call Center Services International
Call Center Services International (CCSI) helps U.S. organizations establish and manage Nearshore Contact Center and BPO operations in Mexico, combining professional bilingual and bicultural talent with recruiting, training, facilities, technology infrastructure, Workforce Management, Quality Assurance, and operational support.
CCSI currently operates at a scale of more than 3,500 professionals across five delivery centers located in Tijuana, Mexico City, and Guadalajara. The organization supports Customer Service, Financial Services, Healthcare, Debt Collection, IT Support, BPO, and other specialized operations.
For Private Equity firms and portfolio companies, CCSI provides Private Equity Support Solutions designed around workforce cost optimization, operational visibility, flexible Nearshore deployment, automation-enabled workflows, and scalable support infrastructure.
Contact the Private Equity Team
To learn more about how CCSI and Ceiba Capital Partners can support your portfolio, please contact:
CCSI
Jose Ferreras —
Ceiba Capital Partners
Justin T. Crane —
Gerson R. Guzman —
Originally published: March 9, 2026
Last reviewed and updated: July 25, 2026
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