CUSTOMERS WANT TO BE HEARD.
WE HELP YOU LISTEN.

WELCOME TO THE FUTURE OF CONTACT CENTRE BPO

“We use the most advanced technologies paired with the most qualified people to provide the best customer experiences.”

Over the past 15 years we have earned a reputation as being one of the best outsourced contact centre providers in Canada, specializing in voice and digital services. With continuous investments in technology and people, our goal is to provide the best brand experience to your customers and give deep insights about them to you.

PEOPLE. PROCESS. TECHNOLOGY.

Founded in 2002, Innovative Vision is a marketing firm specializing in Contact Center BPO. Any interaction a customer has with a business, we’re there to help. We support voice, email, chat, social and mobile interactions through both live agent and AI in 20+ different languages with a global footprint of contact centers.

Our offices are headquartered in Toronto, Canada with locations globally, with total contact center capacity over 700 seats.

CUSTOMER SERVICE
SALES ACQUISITION
ORDER FULFILLMENT
CUSTOMER RETENTION

VOICE

MORE THAN THE VOICE OF YOUR BRAND

Because the person who answers your phone is often times the first experience a customer has with your brand, it’s vital for those individuals to be highly trained and customer-centric. We take great care in selecting and training the best people for that important task and have rigorous processes in place to ensure consistent quality at all times. Our values are aligned with one goal – happy people. Let us help your business grow with our unparalleled approach to customer service and ensure that we represent your brand just like you would.

SOCIAL RESPONSE
LIVE CHAT
EMAIL
SMS

DIGITAL

ANYTIME, ANYWHERE, ANY DEVICE.

Ubiquitous Internet connectivity has forever changed the way the world operates and what customers expect. Your customers are liking, tweeting, connecting, messaging and chatting. Companies need to evolve with the way customers are conversing and we can help. IV’s technology platform enables engaging interactions on a variety of digital channels including social media, SMS, chat, and email, wherever and whenever your customers demand it.

MULTILINGUAL 24/7 SUPPORT

HELLO. BONJOUR. CIAO. HOLA. NǏ HǍO. 24/7/365.

Located in one of the most multicultural cities in the world, we’ve taken advantage of all the ethnic languages Toronto provides. Our Home Agent model across Canada further allows us to tap into multiple different languages at any given time. Our global footprint of contact centres provides business continuity and redundancy 24/7/365.

We currently support the following languages – English, French, Italian, German, Dutch, Portuguese, Brazilian Portuguese, Taiwanese, Spanish, Hindi, Punjabi, Arabic, Turkish, Mandarin, Russian.

VOICE + DIGITAL KPIs

VOICE AI

THERE’S A NEW GIRL IN TOWN.
MEET IVY OUR AI POWERED CX ASSISTANT.

Our advanced A.I. technology and Natural Language Processing is delivered to clients in the cloud, and we harness it to power both voice and digital conversations.

CALL CENTER AUTOMATION POWERED BY AI

A conversational AI platform for omnichannel customer self-service

REDUCE CUSTOMER EFFORT

Customer effort is the key to brand loyalty. Implement a customer experience strategy focused on minimizing effort with intelligent self-service.

GO LIVE FAST

Meet customer demands for self-service in 6 weeks or less. Finally say “No!” to frustrating implementations and IT headaches.

AUTOMATE MORE

Offer customer self-service for the complex but repetitive tasks that your agents are handling today. Give agents more opportunities to add greater value to customer experiences.

DIGITAL AI

PRAGMATIC AI

Leverage the power of pragmatic AI to execute core business processes, automate customer inquiries and increase efficiency across the organization.

Transform your business in 3 steps:

BALANCED HUMAN/AI BENEFITS

GET INTIMATE

Brands and corporations with a Facebook or other social media page can now easily and cost effectively engage their audiences.

SCALE ON DEMAND

Spikes in user queries can be smoothly handled by our automated engine and the system queues complex queries/questions to human agents.

ENGAGE EFFECTIVELY

Ability to engage with users individually in an extremely cost effective manner.

IMPROVE EFFICIENCY

Identify end user value and context before engaging valuable human sales and support staff.

CUSTOMIZABLE

Custom Built NLP Engine with multiple AI algorithms

SECURE

In-house engine (data not shared with any 3rd parties) and secure chat system

AUTHENTICATE

Real-time authentication technology for chat and messaging interfaces

ACCURATE

Ensemble scoring with multiple algorithms

ROBUST DATA ANALYTICS

 
 
 
 

DATA IS THE NEW OIL.

The most important facet of contact centre management is the ability to extract meaningful insights from your customers. Our customized analytics and reporting provides you with actionable business intelligence that allows you to make informed decisions about your product or service. Our team can help develop custom reports that contain the data that’s valuable to all stakeholders within your organization.

RICHER INSIGHTS. SMARTER DECISIONS.
FASTER REACTIONS.

A successful Voice of the Customer program will not only drive short-term, tactical business improvements, but also aid strategic planning and long-term actions that ultimately deliver ROI. More specifically, a successful VoC program helps you:

• Grow your customer base
• Retain existing customers

• Better identify up-sell and cross-sell opportunities
• Streamline processes

• Differentiate your company in the market
• Drive positive business change

CLIENTS

 
 
 
 
 
 
 
 
 

ACCOLADES

PARTNER WITH AN INDUSTRY LEADER.

There’s a reason we have been selected by Canadian Business PROFIT Magazine as one of the fastest growing companies in Canada. We are constantly evolving our capabilities by investing in the best people and technology and our customers value the results.

CONTACT

SEEING IS BELIEVING.
SCHEDULE A TOUR TODAY.

The best way to understand how our services can add value to your organization is to experience them in person. Reach out and schedule a tour so we can show you why we’re regarded as one of the best in the industry.

INNOVATIVE VISION
515 CONSUMERS ROAD SUITE 600
TORONTO ON M2J 4Z2

T. 416.321.8189
F. 416.321.0487
E. INFO@INNOVATIVEVISION.CA

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