iCall

Name

iCall

Legal name

I-Call S.r.l.

Website

https://i-call.it

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

51–100 employees

Ownership category

akta.pro rank

Product category

Outsourced Call Center Services

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Telephone Call Centers (56142), Telephone Answering Services (561421)

SIC

Telephone Communications (No Radiotelephone) (4813), Services-Telephone Interconnect Systems (7385), Services-Advertising (7310)

akta.pro primary industry

Billing, Payments & Account Administration Centers (BPAAAAAF)

akta.pro secondary industries

Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA), Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF), Voice Calling (VoIP) Apps (BPAMACAC)

Keywords

• Outsourced call center services
• Customer acquisition services
• VoIP traffic sales
• Back office administration
• Digital marketing campaigns

Headquarters

HQ city

Montevarchi

HQ country

Italy

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. VoIP Traffic Sales: Sale of VoIP telephone traffic to businesses and call centers, providing telecommunications infrastructure and minutes for outbound/inbound calling operations. Revenue generated through consumption-based pricing on traffic volume.
2. Call Center Outsourcing Services: Managed services including customer acquisition, back-office administration, customer relationship management via toll-free numbers, and portfolio management for enterprise clients. Revenue generated through service contracts, typically B2B engagements.
3. Digital Marketing Services: Digital campaign management including Facebook advertising, email marketing (DEM), SMS campaigns, and Google Ads for business clients. Revenue derived from service fees for campaign management and media spend handling.
4. CRM Solutions and Software: Cloud CRM for call centers, CRM/HRM systems, and ticket management applications. May include subscription-based access to proprietary software platforms.

Go-to-market motion1 record

Distribution channels3 records

Marketing channels4 records

Core offering

iCall provides outsourced call center operations for Italian enterprises, covering customer acquisition, back-office practice management, portfolio management, and toll-free customer service. The firm sells VoIP telephone traffic to businesses and call centers, and delivers multi-channel digital marketing services including Facebook, email (DEM), SMS, and Google Ads campaigns. Operations are supported by proprietary cloud-based CRM, HRM, and web-based ticket management applications.

Product overview

iCall S.r.l. provides a comprehensive call center and customer relationship management service offering. The portfolio consists of a core CRM in Cloud platform for call centers, supplemented by multiple service modules including back-office administration, new customer acquisition, toll-free number management, digital marketing campaigns (Facebook, email, SMS, Google Ads), web-based ticket management, and VoIP telecommunications traffic sales. The company operates as a service provider rather than a software vendor, delivering these capabilities primarily through managed services and internal platforms.

Differentiator

Problem solved

Functional benefit

Products and services

• CRM in Cloud per Call Center Cloud-based customer relationship management platform specifically designed for call centers, used by clients to manage customers, track leads, and streamline workflows.
• Acquisizione Nuovi Clienti (New Customer Acquisition) Outsourced new customer acquisition service helping Italian businesses grow their client base through outbound sales, lead generation, and conversion activities.
• Back Office Gestione Pratiche Back-office administration service that processes and manages customer applications, claims, documentation, and portfolio back-office workflows for enterprise clients.
• Gestione Clienti tramite Numero Verde Toll-free inbound customer service operations providing professional call handling, customer support, and acquisition via dedicated Italian toll-free numbers for B2B clients.
• Servizi Digitali (Facebook, DEM, SMS, Google Ads) End-to-end management of digital marketing campaigns across Facebook advertising, email marketing (DEM), SMS campaigns, and Google Ads for business clients.
• Gestione Ticket tramite Applicativi Web Web-based ticket management application used to track, prioritize, and resolve customer support requests on behalf of B2B clients.
• Programmi di Gestione Clienti - CRM/HRM Customer management programs combining CRM and HRM capabilities to organize client data, interactions, and relationship tracking for business clients.
• Vendita Traffico Telefonico VoIP Sale of VoIP telephone traffic to businesses and call centers, providing telecommunications infrastructure and minutes for outbound and inbound call operations, delivered through a dedicated VoIP management portal in partnership with Clouditalia.

Quantifiable outcome

• Low employee turnover rate cited as key success indicator

Named customers8 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature4 records

Partnerships

Six partnerships are on record, tiered core and minor.

• VodafonecoreStrategic or Co-development PartnerMajor telecommunications partnership where iCall operates Vodafone Store locations and provides business call center services. Long-standing collaboration involving customer service and sales operations for Vodafone's Italian business market.
• FastwebcoreStrategic or Co-development PartnerStrategic partnership with Fastweb for telecommunications services, likely involving VoIP traffic provision and business telecommunications solutions. Fastweb is a major Italian telecom operator.
• EuroconferenceminorChannel Partner/ Reseller/ DistributorBusiness services partnership with Euroconference, likely involving shared client services or referral arrangements for insurance/financial services sector clients.
• SEA (Società Editrice Arenese)minorStrategic or Co-development PartnerPartnership with SEA for business services, possibly involving publishing/media sector collaboration or shared operational capabilities.
• ClouditaliacoreTechnology or IntegrationStrategic VoIP and cloud telecommunications partnership with Clouditalia. iCall accesses Clouditalia infrastructure for VoIP traffic services and cloud-based call center solutions. Includes access to dedicated VoIP management portal.
• JointlyminorStrategic or Co-development PartnerPartnership with Jointly, likely involving employee benefits or HR-related services that complement iCall's call center operations and HRM solutions.

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Comdata Group: European customer experience BPO with a strong footprint in Italy, offering inbound/outbound contact center, back-office, and digital marketing services comparable to iCall's service mix.
• Teleperformance: Global leader in outsourced customer experience management with substantial operations in Italy; directly comparable as a B2B contact center outsourcing firm serving enterprise telecommunications and financial services clients.
• Covisian: Italy-headquartered customer experience and contact center outsourcing firm; iCall's most direct domestic competitor for Italian enterprise outsourced call center services.
• Konecta: Spanish-headquartered BPO and customer experience provider with operations across Southern Europe including Italy; comparable as a multi-channel outsourced contact center and customer acquisition partner for enterprise clients.
• Foundever (formerly Sitel Group): Global customer experience BPO with European operations; directly comparable to iCall as an outsourced contact center and back-office services provider to enterprise clients.
• Concentrix: Global customer experience and BPO provider with an Italian presence following the Majorel merger; comparable as a large-scale outsourced contact center and digital customer engagement operator.
• Transcom: European-headquartered outsourced customer experience provider with Italian sites; overlaps directly with iCall on inbound/outbound call center outsourcing for enterprise clients.
• TTEC Holdings: Global CX and contact center outsourcing provider operating across Europe; comparable as a large enterprise-focused BPO offering customer acquisition, support, and digital engagement services.

Broad incumbents

• Genesys: Leading cloud CCaaS platform provider; not a direct labor-arbirage competitor but representative of the broader incumbents in customer engagement whose software is reshaping iCall's traditional BPO market.
• Contact Center BPO player (Arvato / Bertelsmann): Arvato is the BPO arm of Bertelsmann operating large-scale European customer contact centers; comparable as a broad incumbent with cross-vertical outsourced CX capabilities, including digital campaign management.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

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 iCall