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The Functionary's Global Expansion in Response to Operational Pressures

As modern businesses strive to meet evolving customer expectations while integrating AI into their operations, many are feeling the strain on their customer service teams. The Functionary, a leader in providing tailored outsourcing and digital solutions, is responding to this challenge through significant global expansion.

Increasing Complexity from AI Adoption

The integration of artificial intelligence in customer operations is reshaping traditional workflows and introducing layers of complexity that teams must navigate. As customer demands continue to rise, many organizations are finding that their existing operational frameworks are insufficient. Staffing gaps in customer support roles are becoming more pronounced, especially as companies shift back to in-office work settings.

Return-to-office mandates have highlighted these gaps, with businesses struggling to fill roles that are critical for maintaining high levels of customer service. High turnover rates and the difficulty in sourcing qualified personnel for in-person roles has led to a pressing need for strategic partnerships that can offer adept solutions without the necessity of rebuilding internal centers.

The Need for Global Expansion

Sam Darwish, the founder and CEO of The Functionary, notes, “What we are seeing is not a temporary shift. Companies are redesigning how customer operations work. They want structure, accountability, and the ability to scale without losing control.” This recognition drove The Functionary to expand its global delivery footprint strategically.

The company is now establishing nearshore and offshore operations that cater to businesses requiring governed customer support solutions that align with local regulations and time zones. This model allows organizations to enhance their customer service capabilities without the burdens associated with hiring and training new staff internally.

Planned Global Delivery Locations

The Functionary is focusing its expansion on sites with strong talent pipelines and operational capabilities. Current and planned delivery centers include:

• - Manila, Philippines – Set to open in May 2026, featuring a capacity exceeding 500 seats for healthcare and regulated service operations.
• - Delhi, India – An expansion adding around 200 seats to bolster in-country service delivery.
• - Mexico City, Mexico – A newly established center with a capacity exceeding 250 seats.
• - Medellín, Colombia – Home to a center designed to accommodate over 200 customer service representatives.
• - San Salvador, El Salvador – A promising location with a capacity of 450 seats in the pipeline.
• - Greece – A planned site set for 2027, tailored to meet the needs of onshore European companies.

Support offices are also being established in various cities including Buenos Aires, São Paulo, Casablanca, and Cairo to provide essential HR, recruitment, IT, and operational governance support, which are essential for achieving consistent delivery across different regions.

A Stable Operational Model Built for the Future

The Functionary employs a hybrid delivery model that combines both nearshore and offshore teams supported by centralized quality assurance and the utilization of AI-assisted monitoring tools. This innovative approach enables teams to integrate smoothly into client operations while following shared playbooks and metrics that ensure accountability and consistent service quality. The effectiveness of this model is reflected in their recent Net Promoter Score (NPS), where 82% of clients rated their satisfaction between 9 or 10, clearly showcasing the success of their client engagement strategies.

About The Functionary

The Functionary is an acclaimed global outsourcing and technology solutions provider with a focus on customer experience management, software development, and AI automation services across 19 countries. With over 1,600 employees worldwide, the company boasts a robust 97% SLA delivery rate and a notable 98% client retention, reaffirming their commitment to excellence in service. Recognized on the Inc. 5000 list for rapid growth and acknowledged with a Bronze Stevie Award, The Functionary continues to build partnerships with esteemed organizations, positioning themselves at the forefront of the customer service industry.