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Our Story
Growth Partner in Contact Center Excellence
Envision a better way to connect with customers across channels
A full-suite, boutique service partner dedicated to enriching your contact center
Think of us as your go-to boutique service partner. A full-service, all-in-one partner that tends to your personalized needs.
We’re contact center solution consultants, strategists, expert integrators, support specialists and a lovely bunch of responsive techies. Our team has 30 plus years of experience transforming the way businesses communicate with customers, preparing them to meet future trends.
Everything you need in one place. That’s Inoria!
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Understand
your core challenges
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Identify
customer interaction demands, future trends
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Build
continuity plans for the evolution of your contact center
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Implement
omnichannel platforms
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Migrate
to the cloud
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Apply
best-practice consulting services
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Deliver
what we say, when we say
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Friendly
experienced customer support
We understand your challenges and work to find innovative solutions.
- Can customers interact with you, where and how they want?
- Are you optimally leveraging omnichannel tools?
- What’s your customer continuity plan for your soon-to-be unsupported on-premises platform?
- What is holding back your digital transformation strategy?
- Can your remote agents rapidly and accurately respond to customer demand?
- Do you have a cloud migration plan? Are you even thinking of the cloud?
- Have you already moved to the cloud and are now looking to expand your platform?
- Just how optimal are your contact center operations?
A better way of doing things, it’s just in our nature
The industry is in constant evolution. Customer and market demands are evolving. To navigate these fast-paced changes, you need a value-based partner to act as your advocate. With a partner – like us – always by your side, you’ll have expertise at your disposal. Any time you need it.
Together, we can help leverage your people, technology and processes.
Our Reputation. Your Empowerment.
Our reputation speaks for itself.
- We strive for our customers’ success and satisfaction before anything
- We know our stuff, because our people are from the industry
- Alvaria (Aspect Software) Gold Partner since 2001
- Genesys implementation and solution partner experts since 2008
- Easy access to senior management and decision-makers
- Attentive and responsive partner
- Companies turn to us when they feel unloved by their provider
- Clients recommend us to their peers
- Our team becomes an integral part of your team
- Great customer experiences at every step
Our Story:
When old school meets new school
In 2012, the contact center industry was at a crux. Dated, legacy telephony systems were being replaced with contact center solution platforms. It felt like a new golden age of modern customer communications – the call center was now a contact center.
On a plane ride to a Genesys conference, Pierre Lemoine met Joe Bigio. Pierre was a well-respected executive in the contact center world. His fledgling practice was on a growth upswing, making a name for his company on the local front. His experience was mostly on the technical and hardware side and was eager to expand software expertise.
That’s where destiny steps in, and his fateful meeting with Joe Bigio.
Joe was a top-level sales professional that pivoted to the contact center world. And here, he found his passion. His love of using software to better environments drove him to start his own company. He had already landed a huge contract that opened new opportunities. On that flight, at the intersection of old and new, Pierre and Joe merged complementary expertise to found Inoria.
To round out the executive team, Alain Leonard, a seasoned contact center technical mastermind, was invited to join as a partner. Perfectly aligned to oversee the technical needs of their contact center clients – including the management of complex projects – Alain’s experience served to add a critical component to round out the executive team.
At this time when large-scaled service providers catered exclusively to larger companies, they found their sweet spot providing full-service solutions for companies that wanted the expertise, but also wanted the customer care that comes from working with a smaller provider.
This union set the foundation for growth and customer success.
Timeline
Major milestones in our story
2012
On a plane ride to a Genesys conference, Pierre Lemoine met Joe Bigio. Together, they merged complementary expertise to found Quovim C3. Adding a strong technical background, Alain Leonard was added as a partner.
2014
Signed a multi-site Rogers agreement supporting their VCC support operations.
2015
Became one of only three Genesys Gold Partners in Canada.
2016
To accommodate expansion and future growth, moved to a larger office in downtown Montreal.
2016
Signed the company’s first US customer, expanding market opportunities.
2018
Acquired SSA Solutions, expanding their workforce management and consulting service portfolio. Added the Aspect Workforce Management solution to their portfolio.
2019
Infiniti value-added solutions makes its debut at Genesys Xperience19
2021
To reflect market demand and the company’s evolution into a progressive contact center solution consulting firm, Quovim C3 was renamed Inoria.
Leadership Team
Pierre Lemoine,
President and Co-Founder
Pierre is a seasoned executive with 35+ years in operational, financial and strategic management. Highly regarded as a Canadian leading expert in the contact center industry, he’s devoted to helping organizations generate cost-savings and strengthen customer relationships.
Leadership Team
Joe Bigio,
Executive Vice-President, Sales and Operations, Co-Founder
Joe has 25+ years of experience in senior management, executive sales, and professional consulting. He’s passionate about enhancing customer communications through innovative solutions and services. Joe is devoted to helping businesses gain greater clarity in their contact center operations.
Leadership Team
Alain Leonard,
Executive Vice-President, Services and Solutions
Alain has 25+ years of contact center experience and is our resident technical mastermind. An expert in software development, programming and systems development, Alain is Inoria’s architect for complex and/or large-scale projects.
Management Team
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Alain LeBrasseur, Director Innovations & Strategic Partnerships
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Shawn Justason, Director Customer Support
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Helena Hlavenkova, People and Organizational Development
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Marketa Foudad, Director Project Management Office
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Philippe Vezina, Director Professional Services
Core Teams
Ask around, and you’ll hear it time and again. Inoria stands for exceptional customer experiences. These are the core teams you’ll be working with:
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Contact Center Consulting Services
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Professional Services
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Customer Operations
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Project Management
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Product Development
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Product Delivery
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Support Services
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Sales and Marketing