CCI, a leading Business Process Outsourcing (BPO) and customer experience provider, recently announced the strategic acquisition of AviaContact, a Europe-based specialist in Travel and Leisure customer engagement solutions. This, as South Africa’s unemployment remains a headline issue, and as global tariffs are reshaping global alliances.

This acquisition marks CCI’s first operational site in Europe, further expanding its global delivery footprint and multilingual capabilities. With this move, CCI strengthens its position as a trusted CX partner to many of the world’s most demanding travel brands.

The Travel and Leisure sector is experiencing rapid growth, projected to exceed $11 trillion by 2030, fuelled by the resurgence of global tourism and rising consumer demand for seamless, personalized service. This surge is driving demand for outsourcing partners that can deliver culturally fluent, 24/7 support across markets. The Travel BPO market alone is expected to grow at a CAGR of 14% through 2028.

As we noted when we last toured CCI’s facilities in KZN, Business Process Outsourcing represents significant hope for addressing youth unemployment in the country, at least to a significant extent

AviaContact brings deep domain expertise and a highly skilled team offering support in English, Spanish, French, Italian, Ukrainian, German, and Portuguese, immediately enhancing CCI’s ability to deliver exceptional, multi-language service across Europe and beyond. With delivery operations in both Bulgaria and Ukraine, AviaContact gives CCI critical access to a highly educated, multilingual talent and strengthens its footprint in Eastern Europe. And increasingly strategic hub for high-quality, tech-enabled customer support. The company is also GDS certified, which indicates proficiency in booking flights, hotels, car rentals, and other travel services, further strengthening its capability to serve global travel clients with advanced reservation and ticketing support.

There will be no changes to AviaContact’s management structure, and its leadership team, including Founder Victoria Dubrovska, will continue to oversee operations under CCI.

“Our expansion into Europe is a direct response to the evolving needs of our clients. As they scale and diversify across markets, we’re committed to growing with them, offering the multilingual capabilities, regional presence, and operational agility required to deliver seamless customer experiences globally,’’ explained Martin Roe, CEO, CCI Global.

‘’With that, we’re also proud to be creating new job opportunities not only across Africa, where our roots run deep, but now also in Europe as we continue building a globally inclusive and high-performing workforce,” he continued.

“This is not only a strategic step for the company but also a way to give my team, the people who built AviaContact - access to international career opportunities and global experience. I am truly excited to join such a strong African team at CCI and to contribute to the future of this continent, which I believe holds enormous potential,’’ added Victoria Dubrovska, Founder, Aviacontact.

‘’At the same time, our clients will benefit from expanded multilingual capabilities, stronger global coverage, and access to advanced technology solutions that enable faster, more personalized customer experiences, all while we preserve the boutique-level service and flexibility they value us for,” she said.

The acquisition also creates new job opportunities in Europe, aligning with CCI’s mission to foster inclusive growth and build a globally distributed talent network. It marks the company’s 17th global delivery site, reinforcing its operational resilience and client proximity.

As travel and tourism continue to evolve into one of the world’s fastest-growing sectors, CCI’s expanded platform is well-positioned to help brands meet rising customer expectations-from booking and real-time support to post-trip engagement-delivering memorable experiences that build loyalty and drive growth.