ICON Communication Centres
ICON Communication Centres runs a hybrid customer experience platform combining proprietary AI tooling with a freelance human-agent talent model, delivering managed CX outsourcing and software to enterprises across telecom, travel, retail, energy, and the BPO sector.
- Company typePrivate
- Founded2003
- HeadquartersPrague, Czechia
- Headcount251–500
- GTM typeB2B
- OfferingServices
What ICON Communication Centres does
ICON Communication Centres operates a hybrid customer experience (CX) platform that combines proprietary AI tooling with a freelance human-agent talent model. The company's product portfolio is organized around three pillars: a Technology suite (Artificial Agent, Intelligent Shift Planning, Automated Language Assessment, Smart QA, and AI Assist), a full-service Outsourcing offering that manages end-to-end CX delivery, and a "for BPOs" channel providing its platform and talent pool to other outsourcers. Core AI capabilities include autonomous handling of routine text-based contacts, real-time agent augmentation (reportedly delivering 20% higher conversion and 43% higher customer NPS), and process automation across scheduling, language assessment, and quality assurance.
The company monetizes through three streams: software licensing/royalties for its technology suite, managed-services fees (pay-per-contact with no fixed costs) for full-service outsourcing, and subscription/recurring revenue from BPO partners accessing its platform and talent pool. Customers can deploy fully automated Artificial Agents, fully human Human Agents, or a hybrid configuration. Pricing is quote-based and not publicly disclosed, with case-study evidence indicating pay-per-contact economics delivering 42-60% cost reductions versus traditional providers. The talent model pays agents more than 2x industry-standard wages, supports remote work, and provides AI tooling — producing talent NPS scores of 83-89, which the company cites as a quality differentiator.
ICON targets enterprises and growth-stage clients across Telecommunications, Travel/Mobility/Hospitality, Retail/eCommerce, Energy and Utilities, and the BPO sector itself. Named enterprise customers include Lufthansa, Telefónica, Blackstone, Verivox, Omio, 11880 Solutions, Cho-Time, Tas AG, and Around Home, alongside smaller clients such as myexit. Marketing is B2B, combining enterprise field sales (Book a Call / Get Started CTAs), self-serve inside-sales options, verticalized resource pages, and an extensive case-study library. Leadership comprises Helen Hickin as Chief Executive Officer. The firm is privately held, headquartered in Prague per firmographic data, with claimed 100% GDPR-compliant in-house data processing in Germany — a positioning consistent with European enterprise procurement requirements. Note: the detailed source material describes yoummday GmbH operations rather than a Prague-based BPO; this description reflects the data as provided.
ICON Communication Centres firmographics
Firmographics- Name
- ICON Communication Centres
- Legal name
- yoummday GmbH
- Website
- https://theiconadvantage.com
- Company type
- Private
- Founded year
- 2003
- Operating status
- Operating
- Headcount range
- 251–500 employees
- Short description
- ICON Communication Centres runs a hybrid customer experience platform combining proprietary AI tooling with a freelance human-agent talent model, delivering managed CX outsourcing and software to enterprises across telecom, travel, retail, energy, and the BPO sector.
- Ownership category
- akta.pro rank
ICON Communication Centres industry classification
Industry- Product category
- Customer Experience (CX) Outsourcing
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Office Administrative Services (5611)
- SIC
- Services-Management Consulting Services (8742), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- General Customer Service & Contact Center Operations (BPAAAAAA)
- akta.pro secondary industries
- General Customer Service (Order/Account/Inquiries) (BPAAABAA), Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)
Keywords
Where ICON Communication Centres is headquartered
LocationHeadquarters
- HQ city
- Prague
- HQ country
- Czechia
- HQ region
- Europe
Markets served
ICON Communication Centres business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- yoummday Technology - Software Licensing: yoummday offers its CX software suite including artificial agents, intelligent shift planning, language assessments, and QA tools. The technology can be provided as standalone software or integrated with outsourcing services.
- yoummday Outsourcing - Managed CX Services: Full-service CX outsourcing where yoummday manages the entire process from designing the setup to recruiting agents. Revenue is generated through service fees, typically pay-per-contact or usage-based pricing with no fixed costs.
- yoummday for BPOs - Technology & Talent Access: Provides BPOs access to the yoummday global talent pool and cutting-edge technology platform. BPOs can leverage these resources to enhance their internal operations without replacing existing infrastructure.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Usage-based | Pay-as-you-go | Flexible Pay-Per-Contact Model |
| Subscription | Multi-year contract | Custom Enterprise Solutions |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels6 records
ICON Communication Centres product offering
Product offeringCore offering
ICON Communication Centres operates as a BPO and call centre firm that delivers customer experience (CX) services through a hybrid model combining AI-powered automation with a global pool of freelance human agents. The company offers full-service CX outsourcing (managing setup design and agent recruitment), end-to-end CX software (including artificial agents, intelligent shift planning, automated language assessments, and smart QA tools), and a digital BPO backbone that other BPOs can plug into for talent and technology access. Engagements are structured around pay-per-contact usage-based pricing with no fixed costs and can be launched in 72 hours to 42 days from contract signature.
Product overview
yoummday operates as a unified CX (Customer Experience) platform combining advanced technology with human expertise. The portfolio consists of three main pillars: yoummday Technology (end-to-end software suite with artificial agents and AI Assist), yoummday Outsourcing (full-service CX delivery), and yoummday for BPOs (digital BPO backbone). Customers can choose Artificial Agent (AI automation), Human Agent (freelance CX professionals), or both. The technology platform powers every step of the CX journey including intelligent shift planning, automated language assessments, and smart QA tools.
Differentiator
Problem solved
Functional benefit
Products and services
- Artificial Agent AI-powered automation that handles routine customer service tasks with speed and precision at scale, and hands off complex interactions to human agents when needed. Targeted at enterprises seeking scalable, lower-cost CX automation.
- Human Agent Flexible talent model connecting businesses with top-performing freelance CX professionals who work remotely, are equipped with AI tools, and choose their projects; agents earn more than twice as much as in traditional call centres.
- yoummday Technology End-to-end CX software suite covering artificial agents, intelligent shift planning, automated language assessments, and smart QA tools, enabling efficient, high-quality customer interactions at every step of the CX journey.
- yoummday Outsourcing Full-service CX outsourcing in which ICON's experienced operations team manages the entire process — from designing the setup to recruiting top agents — all powered by the intelligent platform, delivering speed, quality, and scalability in a single engagement.
- yoummday for BPOs Digital BPO backbone that empowers other BPOs to scale smarter, providing access to the global talent pool and cutting-edge technology so partners can gain flexibility, efficiency, and agility without replacing existing infrastructure.
Quantifiable outcome
- 90% appointment setting conversion rate achieved for sales outsourcing client
- +24 more outcomes
Companies that use ICON Communication Centres
Customer profileNamed customers14 records
Segments7 records
Ideal customer profiles3 records
ICON Communication Centres technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability4 records
Feature5 records
ICON Communication Centres partnerships and signals
Strategic signalScale indicators31 records
Recent moves6 records
Expansion highlights5 records
ICON Communication Centres competitors and assessment
Company assessmentMarket position
Strengths1 record
Competitive moat5 records
Key risks3 records
Key highlights3 records
Customer concentration
ICON Communication Centres social profiles
Digital presenceICON Communication Centres compliance and trust
Trust signalCompliance1 record
ICON Communication Centres financial estimates
Financial estimateRevenue estimate
Valuation estimate
ICON Communication Centres leadership team
Management profileNumber of profiles
Profiles1 record
ICON Communication Centres funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
ICON Communication Centres M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about ICON Communication Centres
What does ICON Communication Centres do?
ICON Communication Centres operates as a BPO and call centre firm that delivers customer experience (CX) services through a hybrid model combining AI-powered automation with a global pool of freelance human agents. The company offers full-service CX outsourcing (managing setup design and agent recruitment), end-to-end CX software (including artificial agents, intelligent shift planning, automated language assessments, and smart QA tools), and a digital BPO backbone that other BPOs can plug into for talent and technology access. Engagements are structured around pay-per-contact usage-based pricing with no fixed costs and can be launched in 72 hours to 42 days from contract signature.
Is ICON Communication Centres a public or private company?
ICON Communication Centres is a private company. It is classified as unknown and is currently operating.
When was ICON Communication Centres founded?
ICON Communication Centres was founded in 2003. It employs 251 to 500 people.
Where is ICON Communication Centres based?
ICON Communication Centres is headquartered in Prague, Czechia, in the Europe region.
How does ICON Communication Centres make money?
Three revenue lines are on record. yoummday Technology - Software Licensing is the primary driver. The others are yoummday Outsourcing - Managed CX Services and yoummday for BPOs - Technology & Talent Access.
Does ICON Communication Centres have an API?
No public API is recorded for ICON Communication Centres.
What industry is ICON Communication Centres in?
ICON Communication Centres's product category is Customer Experience (CX) Outsourcing. Its primary akta.pro industry code is BPAAAAAA, General Customer Service & Contact Center Operations, with a secondary code of BPAAABAA, General Customer Service (Order/Account/Inquiries). Its NAICS code is 56142 and its SIC code is 8742.