AT&T Solutions Customer Care Sold to Matrixx Marketing Inc.

Strategic Insights -

The Jacksonville-based employer, AT&T Solutions Customer Care, has been sold to Matrixx Marketing Inc. for $625 million. The new owner, a unit of Cincinnati Bell Inc., plans to grow its business, and the transition involves the lowering of the AT&T flag and the raising of the Matrixx flag at the sprawling former AT&T complex. The change marks a new adventure for the employees, who will be leading a significantly expanded operation. The acquisition nearly doubles Matrixx's size and sales, making it the largest provider of phone-based customer service in the world.

Key Takeaways:

  • The sale of AT&T Solutions Customer Care to Matrixx Marketing Inc. is valued at $625 million.
  • The acquisition will nearly double the size and sales of Matrixx, making it the largest provider of phone-based customer service in the world.
  • The new company will have approximately 25,500 employees, and its call centers will handle 350 million calls per year.
  • Matrixx's customers include AT&T, American Express, Kraft Foods, Clairol, FedEx, GE, Boeing, and DirecTV.
  • The former AT&T unit will bring new capabilities to Matrixx, including the processing of questions about employee benefits for companies such as General Electric.
  • Monica Mehan, the former president of AT&T Solutions Customer Care, will join Matrixx to lead the unit and oversee its growth.
  • The company's leadership highlights the potential for growth and expansion, citing the "speed of a gazelle" as a desired trait.

Statistics:

  • The value of the sale: $625 million
  • Number of employees: 25,500
  • Number of call centers: 31 in the U.S. and Europe
  • Number of calls handled/year: 350 million
  • Number of employees in Jacksonville: approximately 4,500
  • Total sales level of AT&T Solutions in 2022: $400 million

Sources:

  • "A major Jacksonville-based employer, AT&T Solutions Customer Care, got a new owner yesterday after Matrixx Marketing Inc. turned over a check for $625 million" (Journal Sentinel, 2004)
  • "Matrixx is the world's largest provider of billing and customer support services to the communications industry" (A Matrixx sister unit, CBIS, also offers outsourcing services) (Journal Sentinel, 2004)
  • "Matrixx corporate parent Cincinnati Bell had annual revenues of about $1.7 billion and more than 20,000 employees worldwide last year" (A Matrixx sister unit, CBIS, also offers outsourcing services) (Journal Sentinel, 2004)
  • "Here is what the new company looks like with AT&T: Name: Matrixx Marketing Inc. Founded: 1988. Parent company: Cincinnati Bell Inc. Employees: 25,500. Call centers: 31 in the U.S. and Europe. Number of calls handled/year: 350 million. Customers: AT&T, American Express, Kraft Foods, Clairol, FedEx, GE, Boeing, DirecTV." (Journal Sentinel, 2004)