What Viiz Communications does

Viiz Communications is a privately held telecommunications and business process outsourcing company founded in 2004 by James MacKenzie and John Wilson, headquartered in Anniston, Alabama, with a Canadian headquarters in Calgary, Alberta and a subsidiary (viiz Billing Services, VBS) established in 2018. The company operates eight call centers across the United States, Canada, and the Philippines, serving more than 1,200 communications providers and enterprise customers — including every Tier 1 and Tier 2 carrier in the US and Canada — and connecting approximately 500 million endpoints through its proprietary Zenith cloud-based mesh network.

The company's core technology is the Zenith Network, a fully redundant 10-gigabit Layer 2 mesh network with more than 100 points of presence worldwide that integrates and transports data from any connected device (wearables, vehicles, home sensors, mobile apps). On top of this network, Viiz delivers three primary service lines: Emergency Services (24/7/365 triage and data-enriched handoffs to 9-1-1 PSAPs for IoT device manufacturers and carriers), Customer Care and BPO (scalable multilingual call center services for utilities, healthcare, and enterprises), and Voice-to-Cloud (modernization of legacy telecom platforms including operator services, directory assistance, N11 routing, and billing/clearinghouse). In February 2025, Viiz launched ViizViital, a conversational AI-powered virtual assistant that manages non-emergency 9-1-1 inquiries for PSAPs with live-agent fallback.

Viiz generates revenue through a mix of recurring subscriptions (emergency response contracts with device manufacturers, carriers, and PSAPs; ViizViital SaaS), usage-based pricing (operator services and directory assistance, handling 1.6M+ 0+/0- calls per month and 91K directory assistance calls per day), and managed-services contracts (BPO and customer care engagements). Go-to-market is predominantly enterprise field sales targeting carriers, PSAPs, and IoT device OEMs, supplemented by channel partnerships (notably the Competitive Carriers Association), OEM/white-label arrangements (Verizon's Apple Watch Get Help service, Consumer Cellular's IRIS Ally medical alert), and industry-event-driven demand generation (NENA, MAMA, CCA, Google Cloud Next). The company is led by CEO Norm Phipps (appointed 2022), with founder James MacKenzie serving as Chairman of the Board and John Wilson as EVP/CTO.

Name

Viiz Communications

Legal name

viiz Communications Inc.

Website

https://viiz.com

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

251–500 employees

Short description

Viiz Communications is a privately held BPO/SaaS company that combines its proprietary Zenith cloud mesh network with 24/7 live agent services to deliver emergency response, customer care, and voice-to-cloud solutions for telecom carriers, IoT device makers, and PSAPs across North America.

Ownership category

akta.pro rank

Product category

Emergency Communications & Telecommunications BPO Services

NAICS

Telephone Call Centers (56142), Telecommunications (517)

SIC

Telephone Communications (No Radiotelephone) (4813), Communications Services, Nec (4899)

akta.pro primary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

Keywords

• Emergency response services
• Business process outsourcing
• Telecommunications platform
• PSAP call center solutions
• IoT emergency communications

Headquarters

HQ city

Calgary

HQ country

Canada

HQ region

North America

Offices4 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Emergency Services / Emergency Response: Viiz provides 24/7/365 emergency response call center services, triaging emergency calls from connected devices (wearables, mPERS, apps, vehicles, home security systems) and routing to appropriate 9-1-1 PSAPs. Revenue is generated through per-call or subscription-based contracts with device manufacturers, telecom carriers, and public safety organizations. Services include PSAP overflow handling during disasters and major events.
2. Operator Services & Directory Assistance: Traditional voice services including operator services, directory assistance, 0- emergency calls, message relay services, and IP relay. Handled through live agents and IVR. Volume-based service with monthly call processing metrics.
3. Customer Care / BPO: Business process outsourcing services for non-core functions including customer service, technical support, after-hours coverage, financial/billing services, and report taking. Custom-tailored solutions billed per project scope or through ongoing service agreements.
4. Voice-to-Cloud Platform Services: Modernization of traditional telecommunication platforms and applications, moving services to Viiz's cloud-based platform with custom applications. Includes platform replacement, N11 routing, billing, and clearinghouse services for telecom providers.
5. ViizViital AI-Powered Non-Emergency Call Management: AI-powered virtual assistant service for PSAPs managing non-emergency 9-1-1 calls. Sold as an enterprise SaaS solution with live-agent fallback capabilities.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels5 records

Core offering

Viiz Communications operates a cloud-based IoT mesh network (Zenith) combined with live agent call center services to deliver emergency response, customer care, and voice-to-cloud telecommunications solutions. The company provides 24/7/365 emergency triage, PSAP overflow, operator/directory assistance, BPO services, and an AI-powered non-emergency call management platform (ViizViital), serving carriers, PSAPs, IoT device makers, and enterprises across North America.

Product overview

Viiz Communications is a BPO/SaaS company offering a unified platform combining cloud-based network infrastructure with data-enriched human support services. The core platform is the Zenith Network, a fully IoT-connected cloud mesh that transmits data from any device. Built on this foundation are three main service lines: Emergency Services (covering wearables, connected mobility, home safety, public safety/9-1-1, and applications), Customer Care (including BPO and healthcare support), and Voice-to-Cloud (modernization of traditional telecom). ViizViital represents their newest AI-powered product for non-emergency 9-1-1 call management, providing conversational AI with live agent handoff capabilities. The portfolio serves carriers, telecom providers, IoT companies, healthcare organizations, and public safety agencies across North America.

Differentiator

Problem solved

Functional benefit

Brands

• ViizViital: AI-powered virtual assistant service for PSAPs that manages non-emergency 9-1-1 call inquiries using conversational AI, with human agent support for overflow call volumes.
• viiz Billing Services (VBS)
• Zenith

Products and services

• Zenith Network

Quantifiable outcome

• Non-emergency call times reduced by 60% for Viiz Communications (as measured by Insight Enterprises' Google Cloud 911 call center solution)
• +4 more outcomes

Named customers4 records

Segments6 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

AI capability8 records

Feature6 records

Partnerships

Three partnerships are on record, tiered core.

• Consumer CellularcoreOEM/ Whitelabel/ Licensing Partner · 17 October 2024Viiz provides professional monitoring services for Consumer Cellular's IRIS Ally Medical Alert Device. Upon activation, a Viiz Agent provides voice-call response, the Viiz platform pulls enhanced data to assist the agent, and the agent triages the problem and transmits appropriate information to first responders. The IRIS Ally device features fall detection, two-way communications, and GPS tracking, operating off Consumer Cellular's wireless network.
• Competitive Carriers Association (CCA)coreGTM or Marketing Partner · 21 May 2024Viiz announced a strategic partnership with CCA to offer cloud-based technology solutions to all CCA carrier members. CCA members gain access to Viiz services including the PSAP database, N11 Translations (enabling accurate and timely geo-routing), directory assistance services, and emergency services for wearables, smart devices, and applications. CEO Norm Phipps stated the partnership allows Viiz to benefit both CCA and its members as an important part of current and future strategic business plans.
• VerizoncoreOEM/ Whitelabel/ Licensing Partner · 8 December 2022Viiz provides professional monitoring for Verizon's Get Help – Professional Monitoring service, available exclusively with compatible Apple Watch. When a user triggers a fall alert or taps the Get Help button on Verizon's Care Smart app, Viiz agents provide voice-call response, stay on the line until the user feels safe, can conference in Trust Circle contacts, and can call 911. The Viiz platform pulls enriched data to assist agents. Viiz is explicitly noted as an independent company and not a Verizon affiliate or agent.

Scale indicators10 records

Recent moves8 records

Expansion highlights6 records

Direct peers

• Carbyne: Cloud-native emergency response platform offering location, video, and data-enriched 911 call handling. Comparable to Viiz's data-enriched emergency response and PSAP transfer capabilities.
• Foundever (formerly Sitel Group): Large customer experience BPO serving telecommunications, healthcare, and consumer industries. Directly comparable to Viiz's Customer Care / BPO and Emergency Services call center operations.
• RapidSOS: Emergency response data platform connecting connected devices (smartphones, wearables, vehicles, IoT) to 911 and first responders. Overlaps directly with Viiz's Zenith IoT Network and API integrations for emergency data routing.
• Bandwidth Inc. Communications Platform as a Service provider offering voice, messaging, and 911 services to enterprises and carriers. Comparable to Viiz's Voice-to-Cloud platform and carrier-facing wholesale voice/emergency services.
• Intrado (Life & Safety / West): Long-established provider of 911 infrastructure, PSAP solutions, and emergency communications technology across North America. Directly comparable to Viiz's Emergency Services and NG9-1-1 PSAP Transfer offerings, though Intrado is larger and more focused on carrier-grade 911 backbone.

Broad incumbents

• Genesys: Cloud contact center and CX orchestration platform used by large enterprises and PSAP-adjacent organizations. Adjacent to Viiz's contact center technology, though Genesys is a pure software/CCaaS player without Viiz's services depth.
• Concentrix: Global CX/BPO leader with deep telecom and consumer device support experience. Overlaps with Viiz's customer care and after-hours coverage, though much larger and more diversified across verticals.
• Teleperformance: Largest global contact center outsourcer serving telecom, healthcare, and consumer industries. Competes for the same BPO and customer care contracts as Viiz, though with a much broader geographic and vertical footprint.
• TTEC Holdings: Customer experience and BPO provider with technology-enabled contact center services. Comparable to Viiz's BPO/Customer Care offering but at much larger scale and broader industry reach.

Emerging players

• Five9: Cloud-based contact center software provider serving enterprise and mid-market customers. Adjacent competition for Viiz's customer care / contact center technology stack, though Five9 is software-only without emergency-services specialization.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/viiz

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles10 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Viiz Communications