Ifm Infomaster

What Ifm Infomaster does

IFM Infomaster S.p.A., operating commercially as Base Digitale Platform, is a Genoa-headquartered Italian enterprise software vendor founded in 1992 and now operating as the contact-center and CRM business unit of Base Digitale Group S.p.A. (Florence), formed in April 2021 through the merger of IFM Infomaster and DVR Italia. The company builds proprietary omnichannel contact center (#phones), modular CRM (Wasabi), conversational AI (RobBot), and crisis management (ACS) platforms, plus supporting tools (Share Box, iFlow). The technology stack is cloud-native and integrates voice (VoIP/SIP), video chat (WebRTC), email, SMS, instant messaging, chatbots, and social media channels, with MicroStrategy powering real-time BI dashboards and native connectors to Salesforce, SAP, Oracle Siebel, Microsoft Dynamics, ServiceNOW, Microsoft Teams, WhatsApp Business, and major PBX/ERP systems. Differentiated proprietary elements include Mobile Voice Mail Detection (MVD) for outbound productivity and a WebRTC-based VPN-free remote agent capability.

The company generates revenue through three commercial models — perpetual on-premises licenses targeting large enterprises with in-house data centers, recurring SaaS subscriptions billed monthly by workstation and feature set, and usage-based Pay per Use cloud services bundled with IFM Carrier telephony numbers — supplemented by professional services for implementation and integration. Customers are primarily Italian enterprises and public-sector organizations across five verticals: Finance & Insurance (Unipol, Allianz, Ubi Banca, Covisian, Assimoco), Healthcare & Public Administration (CUP 2000, CDC, Città Metropolitana di Milano, Liguria Digitale, Lepida, CSI Piemonte), Travel & Leisure (Baglioni Hotels, Costa Crociere), Utilities (Agsm, SMAT), and Transport & Logistics (GNV, ATM Milano, Tper, Trieste Trasporti). Select deployments handle very large contact volumes — Covisian runs 450 workstations across three offices managing 30 clients and 120 projects; CUP 2000 handles approximately 2.4 million annual contacts. The company holds PCI DSS v3.2.1, ISO 9001, ISO 27001, GDPR, and EU AI Act compliance certifications, and markets through a hybrid direct-sales, channel-partner, and self-serve cloud-portal model with primary operations in Italy and limited international reach via multinational clients.

Name

Ifm Infomaster

Legal name

Base Digitale Platform S.p.A.

Website

https://ifmgroup.it

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

51–100 employees

Short description

IFM Infomaster (Base Digitale Platform) is an Italian enterprise software vendor providing proprietary omnichannel contact center (#phones), modular CRM (Wasabi), conversational AI (RobBot), and crisis management (ACS) platforms. It serves regulated enterprises and public-sector organizations across finance, insurance, healthcare, utilities, transport, and hospitality — primarily in Italy.

Ownership category

akta.pro rank

Product category

Contact Center / Customer Experience (CCaaS & CRM) Software

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182), Computer Systems Design and Related Services (54151)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Customer Service, Support & Contact Center CRM (HDAEAFAC)

Keywords

• Omnichannel contact center
• CRM software
• Customer engagement platform
• AI virtual assistant
• Crisis management software

Headquarters

HQ city

Genova

HQ country

Italy

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. Contact Center Software Licenses (On Premises): One-time software license sales for on-premises installation, targeting large enterprises and multinationals with in-house IT infrastructure and data center capabilities, particularly in banking, insurance, and public administration sectors.
2. Subscription / SaaS: Recurring subscription model for cloud-based access to contact center and CRM platforms. Companies pay based on the number of workstations, features, and service type selected. Includes all system updates and maintenance in the price.
3. Pay per Use (Cloud): Usage-based billing for cloud contact center services including national, international, and toll-free telephone numbers. Customers pay only for actual usage of services. Suitable for outsourcers running inbound and outbound marketing campaigns with variable volumes.
4. Carrier Services (Voice/Telephony): IFM Carrier services providing domestic, international, and green (toll-free) telephone numbers integrated with the contact center platform.
5. Professional Services & Implementation: Custom integration and implementation services for deploying the contact center, CRM, and crisis management platforms, including configuration, training, and ongoing technical support.

Pricing tiers

Go-to-market motion3 records

Distribution channels5 records

Marketing channels6 records

Core offering

IFM Infomaster (commercially Base Digitale Platform, BDP) develops and sells an integrated omnichannel contact center and CRM software suite for enterprise customer service operations. Its portfolio includes #phones (omnichannel contact center), Wasabi (CRM), RobBot (AI virtual assistant), and ACS (crisis/emergency management), sold primarily to Italian and European enterprises, utilities, healthcare organizations, and public-sector entities that require integrated, mission-critical customer engagement and continuity tooling.

Product overview

Ifm Infomaster (operating as Base Digitale Platform) offers an integrated portfolio of contact center and CRM solutions centered on two core platforms: #phones (omnichannel cloud Contact Center) and Wasabi (comprehensive CRM suite). #phones provides omnichannel customer communication with AI-powered automation through RobBot, while Wasabi offers modular functionality including Base CRM, Help Desk, Calendar, Outbound, Accounting, Marketing, Wisdom, and Task & Folder modules plus WhatsApp Business integration. Additional products include ACS for emergency management, Share Box for document sharing, and iFlow for visual conversation design. Solutions are available via Pay per Use, SaaS, or On Premises deployment models, serving Finance and Insurance, Healthcare and Public Administration, Travel and Leisure, Utilities and Services, and Transportation and Logistics sectors.

Differentiator

Problem solved

Functional benefit

Brands

• Wasabi: Comprehensive application suite for managing customer relationships with multichannel capabilities, including modules for CRM, Help Desk, Calendar, Outbound, Accounting, Marketing, Wisdom, and Task & Folder.
• #phones
• RobBot
• ACS (Alarm Communication System)

Products and services

• #phones Omnichannel contact center platform that routes and manages customer interactions across voice, email, chat, social, and video channels with ACD, CTI, presence, IVR, and real-time reporting for enterprise customer service teams.
• Wasabi Integrated CRM platform providing customer master data, ticketing, case management, workflow automation, and unified customer history tightly coupled with the #phones contact center for agents and supervisors.
• RobBot AI-driven virtual assistant / conversational chatbot that automates customer interactions across digital channels using NLP, supporting deflection, FAQ handling, and agent-assist scenarios integrated with the contact center and CRM.
• ACS (Alerting & Crisis Suite) Crisis and emergency management software that orchestrates mass notifications, escalation workflows, and business-continuity processes for organizations needing to coordinate response during incidents, outages, or peak events.
• Base Digitale Platform (BDP) integrated suite The combined commercial offering that bundles #phones, Wasabi, RobBot, and ACS into an integrated omnichannel customer engagement and continuity platform for enterprise buyers.

Quantifiable outcome

• Covisian: SLAs averaging above 90% with error rates below 1% across 450 workstations, 30 clients, and 120 projects
• +3 more outcomes

Named customers24 records

Segments5 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration23 records

AI capability11 records

Feature13 records

Partnerships

Twelve partnerships are on record, tiered core.

• MicrosoftcoreTechnology or Integration · 1 April 2021Microsoft Teams integration with the #phones omnichannel contact center platform. Integration enables a single tool for collaboration and communication between operators. Microsoft ADFS (Active Directory Federation Services) also supported for authentication aligned with customer security policies.
• SalesforcecoreTechnology or IntegrationNative integration between #phones contact center and Salesforce CRM platform. PhoneBar embedded on operator workstations enabling seamless CRM interaction during customer calls.
• SAPcoreTechnology or IntegrationPre-built integration between #phones contact center and SAP enterprise systems.
• Oracle SiebelcoreTechnology or IntegrationPre-built integration between #phones contact center and Oracle Siebel CRM platform.
• Microsoft DynamicscoreTechnology or IntegrationPre-built integration between #phones contact center and Microsoft Dynamics CRM platform.
• Service NOWcoreTechnology or IntegrationNative integration between #phones contact center and Service NOW ticketing/trouble ticket management platform.
• MicroStrategycoreTechnology or IntegrationReporting module developed using the MicroStrategy business intelligence engine. Provides real-time dashboards, KPI monitoring, and customizable report generation for contact center performance analytics.
• Base Digitale Group S.p.A.coreStrategic or Co-development PartnerBase Digitale Platform is the Business Unit of Base Digitale Group, created from the merger of IFM Infomaster S.p.A. and DVR S.r.l. in April 2021. Base Digitale Group exercises direction and coordination over Base Digitale Platform S.p.A.
• DVR Italia S.r.l.coreStrategic or Co-development PartnerDVR Italia S.r.l. is a founding member of Base Digitale Group (alongside IFM Infomaster) and contributed to the creation of the Base Digitale Platform Business Unit in April 2021. DVR Italia's CEO (Massimo Veutro) co-presents webinars with Base Digitale Platform on AI and customer experience solutions.
• AdvantiocoreImplementation/ SI/ Consulting PartnerAdvantio, a Qualified Security Assessor (QSA) recognized by the PCI Security Standards Council, certified Base Digitale Platform as PCI DSS Version 3.2.1 compliant as a Service Provider.
• WhatsApp BusinesscoreTechnology or IntegrationThe Wasabi CRM platform integrates the WhatsApp Business channel, allowing operators to send personalized messages through predefined templates and manage conversations enriched with documents, photos, and videos.
• IFM Infomaster S.p.A.coreStrategic or Co-development PartnerIFM Infomaster S.p.A. is a founding member of Base Digitale Group. The company's entry into the Group in April 2021 initiated the creation of the Base Digitale Platform Business Unit. IFM Infomaster develops proprietary technologies including Mobile Voice Mail Detection (MVD).

Scale indicators7 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• RingCentral: Cloud communications and contact center (RingCX) provider offering omnichannel routing and AI integration with partner CRMs. Comparable bundled carrier-style usage-based pricing and mid-market / enterprise motion.
• Talkdesk: Cloud-native contact center platform with strong AI (Talkdesk AI Autoflows / Autopilot) and vertical specialization in financial services, healthcare, and retail — directly overlapping with BDP's primary verticals.
• Genesys: Global leader in cloud and on-premises omnichannel contact center platforms (Genesys Cloud). Directly comparable to BDP's #phones in offering omnichannel routing, AI-powered virtual agents, and workforce engagement for enterprise customers across regulated industries.
• Five9: Pure-cloud CCaaS provider with AI-powered virtual agents, omnichannel routing, and deep CRM integrations. Closely comparable to BDP's cloud-native Pay per Use and SaaS deployment options.
• 8x8: Cloud communications and contact center provider (8x8 Contact Center) bundling voice, video, chat, and AI capabilities. Comparable SaaS/PPU delivery model and enterprise customer focus.
• NICE inContact (NICE): Enterprise CCaaS platform (CXone) with omnichannel routing, AI-driven analytics, and workforce optimization. Comparable to BDP across regulated verticals and CRM/telephony integration depth.

Broad incumbents

• Avaya: Long-standing incumbent in on-premises and hybrid contact center (Avaya Experience Platform). Directly comparable on-prem + cloud hybrid architecture and large-enterprise footprint in regulated industries.
• Cisco (Webex Contact Center): Webex Contact Center offers omnichannel CCaaS within Cisco's broader collaboration portfolio. Comparable enterprise go-to-market, deep Microsoft/Salesforce ecosystem integration, and AI capability roadmap.
• Salesforce (Service Cloud / Financial Services Cloud): While primarily a CRM, Service Cloud includes contact center, AI agents (Einstein), and verticalized solutions (Financial Services Cloud, Health Cloud) that compete with BDP's Wasabi CRM + #phones integrated stack in regulated industries.

Regional players

• 3CX: European-headquartered (UK/Germany) PBX and contact center provider with strong SMB and mid-market presence across Europe. Comparable hybrid on-prem/cloud deployment model and European customer focus.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/ifm_infomaster
• LinkedInlinkedin.com/company/ifm-infomaster

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

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 Ifm Infomaster