Iconnect Convergence Inc
Customer Experience and Contact Center
iCONNECT CONVERGENCE INC. is a customer service and relationship management outsourcing firm that provides customer experience and contact center solutions for telecommunications, media, gaming, and banking sectors, known for its commitment to creating a 'kapamilya' experience for customers.
Size
1-10
Public
10m-50m
Mission
To create a sense of family and belonging through all interactions, fostering a culture of care and mutual respect.
About
iCONNECT CONVERGENCE INC. offers customer experience and contact center solutions along with back-office operations for clients in telecommunications, media, gaming, and banking. The company operates using an onshore model and supports both local and global clients.
It is recognized for its innovative use of conversational AI and social listening tools, with a strong focus on building lasting customer relationships through exceptional service.
Services
iCONNECT CONVERGENCE INC. provides customer experience and contact center solutions supported by back-office operations. These services include inbound customer support, social media customer care, live chat and messaging support, and quality assurance and monitoring. Each solution is tailored to enhance customer interactions and meet specific client needs.
Capabilities
Inbound Customer Support
Social Media Customer Care
Live Chat & Messaging Support
Email Support
CX Consulting & Journey Mapping
Quality Assurance & Monitoring
Industries Served
The company serves clients in telecommunications, media, gaming, and banking. It has experience supporting various organizations with services aligned to industry-specific requirements and technology platforms, ensuring effective engagement across multiple channels.
Unique Stregths
iCONNECT CONVERGENCE INC. is known for its commitment to making customers feel like part of the 'kapamilya' family, offering clients a personalized service experience. Its approach includes leveraging advanced digital tools and a culture of care, which helps deliver consistent and high-quality customer interactions.
Delivery Footprint
Headquartered in Quezon City, Philippines, the company operates using an onshore delivery model. It serves clients across both local and global markets, with teams working in hybrid environments to meet diverse client needs.
Certifications
No items found.
Verticals
Telecommunications & Media
Gaming & Entertainment
Banking & Financial Services
Clients
No items found.
What's the main service provided by
Iconnect Convergence Inc
?
Iconnect Convergence Inc specializes in customer experience and contact center solutions, providing a comprehensive suite of services aimed at enhancing client interactions. Their offerings include inbound customer support, social media customer care, live chat and messaging support, email support, CX consulting and journey mapping, and quality assurance and monitoring. This diverse range of services is tailored to meet the unique needs of clients across various industries.
What additional services does
Iconnect Convergence Inc
provide?
In addition to their core back-office operations, Iconnect International also offers a range of other services, including customer experience management and contact center solutions. This extended portfolio enhances their ability to meet diverse client needs effectively.
When was
Iconnect Convergence Inc
founded?
Iconnect Convergence Inc was established in 2010, which marks over 14 years of experience in the business process outsourcing sector. Since its inception, the company has dedicated itself to providing exceptional customer experience solutions and has grown alongside the evolving demands of the industry.
What industry verticals does
Iconnect Convergence Inc
serve?
Iconnect Convergence Inc operates primarily within the Telecommunications & Media, Gaming & Entertainment, and Banking & Financial Services industries. This focus allows them to tailor their services specifically to the unique needs and challenges faced by clients in these sectors.
What delivery model does
Iconnect Convergence Inc
offer?
Iconnect Convergence Inc employs an onshore delivery model, which means that their services are provided from within the home country, the Philippines. This approach enables them to maintain close communication and collaboration with clients, while ensuring quality and cultural alignment in service delivery.
How many employees and/or seats does
Iconnect Convergence Inc
have?
Iconnect Convergence Inc has a small workforce, with 1 to 10 employees. This compact size allows for a personalized approach to client relationships, fostering a close-knit environment that prioritizes quality service and attention to detail.
Can
Iconnect Convergence Inc
be considered a good service provider for startups?
Iconnect Convergence Inc can be a beneficial service provider for startups, especially those in the telecommunications, media, gaming, and banking sectors. Their small size allows for personalized attention and flexibility, which can be crucial for startups navigating their early stages. The company's experience in customer interactions and support can help startups establish a solid foundation for customer engagement.
Can
Iconnect Convergence Inc
be considered a good service provider for SMBs?
For small and medium businesses, Iconnect Convergence Inc presents a strong option due to its adaptable service offerings and commitment to quality. Their ability to provide tailored solutions and support for customer interactions can greatly assist SMBs in optimizing their customer experience, allowing them to focus on growth and scalability.
Can
Iconnect Convergence Inc
be considered a good service provider for enterprises?
While Iconnect Convergence Inc is primarily positioned to support smaller organizations, their specialized services could also benefit larger companies seeking personalized customer interaction solutions. However, enterprises may need to consider the company's size and capacity for scalability to ensure they can meet the demands of a larger client base.
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