InvaCon

What InvaCon does

InvaCon Dialog GmbH is a Germany-based customer service outsourcing and contact center operator founded in 2003 and headquartered in Ahrensburg near Hamburg. The company employs approximately 350 permanent staff under a nationwide homeoffice model, delivering omnichannel customer service - including inbound telephony, email, live chat, WhatsApp, WebRTC-based video telephony, backoffice support, and AI-augmented voicebots/chatbots - primarily to enterprise clients in the automotive, energy/utilities, and e-commerce/mail-order verticals. Named customers include BMW, Lufthansa, Shell, Maingau Energie, Ford, Mazda, Banco Santander, and Deutsche Post. Revenue is generated through enterprise BPO contracts structured as recurring service fees, per-seat pricing (a disclosed €14 gross/hour rate for trained customer service representatives), volume-based or project-based pricing for overflow/peak management, and managed services for digital channels.

The company's technology backbone is a cloud-based omnichannel contact center platform built on Microsoft Azure and Azure Virtual Desktop with georedundant failover, supporting intelligent routing, real-time monitoring, and transparent KPI reporting to clients. AI capabilities are integrated across the stack: near-real-time speech analysis evaluates nearly all conversations for quality, sentiment, and process compliance; real-time AI agent assistance delivers knowledge-base recommendations and checklists during live interactions; and AI-supported forecasting drives resource planning. Differentiators include TISAX Level 2 and ISO 9001:2015 certifications (mandatory for regulated automotive and energy clients), GDPR-compliant Germany-based operations as an alternative to offshore BPO, and 24-hour rapid deployment capability for overflow and crisis situations. Go-to-market is consultative enterprise field sales with an inside-sales overflow motion, supported by content marketing, trade fair presence (E-world 2026), and PR features (Eurowings 2026).

The business remains founder/owner-managed by Managing Partner Christian Landau, with no disclosed external funding, no M&A history, and no parent company. Operating geographies are limited to Germany, with services delivered remotely via cloud infrastructure and homeoffice agents.

Name

InvaCon

Legal name

InvaCon Dialog GmbH

Website

https://invacon.com

Company type

Private

Founded year

2003

Operating status

Operating

Headcount range

1–10 employees

Short description

InvaCon Dialog GmbH is a Germany-based B2B customer service outsourcing firm operating a cloud-based, AI-augmented omnichannel contact center across phone, email, chat, WhatsApp, and video, serving enterprise clients in automotive, energy utilities, and e-commerce via a 350-person nationwide homeoffice model.

Ownership category

akta.pro rank

Product category

Customer Service Outsourcing

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Billing, Payments & Account Administration Centers (BPAAAAAF)

Keywords

• Customer service outsourcing
• Inbound call center
• Omnichannel customer support
• AI customer service
• Email support services

Headquarters

HQ city

Ahrensburg

HQ country

Germany

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Customer Service Outsourcing: Full or partial outsourcing of customer service operations including inbound telephony, email, chat, WhatsApp support. Revenue generated through service fees based on volume, duration, or fixed pricing arrangements with enterprise clients.
2. Overflow/Peak Management Services: Flexible capacity services to handle call peaks and overflow situations. Clients pay for additional capacity as needed, typically through variable pricing tied to call volume or agent hours.
3. Digital Channel Services: Live chat, WhatsApp, and chatbot services. Revenue generated through channel-specific service fees or bundled with overall outsourcing packages.
4. AI and Automation Services: Voicebots, chatbots, and automated email processing services that automate recurring standard inquiries. Can be standalone or integrated with human service teams.
5. Backoffice Support: Third-level support, ticket management, returns/refunds processing, and data management services integrated with client CRM/ERP systems.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels5 records

Core offering

InvaCon Dialog GmbH provides B2B customer service outsourcing for German enterprises, operating inbound and outbound telephony, email, live chat, WhatsApp, video telephony, backoffice, AI-powered voicebots/chatbots, and overflow capacity services through a nationwide homeoffice model with cloud-based omnichannel contact center infrastructure. The company combines AI-assisted speech analytics and real-time agent assistance with human agents to deliver measurable customer service quality for automotive, energy, and e-commerce clients.

Product overview

InvaCon offers a unified customer service outsourcing platform combining multiple communication channels and AI-powered automation. The core offering consists of inbound telephony, email support, and live chat/WhatsApp messaging, supplemented by video telephony and overflow telephony for peak management. The product portfolio includes AI-powered bots (voicebots, chatbots, email automation) as add-on modules, plus supporting services such as backoffice support, customer satisfaction measurement, up-selling/cross-selling, and emergency assistance. All services operate through a cloud-based omnichannel contact center platform with intelligent routing, real-time monitoring, and comprehensive reporting capabilities, delivered via a nationwide homeoffice model with TISAX-certified infrastructure.

Differentiator

Problem solved

Functional benefit

Products and services

• Inbound Telephony Professional incoming call handling service providing 24/7 telephone customer service with guaranteed service-level agreements, seamless CRM integration, and first-call resolution for enterprise clients.
• Video Telephony Browser-based real-time video consultation service using WebRTC technology, enabling face-to-face customer interaction with screen sharing for complex enterprise support scenarios.
• Overflow Telephony Call center overflow service that dynamically scales capacity during peak periods with 24-hour setup capability, ensuring uninterrupted customer accessibility for existing and prospective enterprise clients.
• Email Support Professional email ticket processing service with intelligent routing, SLA-oriented handling, knowledge databases, and structured templates for first-contact resolution across enterprise clients.
• Live Chat & WhatsApp Support Real-time messaging support across website chat widgets and WhatsApp Messenger via official API interfaces, featuring intelligent chatbots, real-time translation, and DSGVO-compliant seamless CRM integration for enterprise clients.
• Backoffice Support Background administrative support including third-level support, structured ticket management, returns processing, refunds, data maintenance, and CRM/ERP integration for enterprise clients.
• Customer Satisfaction Measurement Multi-channel customer feedback collection and NPS measurement service with real-time dashboards, reactive feedback management, and customer recovery processes for dissatisfied customers of enterprise clients.
• AI Bots (Voicebots, Chatbots, Email Automation) AI-powered automation suite including chatbots, voicebots, and email automation for handling recurring standard inquiries around the clock with structured data capture and real-time analysis, designed as a supplement to human customer service teams at enterprise clients.
• Up- & Cross-Selling Real-time needs analysis service with AI-powered recommendation engine that identifies sales opportunities during customer interactions and executes bookings, upgrades, or extensions for enterprise clients.
• Emergency Assistance (Soforthilfe) Rapid-response crisis management service capable of deploying teams within 24 hours across all communication channels for unexpected volume spikes or technical incidents at enterprise clients.

Quantifiable outcome

• >98% accessibility rate for customers
• +3 more outcomes

Named customers20 records

Segments4 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability9 records

Feature6 records

Scale indicators4 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• Teleperformance: Largest global customer service BPO, now including the integrated Majorel business. Directly competes for German enterprise outsourcing contracts in automotive, energy, and retail with multilingual, omni-shore delivery.
• Transcom: European-headquartered global CX provider with significant German operations. Competes for outsourced customer service contracts in automotive and e-commerce verticals across DACH.
• Concentrix: Global CX, BPO, and digital services company following the Webhelp merger. Competes head-to-head with InvaCon for large enterprise customer service and AI-augmented CX contracts across DACH and Europe.
• TTEC: Global CX and BPO operator with European delivery centers and AI-augmented service offerings. Overlaps InvaCon in omnichannel enterprise customer service, including AI/CX consulting that complements agent-based delivery.
• arvato (Bertelsmann): German-headquartered BPO within Bertelsmann covering customer service, finance, and supply chain. Closest large domestic peer in terms of regulatory standing, vertical automotive reach, and omnichannel capability.
• Foundever: Global CX provider (formerly Sitel/TTEC), offering omnichannel customer care including German-language delivery. Direct competitor for the same enterprise customer service RFPs InvaCon targets.
• C3 (formerly Competence Call Center): German mid-market BPO specializing in inbound customer service, sales, and digital CX for DACH enterprises. Closest comparable by size, geographic focus, and target customer profile (automotive, retail, energy).

Broad incumbents

• Bosch Service Solutions: Bosch-owned BPO serving automotive, mobility, and industrial customers with customer service, technical support, and AI-driven CX. Comparable on automotive vertical footprint and German shoring, though broader in scope than InvaCon.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/InvaCon
• Xx.com/InvaCon_Telefon

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

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 InvaCon