iContact

iContact is a business process outsourcing company that runs customer service and support operations for well-known brands. It describes itself as different from an ordinary contact centre, with an approach it calls BPX, short for brand, people and customer experience.

Products and services

• Omnichannel service and support: customer contact handled across several channels.
• Journey and persona design: mapping how customers move through a service and who they are.
• Experience intelligence: end-to-end measurement of the customer experience.
• Management toolsets: tools for customer experience management and for tracking agent, team and contact-centre performance.
• Enneagram-based work: personality profiling is part of its people approach.

Key facts

• Based in: offices in Atlanta in the United States, and Johannesburg and Cape Town in South Africa
• Sector focus: business process outsourcing, with commentary on South Africa's growing outsourcing sector