i-vic International

What i-vic International does

i-vic International Pte Ltd is a Singapore-headquartered contact centre outsourcing provider, founded on 18 April 2007, serving multinational corporations operating across the Asia Pacific market. The company operates from a CTI-enabled facility at Tampines Biz-Hub and employs hundreds of multi-lingual contact centre agents, positioning itself as one of Singapore's larger outsource contact centres. Three wholly-owned subsidiaries — i-vic Logistics, i-vic Customer Acquisition & Management, and i-vic Premier Courier — extend operations into logistics, customer acquisition, and last-mile courier services.

The company's technology stack is anchored by a proprietary Customer Relationship Management System (CRMS) developed by an in-house IT team with 10+ years of contact centre software experience, supplemented by an Asterisk-based PBX telephony platform and a customizable Interactive Voice Response (IVR) system. Through a core partnership with SingTel Managed Services, i-vic deploys a converged IP PBX solution that supports Computer Telephony Integration and scalable seat expansion; deployed IVR solutions have reduced client live call volume by nearly 70%. The platform also supports borderless work-from-home contact centre deployments using VOIP.

i-vic generates revenue primarily through managed services — full outsource contact centre operations covering IT, telecommunications, staffing, and facilities for clients — supplemented by facilities management engagements at its Tampines location and professional services for CRM customization. The go-to-market is direct enterprise field sales targeting Asia Pacific MNCs, with secondary presence via a corporate website and a Facebook page; pricing is not publicly disclosed. Scale signals include "hundreds" of deployed agents, a "huge seating capacity" CTI-enabled facility, and a documented track record of growing one client's seat count by more than 50%.

Name

i-vic International

Legal name

i-vic International Pte Ltd

Website

https://ivicinternational.com

Company type

Private

Founded year

2007

Operating status

Operating

Headcount range

11–50 employees

Short description

Singapore-headquartered contact centre outsourcing firm serving multinational corporations across the Asia Pacific market. Provides multi-lingual agent staffing, proprietary CRM software, IVR-enabled telephony, and full outsource managed services, with three subsidiaries in logistics, customer acquisition, and courier services.

Ownership category

akta.pro rank

Product category

Contact Centre Outsourcing Services

NAICS

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

SIC

Services-Help Supply Services (7363), Communications Services, Nec (4899), Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Technical Support & Helpdesk Contact Centers (BPAAAAAI), Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), Cloud PBX & Hosted Telephony (HDAIAHAB), Billing, Payments & Account Administration Centers (BPAAAAAF)

Keywords

• Contact centre outsourcing
• Multilingual customer support
• CRM software solutions
• Telephony integration services
• Facilities management contact centre

Headquarters

HQ city

Singapore

HQ country

Singapore

HQ region

Asia

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. Contact Centre Outsourcing Services: Full outsource contact centre services where i-vic handles all operational needs including IT, telecommunications, staffing, and facilities management for clients.
2. Facilities Management: Provision of in-house contact centre facilities for clients who require their own space with multi-language service and skilled labour.
3. CRM Software and Customization: Delivery and creation of software applications for contact centre operations with modification capabilities through dynamic design interface.

Go-to-market motion2 records

Distribution channels2 records

Marketing channels3 records

Core offering

i-vic International provides outsourced contact centre services to multinational corporations operating in the Asia Pacific market. The company offers full outsource operations (chat, email, voice), facilities management, and proprietary CRM and telephony software (Asterisk-based PBX with IVR), combined with multi-lingual agent staffing to handle customer-facing support functions.

Product overview

i-vic International operates as a contact centre outsourcing provider offering a unified service portfolio built around three core components: Human Resource, Best Practices/Processes, and Technology. The primary technology stack includes the proprietary Customer Relationship Management System (CRMS) as the core software platform, supplemented by Asterisk PBX with Interactive Voice Response (IVR) for telephony and self-service automation. The company provides full outsource services and facilities management for clients, alongside three subsidiaries (i-vic Logistics, i-vic Customer Acquisition & Management, and i-vic Premier Courier) offering logistics, customer acquisition, and courier services. Work-from-home contact centre solutions represent an additional service module.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Centre Services (Full Outsource Services) Full outsource contact centre solutions providing customer fronting operations including chats, email, and voice services for multinational corporations operating in the Asia Pacific market. i-vic handles all operational needs including IT, telecommunications, staffing, and facilities management.
• Facilities Management In-house contact centre facilities at i-vic's Tampines Biz-Hub location for clients requiring their own dedicated space, allowing physical partitioning for multi-language service and skilled labour with cost-effective operating and technology set-up.
• Customer Relationship Management System (CRMS) Proprietary CRM software application for contact centre operations with a dynamic design interface that allows modifications to structure, look, and feel via an administration interface without impacting ongoing operations.
• i-vic Logistics Logistics subsidiary offering products and services managed by trained executives.
• i-vic Customer Acquisition & Management Customer acquisition and management subsidiary providing products and services under management of trained executives.
• i-vic Premier Courier Courier service with a pool of efficient riders stationed island-wide serving on-the-ball deliveries.

Quantifiable outcome

• Live call volume reduced by nearly 70% through self-help IVR implementation
• +2 more outcomes

Named customers1 record

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Partnerships

One partnership is on record.

• SingTel Managed ServicescoreTechnology or IntegrationSingTel provides converged managed IP PBX solution powering i-vic's contact centre operations. This partnership enables 24x7 toll-free helpdesk support, 24x7 or 8x5 onsite support options, and industry-leading reliability. The solution provides scalability that allowed i-vic to grow by more than 50 percent seats.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• TTEC Holdings: Customer experience technology and services company operating contact centres globally including APAC. Competes head-to-head with i-vic for enterprise outsourcing deals that combine omnichannel voice/chat/email with CRM integration.
• IBEX Global: US-headquartered BPO with operations across the Philippines and broader APAC, providing outsourced contact centre services to enterprise clients. Comparable on multilingual agent model and MNC customer base.
• Concentrix: Large global customer experience and BPO player with significant APAC operations, serving enterprise clients with multilingual contact centre outsourcing. Direct competitor for the same MNC RFPs i-vic targets.
• Foundever (formerly Sitel / SYKES): Global CX outsourcer resulting from the Sitel-SYKES merger, with significant APAC delivery. Comparable in offering outsourced multilingual contact centre operations and digital CX to enterprise clients.
• Majorel: Customer experience BPO with strong Asia presence serving global brands with multilingual contact centre services. Directly comparable to i-vic in terms of outsourced voice, chat, and email support for MNCs in APAC.
• Teleperformance: Global leader in outsourced customer experience management, operating contact centres across Asia Pacific including Singapore. Directly comparable as a BPO contact centre outsourcer serving MNCs with multilingual agent pools and omnichannel services.
• Transcom Worldwide: Global customer experience outsourcer with APAC hubs delivering multilingual contact centre services. Comparable in scale, service mix, and enterprise customer profile to i-vic.

Emerging players

• Aircall: Cloud-based telephony and contact centre SaaS provider. While not a direct outsourcer, comparable as an emerging technology alternative that enterprise clients may choose over i-vic's Asterisk/PBX stack.
• Stellar BPO: Singapore-anchored BPO providing contact centre outsourcing to regional enterprises. Closely comparable as a home-market peer competing for the same Singapore-based MNC client mandates.

Broad incumbents

• Convergys (now part of Concentrix): Legacy large-scale customer management BPO now consolidated into Concentrix, but historically a benchmark for APAC enterprise contact centre outsourcing. Relevant as a broad incumbent reference point for i-vic's market positioning.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/ivicinternational

Revenue estimate

Valuation estimate

Number of profiles

Subsidiaries3 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 i-vic International